Effect of Demographic Variables of Employees on the Service Quality Perception : A Study on Selected Public Sector Banks in Hyderabad

In recent times, there has been a growing importance of services sector worldwide and in the Indian context also, this sector is gaining momentum. As far as the demographic diversity of the bank employees are concerned, a sharp increase is observed in this area because more and more banks preferring female personnel in the customers service desk. More reliance of the banks on soft skills and the advantages they derive from the demographic characteristics of a personnel have paved the way for a research on this subject. The present study is intended to find out the customer satisfaction level and the quality of service difference that a customer perceives that arise due to the demographically diverse bank employees. In this context the study has been conducted on the customers of selected public sector banks in Hyderabad city