Abstract:
The gig economy refers to a labor market characterized by short-term, flexible jobs
and workers who are hired for specific tasks or projects. However, there is a lack of
research on how gig employees contribute to organizational success, particularly
through relationship management. In private banking, young workers often join
temporary positions, creating challenges for gig workers in maintaining relationships
with long-term employees. The relationship management between gig workers and
full-time employees impacts the organization's overall functioning, productivity, and
success. The main objective of this research is to identify the impact of gig economy
on relationship management in the private banking sector in Badulla district through
the independent variables: the employee trust in the gig economy, work flexibility of
the gig economy, and service quality of the gig economy, which effect on relationship
management. In this study, Deductive, quantitative research approach was employed.
Data were collected from all the permanent employees working in selected private
banks: Hatton National banks, Commercial and Sampath banks in Badulla District.
A Sample of 100 employees from three reputed private banks were recruited using
non-probability convenience sampling technique and structured questionnaires were
used for collecting primary data. The analysis involved descriptive statistics,
correlation and multiple regression techniques. Findings show that work flexibility
and service quality significantly and positively influence relationship management in
the private banking sector. Although employee trust in the gig economy shows a
positive correlation, it is not statistically significant. The results suggest that banks
should prioritize flexible work policies, structured training, and quality monitoring to
integrate gig workers, while using clear communication and fair practices to
strengthen trust between gig and permanent employees. This study fills a gap on gig
worker involvement in banking and offers recommendations for managers and
policymakers to build cohesive workplaces and improve organizational outcomes.
