An Assessment of the Effect of Staff Training On Customer Service Delivery (A Case Study at Barclays Bank Ghana Limited)
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Date
2012
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Abstract
This study brings understanding to the issue of the effect of training on customer service delivery based on a contextual analysis of a limited number of training sessions held for staff of Barclays bank. The general objective of the study was to access the effect of staff training on customer service delivery at Barclays Bank. The study was a case study. Primary data was obtained from a survey conducted using questionnaires among the staff of the bank and its customers. One hundred and fifty staff members and customers, each, of Barclays bank was selected by simple random sampling method to collect information. Two separate questionnaires were developed and administered to all the staff and customers of Barclays Bank. The study revealed that all the staff had special training towards improving customer service delivery and 75% of the bank’s customers perceived its service delivery as good. The study concluded that training received by bank staff on improving customer service delivery resulted in improving the performance of staff which resulted in improving the performance of staff which was perceived as good by the customers of the bank. It is recommended that the human resources department of Barclays Bank Ghana Ltd should train their staff on how to meet customer expectations, increase assertiveness, and deal with stress and how to maintain good customer service delivery. These are training areas recommended by the customers of the bank. The study significantly shows the effect of staff training on customer service delivery at Barclays Bank Ghana Ltd and provides information on training which can be used to improve the capacity, capability and performance of Barclays Bank Ghana Limited staff in customer service delivery.
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A Thesis submitted to the Institute of Distance Learning, Kwame
Nkrumah University of Science and Technology, Kumasi in partial fulfillment of
the requirements for the degree of
Commonwealth Executive Masters of Business Administration,