Vol: 1, Issue: 2 2011

Page: 42-46

Survey on Human Resource Management Practices in Banking Sector in India

Rohit Arya

With the enhanced weight age of services sector to the country’s GDP coupled with growing global competition, it has become important to define and measure quality in services (Sarangi, 2007-08). In today’s world of global competition, rendering quality service is a key for success and many experts concur that the most powerful competitive trend currently shaping marketing and business strategy is service quality (Abdullah, 2005). Over the last twenty years or so, a great deal of research attention has been devoted to the field of service quality (Crosby and Stephens, 1987; Silvestro et al., 1990; Cronin and Taylor, 1992; Avkiran, 1994; Brady and Robertson, 2001; Robledo, 2001). Service quality has been discussed in number of researches and writings (Gronroos, 1982; Lehtinen and Lehtinen, 1982; Lewis and Booms, 1983; Sasser et al., 1978; Bolton and Drew, 1991; Cronin and Taylor, 1992; Teas, 1993; Chumpitaz and Paparoidamis, 2004; Abdullah, 2005; Zeithaml and Bitner, 2004; Kundu and Vora, 2004).