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

Abstract

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.