ON-THE-JOB TRAINING AND CUSTOMERS SATISFACTION OF COMMERCIAL BANKS IN RIVERS STATE

Abstract

The objective of this study was to examine on-the-job training and customers satisfaction in commercial banks in Port Harcourt, Rivers State. Primary and secondary sources were used for data collection and analysis using frequency distribution tables, mean scores and standard deviation. The population of the study was 300 top level and middle level managers. The Taro Yemeni formula was used to determine the sample size  of one hundred and seventy two (172). A total of 38 structured research items were designed and distributed to top and middle level managers of these banks in order to elicit responses from them. Methodology adopted was quantitative, descriptive and correlational research design. Again, structured questionnaire with 4 modified Likert scale was used as main source of data collection. Thereafter, mean and standard deviation were used to answer the research questions whereas Pearson Product Moment Correlation Coefficient was used to analyse the hypotheses with the aid of Statistical Package for Social Science (SPSS). It was also found that performance of these commercial banks largely depends on how adequate they develop their human capital through different kinds of training, orientation and development given to them such on-the-job training. It was our candid recommendation among others, that directors and managers of banks should periodically organize training, workshops, seminars and conferences to equip their staff with the relevant skills and aptitudes to be brought to bear on the corporate performance of their organisation.