This document summarizes a study that examined the relationship between labor turnover and bank performance in Ghana. The study found a positive relationship, with labor turnover contributing to around 55.8% of customer complaints, while other factors accounted for the remaining 44.2%. Interviews with bank employees supported the finding that labor turnover increases customer complaints in the short term as new employees learn their jobs. The study concluded that Ghanaian banks need strategies to retain existing employees in order to maintain relationships with customers and improve performance.
Organizational Efficiency and Internal Customer Satisfaction: A Case Study of...paperpublications3
Abstract: The study sought to examine organizational efficiency on internal customer satisfaction at Accra Technical University. Data collected from 75 employees were used through census in order to ensure high representativeness and generalization. The main instrument for the study was the questionnaire. The SPSS (Version 16.0) software was used to analyse the data. The results were expressed to percentages (%). In terms of satisfaction with support from other workers, slightly more than half of the respondents were satisfied at the workplace. Similarly, with regards to efficiency in the organisation, the majority of the employees were dissatisfied with all the three indicators used to measure the construct. For example, in all the three indicators, more than two-thirds indicated their dissatisfaction. Finally, as to what can be done to improve internal support in the Technical University, the respondents were actually not too certain to comment. In conclusion, effective communication with external customers and feedback system in the Technical University are a big challenge and that if left unchecked has the potential to affect the organization's efficiency. It is therefore recommended that management should put measures in place for improving communication system in the Technical University, since this has a great potential to prevent the company from achieving its targets. It is also recommended that employees should be rewarded after delivering excellent results apart from their monthly salary so as to highly motivate them to see the University succeed.
Organizational Efficiency and Internal Customer Satisfaction: A Case Study of...paperpublications3
Abstract: The study sought to examine organizational efficiency on internal customer satisfaction at Accra Technical University. Data collected from 75 employees were used through census in order to ensure high representativeness and generalization. The main instrument for the study was the questionnaire. The SPSS (Version 16.0) software was used to analyse the data. The results were expressed to percentages (%). In terms of satisfaction with support from other workers, slightly more than half of the respondents were satisfied at the workplace. Similarly, with regards to efficiency in the organisation, the majority of the employees were dissatisfied with all the three indicators used to measure the construct. For example, in all the three indicators, more than two-thirds indicated their dissatisfaction. Finally, as to what can be done to improve internal support in the Technical University, the respondents were actually not too certain to comment. In conclusion, effective communication with external customers and feedback system in the Technical University are a big challenge and that if left unchecked has the potential to affect the organization's efficiency. It is therefore recommended that management should put measures in place for improving communication system in the Technical University, since this has a great potential to prevent the company from achieving its targets. It is also recommended that employees should be rewarded after delivering excellent results apart from their monthly salary so as to highly motivate them to see the University succeed.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
Abstract: Due to implementation of government policies on globalization and liberalization, the customer have become more critical about the service quality of the product. In the present era, consumers have become more aware about the alternatives available in the market related to the services and service providers. Due to increase in customer awareness, customer expectations are rising and the providers should aware about the expectations of the customer. This study compares customers’ perceptions of service quality of both public and private sector insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance has been measured through SERVQUAL scale.
Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by customers to assess service quality. This study is confined to four major life insurance companies in India.
Impact of Web Advertisement on Customers Perception - A Case of Banking Sectorscmsnoida5
Nowadays a lot of innovative services are
offered by the financial service providers to their
customers. The use of more innovation in the
financial sector is the resultant of the day by day
advancement in the technology. Also customer
of today is well aware of the latest technology
and they demand their providers to execute
the technology for business prospective. Target
of all financial service providers’ advertisers
is to reach maximum customers. For this they
utilize every promotional and advertisement
channel so as to reach and inform maximum
public about their products. The purpose of
present study is to determine impact of web
advertisement on customer perception in case of
banking sector. The data will be collected from
200 approx respondents who are aware of the
web advertisements. The collected data will be
put in the Statistical Package for Social Sciences
(SPSS). Afterwards the regression analysis and
correlation analysis will be applied in order to
determine the impact of the web advertisement
on the purchase intention of the customers in
regards to the banking and investment products.
