Modeling link between internal service quality in human resources management and employees retention: A case of Pakistani privatized and public sector banks.


Muhammad Asif Khan*, Kashif-Ur-Rehman, Ijaz-Ur-Rehman, Nadeem Safwan and Ashfaq Ahmad

The purpose of this research study is to establish link between perceived human resources internal service quality practices with employee retentions in mediating environment of employee job satisfaction. This study was conducted in twin cities of Rawalpindi and Islamabad. For the analyses of research work, the data has been collected about the employees of public and privatized banks’ employees. A total of 550 copies of the questionnaire were distributed to different bankers of selected areas and 400 copies of the same were collected back. The study finds that employee selection, employee training and development, work design, job definition employee rewards and compensation report high, positive and significant dimensionality to internal service quality in human resource management. The study further finds that internal service quality in human resource has positive and significant effect on employee job satisfaction and employee job satisfaction has positive and significant effect on employee retention. Based on findings of the study that the human resource development departments should review and enhance the motivation, training, and retention of good employees and that employee should support the concept of the ISQ. The employees’ selection and their rewards and recognitions, their training and development, work design and job definition all are the most important human resource management areas in enhancing the employees’ job satisfaction and the retention of prospective employees.

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