Name: Meher Sekhon, Savita Nanda
Country: India

Year: 2025
Volume: Volume-12, Issue-1 (Jan-June)
Page Number: 154-162
DOI: https://doi.org/10.5281/zenodo.16436874

The real value of performance measurement comes from the action that it follows. A bank can have the best measurement system in the world, but until and unless appropriate and timely action is taken based on information provided, the impact of performance cannot be determined. The information provided by the performance measurement system allows the banks to underpin the strategies and practices. The transparency in the system helps the banks to frame and revise the strategies and programs as per the requirements. Measures of central tendency such as mean, standard deviation etc. were calculated to study the nature and distribution of items in the dimension of customer perspectives. Independent t-test was used to compare the mean perception of respondents for measuring employees‟ performance. Appropriate performance measures are integral part of the banking sector and of course essential for the employees too. Therefore, it is essential to understand the value of customers‟ perspective in service sector.
Keywords: Employees‟ performance, Empathy, Reliability, Tangibles, Responsiveness, Criteria, Service quality, SERVQUAL Model.