Predicting Corporate Failure - An Application of Discriminate Analysisscmsnoida5
Corporate failure is a serious problem being
confronted by the corporate world. This issue
has been a subject of intensive research and
discussion by economists, bankers, creditors,
equity shareholders, accountants, marketing
and management experts. The present study
aims at developing a model for prediction
of corporate failure on the basis of financial
ratios. The study is based on the data of
selected firms from chemical industry (with
equal number of failed and non failed firms).
The discriminant analysis has been used to
discriminate between failed and non failed
firms. It is concluded that some of the
financial ratios can significantly differentiate
between failed and non failed firms. The
finding will be useful for the banks and other
financial institutions in designing a suitable
credit appraisal and monitoring system for their
loans. This model could guide the policy makers
to prepare an early warning system to avoid
bankruptcy.
Emerging Trends in Recruitment Process OutsourcingIJMTST Journal
With the changing times the roles of HR are also changing and became more diversified. The competitive pressures wrought by the new economy call for a change in the role of the “Human Resources” function. In today’s business environment HR must become a leader in identifying new business opportunities, defining business strategy and corporate priorities, and preparing the organization for continuous and often disruptive changes. Similar is the case with the profile of recruitment – having limited perspective changes and gets a new face having many changes and broader perspective. Hiring good people is one of the most significant contributions of the HR function. To find the right person who would fit the job specification is increasingly becoming difficult. Thus, many specialized firms that totally deal with the hiring process have come up as a boon for the organizations, giving birth to the “Recruitment Process Outsourcing” (RPO). The objective of the RPO’s is to provide effective recruitment, reducing the hiring costs significantly to generate greater results.
Ataullah Muneeb and Matiullah Shinwari. “Customer Relation Management (CRM) and its Impact on Organizational Performance: A Case of Etisalat Telecommunication in Afghanistan” United International Journal for Research & Technology (UIJRT) 1.4 (2019): 01-09
Employee Perception of Appraisal and Employee Commitment in Selected Deposit ...ijtsrd
There is an employee productivity problem in money deposits in Nigeria. Employees are less committed to work, constantly fail to meet deadlines and procrastinate. Existing employee problems point to the fact that there is a lingering commitment problem in the workplace. On one side, growing evidence points out that the perception employees have of bank performance appraisal is affecting employees work commitment. Banks are not achieving their desired goals of yearly enhancing productivity from their human and material resources. There are few accepted systems in place to investigate employee perception of performance appraisal systems and this has influenced turnover intentions. The most significant expression of declining productivity in the banks is poor attention to details, wasting time on meaningless activities, declining to identify with the bank mission goals, all pointing to employee commitment problem. Therefore, this paper examines the effect of effect employee perception of appraisal has on employee commitment in the selected money deposit banks in Lagos State. The study adopted a survey research design. The population was 4,655 employees of Access bank in Lagos and Guaranty Trust Bank GT Bank in Lagos. A sample size of 356 was determined using were determined using Cochran’s formula. The study adopted a cluster random sampling technique. A structured questionnaire was adapted and validated to collect data from the respondents. Data collected were analyzed using descriptive and inferential simple linear regression analysis statistics. Findings revealed that employee perception of appraisal had significant effect on employee commitment R2 = 0.649, F 1,333 = 615.082, p 0.05 in the selected money deposit banks in Lagos State. The study concludes that employee perception of appraisal affects employee commitment of money deposit banks in Lagos State. The study recommended that deposit money banks should employ an appraisal system that is transparent to eliminate perception errors and build a social context that strategically encourages organizational citizenship behavior and employee productivity. Osarumese Ekhoragbon | Amos-Fidelis, N. B. "Employee Perception of Appraisal and Employee Commitment in Selected Deposit Money Banks in Lagos State, Nigeria" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd43656.pdf Paper URL: https://www.ijtsrd.commanagement/hrm-and-retail-business/43656/employee-perception-of-appraisal-and-employee-commitment-in-selected-deposit-money-banks-in-lagos-state-nigeria/osarumese-ekhoragbon
Extrinsic Reward and Employee Engagement in Selected Commercial Banks in Anam...ijtsrd
