IGNOU MMPP-01 (HM) Project – HRM in Banking: Dhanlaxmi Bank vs. IndusInd Bank Case Study

Banking sector is one of the most competitive sectors as far as customer service is concerned. Competitiveness in this sector is contingent up on turnaround times to serve the customer, which in turn depends up on the productivity of the employees and speed of process execution. Dealing effectively with customers especially in a bank requires many principles, methods and skills which need to be recognized, learned and practiced. It is primarily the combination of positive and proactive attitude and professionalized approach blended with skill that determines the kind and quality of customer service that is provided by the bank to its customers. Banks sell services through their employees and therefore the dealing of the bank employees with their customers is of capital importance. In Indian banking sector, human aspects are more important than technical tangible aspects of service quality that influence customer satisfaction. Service climate is crucial in service organizations. In many In many services e.g. banking, customers have some exposure to the organizations climate. Internal organizational climate visible to employees becomes visible to external customers because of the closeness that exists between them in service encounters.

Objectives

• To ascertain the positive relation between HRM and customer service.
• To examine the effect of HRM policies and practices up on contact employees’ behaviors.
• To assess the customer perception regarding the services of the banks.
• To study the importance of policies and practices of HRM on the service employees and the relevance of their job satisfaction on the customer service.

Topic Covered

• Introduction
• Review Of Related Literatures
• Objectives Of The Study
• Justification Of The Study
• Hypothesis Of The Study
• Variables Of The Study
• Methodology Of The Study
• The Research Instrument
• Data Collection And The Sample
• Limitations Of The Study
• Pattern Of Analysis
• Chapterization
• Reference