ENHANCING
BANKING SERVICE EFFICIENCY THROUGH MANPOWER DEVELOPMENT IN THE BANKING SECTOR
(A Study of Unity Bank in Kaduna
Central Area, Kaduna)
ABSTRACT
Efficient service delivery in the banking industry
as in deed in every aspect of public service is a function of qualified and
well trained personnel. This research project studies the relationship between
the quality of service delivery and the training received through the manpower
development scheme of Unity Bank, Kaduna branch. The study covers five
chapters. The problem of the study is to determine the adequacy of the bank’s
manpower development in relation to the need of its staff. Survey research
design was adopted for the study. 30 people was chosen as sample size out of
the 530 population using simple random sampling techniques. Relevant research
questions were formulated and used for gathering of data with its qualitative
instrument questionnaire. The survey to the research question have produce a
number interested findings. One of the important findings shows that there is a
strong relationship between service efficiency and manpower development in
Unity bank. The study conclusively discovered that despite the need to achieve
competitive advantage through an efficient service delivery Nigeria banking
industry especially Unity bank’s manpower development scheme is inadequate in
meeting the need for an efficient and professionally sound banking personnel.
It is thus recommended that the bank should encourage its staff to pursue other
relevant professional course outside the one received in their training
schools.
TABLE OF CONTENTS
Title
page – – – – – – – – – i
Declaration – – – – – – – – – ii
Approval
page – – – – – – – – iii
Dedication – – – – – – – – – iv
Acknowledgement – – – – – – – – v
Abstract – – – – – – – – – vi
Table
of contents – – – – – – – – vii
CHAPTER
ONE: (Introduction)
1.0 Background of the Study – – – – – – 1
1.1
Statement
of the Problems – – – – – – 3
1.2
Objective
of the Study – – – – – – 4
1.3
Scope
of the Study – – – – – – – 4
1.4
Research
Question – – – – – – 5
1.5
Significant
of the Study – – – – – – 5
1.6
Limitation – – – – – – – – 6
CHAPTER
TWO: (Literature
Review)
2.0 Introduction – – – – – – – 7
2.1 Training and Development Defined – – – – 7
2.2 Type of Training and Development – – – – 16
2.3 Education and Training – – – – – – 20
2.4 Training Needs – – – – – – – 21
2.5 Training Development and Productivity – – – 23
2.6 Training Programme for Effective Personnel
– – – 24
2.7 Factors that Hindered Training and
Development – – 26
CHAPTER
THREE: (Research Methodology)
3.1 Introduction – – – – – – – – 28
3.2 Research Design – – – – – – – 28
3.3 Area of Study – – – – – – – 28
3.4 Population of the Study – – – – – – 29
3.5 Sampling Size and Techniques – – – – – 29
3.6 Instrument for Data Collection – – – – – 29
3.7 Method of Data Analysis and presentation – – – 30
CHAPTER
FOUR: (Data
Analysis and Interpretation)
4.0 Introduction – – – – – – – – 31
4.1 Characteristics of the respondents – – – – 31
4.2 Presentation of Data Analysis – – – – – 33
4.3 Data Analysis – – – – – – – 33
4.4 Summary of Findings – – – – – – 39
4.5 Discussion of Findings – – – – – – 39
CHAPTER
FIVE: (Summary,
Conclusion and Recommendation)
5.0
Introduction – – – – – – – – 41
5.1
Summary – – – – – – – – 41
5.2
Conclusion – – – – – – – – 43
5.3
Recommendations – – – – – – – 47
Reference: – – – – – – – – 50
Appendix A: Letter of
Introduction
Appendix B: Questionnaire
CHAPTER
ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Training
and development has become an increasing and necessary tool of personnel and
human resources management in any organization. The growth of an organization
is likely to be limited more by the quality and number of its personnel than
any other factors.
