IGNOU MS-100 (HRM) Project – Human Resource Management and Customer Service wrt National Bank of Bahrain and Arab Bank in Manama, Bahrain

Banking sector is one of the most competitive sectors as far as customer service is concerned. Competitiveness in this sector is contingent up on turnaround times to serve the customer, which in turn depends up on the productivity of the employees and speed of process execution. Dealing effectively with customers especially in a bank requires many principles, methods and skills which need to be recognized, learned and practiced. It is primarily the combination of positive and proactive attitude and professionalized approach blended with skill that determines the kind and quality of customer service that is provided by the bank to its customers.

Objectives

• To examine the relation between HRM policies, practices and employees' and customer outcomes.
• To examine the effect of HRM practices and policies up on employees behaviour.
• To examine the customer perception towards the quality service received in the organisation.

Topic Covered

• Introduction
• Review of Related Literature
• Research Methodology
• Data Analysis and Interpretation
• Findings, Conclusion and Suggestions
• Bibliography
• Questionnaire