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http://hdl.handle.net/11718/23443| Title: | HRD climate and customer satisfaction in Indian private banks |
| Authors: | Mittal, Shweta Gupta, Vishal Mottiani, Manoj |
| Keywords: | Customer satisfaction;HRD climate;SEM technique;Indian private bank |
| Issue Date: | Jan-2016 |
| Publisher: | Indian Journal of Industrial Relations |
| Abstract: | The present study examines the relationship between HRD climate and customer satisfaction. The HRD climate is conceptualized as comprising three components: general climate, OCTAPAC and HRD mechanisms. A survey based study was conducted in the Indian private banks and collected dyad level data. The data was collected from the employees and customers who were served directly by the bank employees. Data analysis was performed using a SEM technique, which showed that all the three components of HRD climate have a positive impact on customer satisfaction. Implications for research and practice are discussed. |
| URI: | http://hdl.handle.net/11718/23443 |
| Appears in Collections: | Journal Articles |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| HRD climate and customer satisfaction in Indian private banks.pdf Restricted Access | HRD climate and customer satisfaction in Indian private banks | 698.77 kB | Adobe PDF | View/Open Request a copy |
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