Achieving Service Quality Through its Valuable Human Resources: An Empirical Study of Banking Sector of Pakistan

In this competitive environment, organizations in service sector and industrial sector are trying their best to win the loyalty of their customers by providing the superior quality services and innovative products to remain competitive in the market. The objective of this study is to focus on the concept that organizational well structured HRM policies and top management commitment for quality services play a positive role for satisfaction of employees and customer. In well structured organizations where HRM and quality practices are implemented, a healthy culture and a competitive working environment develops, which creates motivation and commitment among employees for achieving quality and financial objectives of the organization. This study is focused on the banking sector of Pakistan. It is concluded that quality in service sectors strongly depends on employees’ commitment with the organization for providing superior services to the customers to enhance customers’ satisfaction based on training and development to enhance employees’ skills and leaning abilities to perform their tasks efficiently and effectively.