IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANK ON EFFICIENT CUSTOMER SERVICE
Need help with a related project topic or New topic? Send Us Your Topic
DOWNLOAD THE COMPLETE PROJECT MATERIAL
IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANK ON EFFICIENT CUSTOMER SERVICE
ABSTRACT
The provision of quality service to consumers is the primary focus of every institution seeking growth and sustenance. Human resources have a bigger impact on the quality of service provided to clients, so senior management must pay attention to human resource systems and customer service in their organisations.
The major goal of this study is to determine how an organization’s architecture influence customer service and, as a result, service quality. The study was carried out at the Access Bank in Uyo.
The study’s objectives were divided into two categories: general and specific. The basic goal was to investigate Access Bank, Uyo’s organisational structures and how they affect customer service. The sample approach used was random sampling.
The study included a total of two hundred and twenty-seven (227) participants, of whom 150 were scheme users and 77 were scheme workers. The study included both primary and secondary data, with the former collected through a field survey and the latter from the internet, books, and the scheme’s office.
The quantitative method was employed to analyse the data. Correlation and regression analysis were conducted. According to the data, Access Bank employees value structures and systems.
The scheme’s structures and systems also contribute positively to their customer service, but they do not have a big impact on service quality, and the same is true for their personnel’ performance.
As a result, it was advised that Access Bank implement negotiated orders to allow other departments to assist one another as necessary. It was also recommended that the plan develop an acceptable culture in order to deliver satisfactory service to its clients.
Chapter one
INTRODUCTION
1.1 Background of the Study
An organisational structure describes how activities such as work distribution, coordination, and supervision are oriented towards the attainment of organisational goals (Pugh, 1990). According to Michael (2007), organisational structure has two significant effects on organisational action.
It serves as the foundation for standard operating procedures and routines, as well as determining which persons are allowed to participate in certain decision-making processes, and thus how much their opinions influence the organization’s actions. A deficit in a current organisational structure indicates the need for a change.
One of the key goals of Organisation Development is to give opportunity for all members of an organisation, as well as the organisation itself, to reach their full potential.
An purposeful, planned organization-wide effort can help boost efficiency and effectiveness in an organisation, allowing it to be both employee and customer centred.
According to Burke (1982), OD is more than just “anything done to better an organisation”; it is a specific type of change process that is designed to produce a certain end result.
The planned change process includes organisational reflection, system improvement, self-analysis, and planning. Positive transformation is vital for every organisation and requires employee participation.
Human resources are an organization’s most valuable assets since they play a critical part in its success or failure and have a significant impact on its transition process as well.
As a result, all levels of management, particularly those at the top of an organisation, must learn how to collaborate with them in order to achieve customer happiness.
Need help with a related project topic or New topic? Send Us Your Topic