Commercial bank, Frontline personnel, Knowledge, Quality, Service delivery
Service quality is no doubt one of the criteria used by existing customers or potential customers to make decision of their continued patronage or choice of service provider. However, knowledge gap of regulatory requirements cum standards among bank employees especially the frontline personnel have been reported as a factor which has contributed to inconsistent service quality delivery and service delivery failure to bank customers in Nigeria. It is against this background that this study assessed the extent to which knowledge of banking services among the frontline personnel is significant to quality of service delivery in the Nigerian Commercial Bank.
The study employed survey research design through which primary data were collected from four hundred and seventy-two (N=472) bank customers of Union Bank Nigeria Plc. in Lagos State. Data was obtained through structured questionnaire. The data gathered were analyzed with both descriptive and inferential statistics. Results revealed that service quality delivery remains significant in the commercial bank and that there is a significant relationship between knowledge of banking services among frontline personnel and quality of service delivery in the Nigerian commercial bank. Based on the findings, the study concluded that knowledge of banking services among frontline personnel significantly influenced banking services delivery to customers and that the adequacy of the knowledge in banking services are significant to ensuring efficient quality service delivery in commercial bank. It was subsequently recommended that management of the banks should always train their staff while frontline personnel should promote
Full Text : PDF
- Ahmed, J. U. (2011). Services rendered by commercial bank: customer oriented empirical evidence from State bank of India. Management Convergence, 1(2), 63-82.
- Arasli, H., Mehtap-Smadi, S., & Katircioglu, S. T. (2005). Customer service quality in the Greek Cypriot banking industry. Managing Service Quality, 15(1), 41-56.
- Dingle, J. (1995). Analyzing the competence requirements of managers. Management Development Review, 8(2), 30-36.
- Ekpoh, U. I., Edet, A. O., & Nkama, V. I. (2013). Staff development programmes and secondary school teachers job performance in Uyo metropolis, Nigeria. Journal of Education and Practice, 4(12), 217-222.
- Grant, R. (1996). Toward a knowledge-based theory of the firm. Strategic Management Journal, 17 (Winter), 109-122.
- Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
- Grönroos, C., & Ravald, A. (2011). Service as business logic: implications for value creation and marketing. Journal of Service Management, 22(1), 5-22.
- Jayaraman, M., Shankar, C. & Hor, W. M. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology, 1(4), 398-404
- Kotler, P. & Keller, K. L. (2012). Marketing Management. 14th Edition ed. New Jersey: Prentice Hall.
- Kulsrestha, N., Singh, K. L., Dash, K. S., & Mohan, S. (2013). The impact of training on service delivery in banking sector: A case study in selected Indian banks. International Journal of Contemporary Business Studies, 4(6), 11-19.
- Kumasey, A. S. (2014). Service quality and customer satisfaction: Empirical evidence from the Ghanaian public service. European Journal of Business and Management, 6(6), 172-181.
- Masdek, N. N., Abdulaziz, Y. &Awang, K. W (2011). Potential antecedents and outcomes of frontline employees’ service recovery performance. International Journal of Economics and Management, 5(1), 114 – 139.
- Masukujjaman, M. & Akhter, A. (2010). Quality of categorized service and customer satisfaction in banking industry: An empirical study on private commercial bank in Bangladesh.Journal of Business and Technology, 5(2), 17-29.
- Nawaz, M., Shakoor, M. I., &Pirzada, S. S. (2013). The professional development of employees in banks of Pakistan: A comparative study of public and private banks in Punjab Pakistan. International Journal of Learning and Development, 3(5), 89-110.
- Okoe, A. F., Adjei, J. S., & Osarenkhoe, A. (2013). Service quality in the banking sector in Ghana. International Journal of Marketing Studies, 5(2), 81-92.
- Petridou, E., Charalambos, S., Niki, G., & Chris, L. (2007). Bank service quality: Empirical evidence from Greek and Bulgarian retail customers. International Journal of Quality and Reliability Management, 24(6), 568-585.
- Ployhart, R. E., & Molitierno, T. P. (2011). Emergence of the human capital resource: A multilevel model. Academy of Management Review, 36(1), 127-150.
- Purohit,H. C. &Avinash, D. P. (2007). Service quality measurement and consumer perception about the services of banking institutions. Indian Journal of Marketing, 47(3), 1-12.
- Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D. & Naidoo, P. (2010). Service quality in the public service. International Journal of Management and Marketing Research, 3(1), 37 – 50.
- Su-Chin, H., Jui-Shin, L. & Hung-Chun, L. (2012). Analysis on literature review of competency. International Review of Business and Economics, 2, 25-50.
- Uddin, M. B. & Akhter, B. (2012). Determinants of customer satisfaction of banking industry in Bangladesh. Pakistan Journal of Commerce Social Sciences, 6(2), 242- 256.
- Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(April), 35-48.
- Zhang, Y. (2008). Problems existing in China's hotel service and study on the strategy from the aspect of customer value. Journal of Politics and Law, 1(2), 60-63.
We sincerely appreciate the management of Covenant University for the support and sponsorship of this research work.