Impact of Employees? Work Culture on Bank Customers

Dr. S. P. Singh, Neha Mehta

Abstract: In this era of competition and technological advancement, in order to develop and enhance a stronger customer-base, customers perceptions and expectations from the providers of services have become important, specifically in the case of banks. The banks are spending a lot on this by using various tools. Employees work culture has emerged as one of the important factors of attracting the customers towards the banks products and thus enhancing banks performance. The study tries to examine the impact of employees work culture on the customers expectations and perceptions from the banks. The study was conducted on a randomly selected sample of 1750 customers of seven selected banks namely SBI, PNB, HDFC, ICICI, Axis, Standard Chartered and HSBC. The results indicated that the employees work culture had a significant impact on customers perceptions and expectations across commercial banks.

Keywords: Bank-customers, employees work culture, expectations, perceptions