The Impact of HRM on Service Quality with Mediating Effect of Employee Engagement: A Case On the Banking Sector in Twin Cities of Pakistan

Abstract

This study has focused mainly on investigating the impact of human resource management on service quality with mediating effect of employee engagement. This study has considered human resource management as the independent variable whereas employee engagement has been considered as the mediating variable. Moreover, service quality has been considered as the dependent variable in this study. This study has finalized banking sector in twin cities of Pakistan to testify the relationship between variables mentioned above. The major emphasis in this study has been on assessing the relationship between human resource management (independent variable), employee engagement (mediating variable) and service quality (dependent variable) in banking sector in the twin cities of Pakistan. To prove this relationship, a survey was conducted through an adopted structured questionnaire regarding this literature, in which employees working in banking sector of Islamabad/Rawalpindi (twin cities), have been requested to share their experiences by filling the questionnaires. The sample size selected for this study comprised 250 respondents from a population of 700 individuals in total. The sample was determined and responses were sought on the basis of a simple random sampling technique on account of its impartiality. Then, to identify the results on data gathered from the respondents, statistical instruments and measures were used. Some of the statistical instruments used in this study include descriptive frequencies, reliability, correlation, regression, etc. Results derived through statistical instruments have shown that there the relationship existing between human resource management (independent variable), employee engagement (mediating variable) and service quality (dependent variable) with regard to the banking sector in the twin cities of Pakistan, is significantly positive.