Quality management in banking services: an approach to employee and customer perceptions

This paper aims to determine whether the working environment that bank employees perceive is related to their affective responses and their perception about the service quality that is provided at their bank. More specifically, the study extends and links previous works by researching into the relationships between the organizational obstacles perceived, the employees' psychological climate, the extrinsic recognition received, and the service culture, with various affective responses from the employees (organizational commitment, job satisfaction and work motivation), as well as the perception of the service quality that the bank provides. A theoretical model is developed and tested using empirical evidence form the Spanish bank sector. Results support the hypothetical model.