Published Paper Details:

Abstract: Banking is the major part of service sector in India. Quality management and quality improvement are mandatory for success of the banking sector and for our economy. Components of Quality may be visualized as Product Quality, Process Quality and Human Resource Quality. Product Quality and Process Quality can be ensured only if the banking organizations try to improve human quality. Human resource is the most precious asset of an organization. The employees have the knowledge, skills and abilities that can�t be followed by the competitors. Employees well-being and their level of satisfaction and engagement has found to directly impact on service quality and ultimately organizational success. Satisfied employees tend to contribute more in terms of organizational productivity and maintaining a commitment to customer satisfaction. Employees� empowerment is one of the most widely acceptable strategies to improve employee�s satisfaction. The study is attempts to examine and compare the anticipated relationship between employee perceptions of empowerment and employees satisfaction in public sector and private sector banks in Kerala. This study is of descriptive and in analytical nature based on the primary data collected from employees of commercial banks (public and private sector) in Kerala. A structured questionnaire has been used to collect primary data. 150 questionnaire were distributed randomly to the employees of commercial banks (public and private sector) located in Kozhikode (A district of Kerala). The results of this study revealed that employee empowerment has direct and significant impact on employee�s satisfaction. In addition to this, the study indicated that there is a significant difference between public sector and private sector bank in level of empowerment and level of employee satisfaction. Empowerment and employee satisfaction are higher level at private sector banks as compared with public sector banks.