What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics

Abstract

Purpose

This study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study identifies the impact of employee etiquettes, employee performance, technical selling skills and customer-oriented behavior on customer satisfaction in the banking industry. The study also seeks to investigate the mediating effect of employee etiquettes, employee performance and technical selling skills on the relationship between customer satisfaction and customer-oriented behavior.

Design/methodology/approach

The data were collected with the help of a Likert scale questionnaire from the active banking customers in Karachi, Pakistan, who visit bank branches once a month minimum. For 268 responses, partial least square-structural equation modeling (PLS-SEM) technique was employed for hypothesis testing.

Findings

The results showed a positive and significant relationship between customer-oriented behavior and employee etiquettes, technical selling skills and performance. The employee’s customer-oriented behavior, etiquettes, technical selling skills and performance were also found to be significantly related with customer satisfaction. Finally, the results revealed that technical selling skills, employee performance and employee etiquettes partially mediate the relationship between customer-oriented behavior and customer satisfaction.

Practical implications

It is recommended that banking employees should adopt customer-oriented behavior in order to achieve and maintain customer satisfaction. The bank managers should also work on improving the etiquettes and performance of the employees and provide them detailed technical knowledge of the services and products offered by the bank.

Originality/value

Arguably, it is one of the first studies to examine the mediating effects of employees' technical selling skills and employees' performance on the relationship between customer orientation and customer satisfaction, specifically in the banking industry.

Citation

Aslam, W., Farhat, K., Arif, I. and Goi, C.L. (2022), "What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics", The TQM Journal, Vol. 34 No. 4, pp. 627-650. https://doi.org/10.1108/TQM-08-2020-0195