The Impact of Employee Performance on Service Quality

The major aim of the research paper is to measure the impact of employee performance on service quality in commercial banks. Primary data has been collected from the bank employees in Manmunai North and Kattankudy divisional secretariat areas in Batticaloa District. Stratified random sampling was used to obtain 225 responses from employees. The collected data were used to test the model using regression methodology. The results suggest that employee performance have strong positive relationship with service quality. Further results imply that employee performance has high impact on service quality of commercial banks in Batticaloa district (Manmunai North and Kattankudy DS divisions). Implications of this research are discussed