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Title IMPACT OF EMPLOYEE ROLE OVERLOAD ON CUSTOMER SATISFACTION;THE MEDIATING ROLE OF INTERACTION QUALITY.THE MODERATING ROLE OF EMPLOYEE WORK RELATED SELF EFFICACY

Author(s) Muhammad Yasir

Abstract In recent years, there is a significant increase in investment witnessed banking service sector in Pakistani economy. The banking services sector accounts for a quarter of the total global trade. One third of the total workforce is employed in banking service sector across the globe. According to the economic statistics, service sector contributing 58% in national GDP, this shows its importance for economic development of Pakistan. While considering this importance of service sector literature shows the negative consequences up surging day by day, this study has intents to checker the precursors of workload which marks negative consequences. Data was together from total of the 204 respondents from the banking sector employees frequently through a convenience-based non-probability sampling technique. In order to discovery the efficiency of this association the investigator used correlation and Regression analysis technique by using SPSS. A result shows significant association among the study variables. Further this study discloses the managerial implication as well the future research directions of research for practitioners and the academicians.

Type Thesis/Dissertation MS

Faculty Management Sciences

Department Management Sciences

Language English

Publication Date 2020-01-30

Subject Marketing

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