WAITING TIME, STRESS AND WORK PERFORMANCE IN the BANKING INDUSTRY IN PORT HARCOURT METROPOLIS, RIVERS STATE, NIGERIA

Abstract

This study explored how waiting time and stress negatively influence work performance in the banking industry in Port Harcourt metropolis, Rivers State, Nigeria. The objectives of the study were to investigate how the waiting time influenced customers’ satisfaction in the banking industry and to examine the extent to which stress influenced efficient productivity in the banking industry in the study area. Two research questions were drawn from the foregoing objectives. The descriptive design was used for the study. The population figure of 2482 covered all bankers in the banking industry. A sample of 344 respondents was drawn from the population of the study. The selection was done through the use of simple random sampling and purposive sampling techniques. The questionnaire was the instrument used for data collection. The instrument was face validated by professionals in the Department of Sociology, Faculty of Social Sciences, University of Port Harcourt, Choba. Furthermore, the reliability value of 0.88 Correlation Co-efficient was obtained for the study. The statistical methods used for the study were percentage and frequency tables. The percentage and frequency tables were used to analyze both biographic data of respondents and results from responses of research questions. The results of the analyses revealed that waiting time and stress influenced work performance in the banking industry in Port Harcourt Metropolis in Rivers State, Nigeria. Based on these findings, the study recommended among others, that the Federal Government should make new laws on e-banking that would help reduce long waiting time and stress in the banking industry. With this, bottlenecks in service delivery to customers will be reduced and bank workers will be free from work pressure that would predispose them to stress in the study area.