Dr. Shanujas. V is a Faculty in the area of Human Resource Management and Organizational Behaviour at School of Management Sciences (SOMS), in the Indian Institute of Engineering Science and Technology (IIEST), Shibpur since November 2020. She earned her Ph.D. in the area of Human Resource Management from the National Institute of Technology Calicut (NIT Calicut) under the guidance of Dr. T. RadhaRamanan. She has completed MBA (Human Resource Management & Finance) from the University of Calicut, Kerala, and qualified UGC NET in the subject ‘Management’ in 2013. She has also done M.Com (Finance) from Madurai Kamaraj University, Tamil Nadu. She qualified UGC NET in ‘Commerce’ in 2015. She obtained a BBA (Bachelor of Business Administration) from Farook College, University of Calicut, Kerala. She was working as an Assistant Professor and Head of Commerce and Management Department in Blossom Arts and Science College, Kondotty, Kerala for 2 years. She is interested in the research areas of employee competency, performance management, employee well-being and employee engagement.
Ph.D – NIT Calicut (2020)
MBA – University of Calicut, Kerala (2011)
M.Com – Madurai Kamaraj University, Tamil Nadu (2013)
UGC NET – Management (2013) and Commerce (2015)
BBA – Farook College, University of Calicut, Kerala (2009)
Using Structural equation modeling (SEM),we find that technical competencies have high impact on customer services and thereby enhance the satisfaction of customers. We have developed competency index and customer satisfaction index for the Cooperative banks in Kerala by developing a new-fangled equation based on the employee performance level, customer satisfaction scores and priority weight of each job competencies. We have also developed job competency – job performance grid and job competency – customer satisfaction grid and suggested policy framework to the bank by categorizing the employees based on their job competency, job performance and customer satisfaction scores. The framework developed for policy decisions conveys the need for training programmes to improve different job competencies in different situations. This framework will help the bank management in taking appropriate decisions while handling people with varying levels of skills, performance, and customer satisfaction score.
Created: 23 November 2019