EMPLOYEE ENGAGEMENT, CUSTOMER ENGAGEMENT AND FINANCIAL PERFORMANCE.

The very own purpose of this study is to know the impact of employee engagement and customer engagement on the financial performance of service industry especially private banking sector of India. Particularly this study is made on the selected ten private banks in India and emphasizes on three major relationships i.e. (1) Relationship between employee engagement and financial performance, (2) Relationship between customer engagement and financial performance, (3) Relationship between employee engagement and customer engagement. This study involves the review of nine papers and used 5 point Likert scale questionnaire to collect the data from the target respondents such as customers, employees and branch managers of selected private banks. T-test has been used as statistical tools to empirically test the proposed hypothesis and relationships between the above constructs. The major findings of this study states that employee engagement has relationship with financial performance, customer engagement has relationship with financial performance, and employee engagement has no relationship between customer engagement. [ABSTRACT FROM AUTHOR]