Because of the
changing nature of business environment due to modern technology, organizations
have to adopt themselves in order to survive and grow up. To achieve this, the
need for effective training and development ought to be seriously emphasized,
which will create an impartation of new skills, knowledge etc. to an
individual, collective workers that will lead to enhancing productivity in an
organization (Bala 1996). is
of the view that Nigerians are not yet in effective control of the private
sector of the economy because of neglect of staff training and development
programmes by business organization. To this effect, there is need for training
and development for staff to enhance efficiency and productivity. When there is
training and development in an organization, it help the organization toward
attainment of aims and objectives of the organisation.
Training has been
defined by (Onasanya 1999, pg 104) as the systematic development of knowledge,
skill, attitude and behavioural pattern required by an individual in order to
perform adequately in a given task or job.
Development on
the other hand is the broader scope of improvement, growth in abilities,
attitude and personal traits. Once is properly trained it will affect on
efficiency, morals and it reduce labour turnover and also give one a better
knowledge, increase loyalty and environment for the achievement of the pre –
set goals.
Furthermore,
Novit (2001, pg 26) said training is often thought of as something which occurs
in a class room or in an on the job encountered between someone who is teaching
and someone who is being thought.
Training
and development are very important to any organization that undergoes it and
when it is correctly done, it will bring the following benefits to the
organization and individuals.
·
It can remove performance deficiencies of an employee, which
lead to better performance of the employee, and of course the organization will
be more effective.
·
Training and Development provide for succession. Personnel
who are given adequate training and development can easily replace an employee
that has been transferred, promoted or discharged.
·
It promotes industrial relations. A well training work team
is more likely to respond positively to industrial system and discipline.
1.2 STATEMENT OF THE PROBLEMS
The cruel
nature of management organization in Nigeria have over the years reflected on
their emphasis on high profitability without due consideration of the training
and development of the employee that will make this possible. This is readily
noticed in the Nigeria banking industry where the employees’ private lives are
jeopardized in the course of trying to meet the high demands and targets of the
management. Young graduates who are ignorant of what is happening in the
banking industry often fall into this trap, and the economy is not helping
matters in any way. It’s high time this problem is visited and a lasting
solution provided for it in the interest of the nation and the corporate
bodies.
1.3 OBJECTIVE OF THE STUDY
The
problem facing training and development in enhancing productivity in an
organization has been something of great concern.
This research
intends to: –
1. To examine the
relationship between manpower planning and human resource development
2. To investigate the impact
of manpower planning and development on Unity Bank services
3. To appraise manpower
training and development practice of Unity Bank
4. To examine the manpower
planning of Unity Bank.
1.4 SCOPE OF THE STUDY
The
study intends to look at the enhancing banking Service Efficiency through
manpower Development and training in Unity Bank Plc. This research intends to
cover the Human resource Department, Manpower development and training
department of the organisation understudy with specific reference to Unity Bank
Plc Independence way, Magadishu Layout main branch, Kaduna central area.
1.5 RESEARCH QUESTION
The
following research questions have been formulated to guide the study.
1. Is there any relationship
between manpower planning and human resource development?
2. Will effective manpower
planning and development improve services of Unity Bank?
3. Does a good practice exist
in Manpower training and development in Unity Bank?
4. Does Unity Bank actually
plan for training and development of their staff?
1.5 SIGNIFICANT OF THE STUDY
The
significant of the study is to help imbibe the spirit of training and
development in both the private and public organization as an effective to
human resources tools to enhance efficiency and productivity in the attainment
of aims and objectives of such organizations. It will help the personnel
department to prepare its employee for present and future job situations.
1.6 LIMITATION
There
is no research carried out without problems. Therefore the researchers
encountered some problems in the course of this research which are as follows:
–
Insufficient resource
material on this topic posed as challenge at the course of carrying out this project
work as no much relevant work is been done on this topic previously
–
Time limit set for the
completion of this project work is too short as both academic work and examination are been carried out
concurrently.
–
Respondents are very
reluctant in giving useful information regards to questionnaire distributed