The study examined extrinsic reward and employee engagement in selected commercial bank in Anambra state Nigeria. Specifically, the study assesses the relationship between bonus and employee’s engagement in selected commercial bank in Anambra state Nigeria and determine relationship between promotion and employee’s engagement in selected commercial bank in Anambra state Nigeria, Two research questions and hypotheses were formulated for the study in line with the objectives. The study made use of correlational design and the area of study was Anambra state. The population for the study was based on 60 middle and lower level manager in new generational commercial banks such as access bank, Polaris bank and fidelity bank. Research instruments were validated and reliable. Correlation analysis was used to taste the research questions and hypotheses. The study revealed that there is significant relationship between extrinsic reward and employee engagement in selected commercial bank in Anambra state Nigeria. It was recommended that banks should pay more attention to reward system at the work place as it is found to have an impact on employee engagement with respect to service quality of operation and where possible strict penalties should be taken into consideration in order to boost performance. The management should encourage the concept of reward system as this will give employee the determination to feel needed at the job and as a result will boost their performance in selected commercial banks Anambra State Nigeria. Ugochukwu Paul Orajaka | Obiasor, Chikaosolu Blessing "Extrinsic Reward and Employee Engagement in Selected Commercial Banks in Anambra State Nigeria" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-3 , April 2022, URL: https://www.ijtsrd.com/papers/ijtsrd49684.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/49684/extrinsic-reward-and-employee-engagement-in-selected-commercial-banks-in-anambra-state-nigeria/ugochukwu-paul-orajaka
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
Abstract: Due to implementation of government policies on globalization and liberalization, the customer have become more critical about the service quality of the product. In the present era, consumers have become more aware about the alternatives available in the market related to the services and service providers. Due to increase in customer awareness, customer expectations are rising and the providers should aware about the expectations of the customer. This study compares customers’ perceptions of service quality of both public and private sector insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance has been measured through SERVQUAL scale.
Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by customers to assess service quality. This study is confined to four major life insurance companies in India.
Impact of Web Advertisement on Customers Perception - A Case of Banking Sectorscmsnoida5
Nowadays a lot of innovative services are
offered by the financial service providers to their
customers. The use of more innovation in the
financial sector is the resultant of the day by day
advancement in the technology. Also customer
of today is well aware of the latest technology
and they demand their providers to execute
the technology for business prospective. Target
of all financial service providers’ advertisers
is to reach maximum customers. For this they
utilize every promotional and advertisement
channel so as to reach and inform maximum
public about their products. The purpose of
present study is to determine impact of web
advertisement on customer perception in case of
banking sector. The data will be collected from
200 approx respondents who are aware of the
web advertisements. The collected data will be
put in the Statistical Package for Social Sciences
(SPSS). Afterwards the regression analysis and
correlation analysis will be applied in order to
determine the impact of the web advertisement
on the purchase intention of the customers in
regards to the banking and investment products.
Predicting Corporate Failure - An Application of Discriminate Analysisscmsnoida5
Corporate failure is a serious problem being
confronted by the corporate world. This issue
has been a subject of intensive research and
discussion by economists, bankers, creditors,
equity shareholders, accountants, marketing
and management experts. The present study
aims at developing a model for prediction
of corporate failure on the basis of financial
ratios. The study is based on the data of
selected firms from chemical industry (with
equal number of failed and non failed firms).
The discriminant analysis has been used to
discriminate between failed and non failed
firms. It is concluded that some of the
financial ratios can significantly differentiate
between failed and non failed firms. The
finding will be useful for the banks and other
financial institutions in designing a suitable
credit appraisal and monitoring system for their
loans. This model could guide the policy makers
to prepare an early warning system to avoid
bankruptcy.
Emerging Trends in Recruitment Process OutsourcingIJMTST Journal
With the changing times the roles of HR are also changing and became more diversified. The competitive pressures wrought by the new economy call for a change in the role of the “Human Resources” function. In today’s business environment HR must become a leader in identifying new business opportunities, defining business strategy and corporate priorities, and preparing the organization for continuous and often disruptive changes. Similar is the case with the profile of recruitment – having limited perspective changes and gets a new face having many changes and broader perspective. Hiring good people is one of the most significant contributions of the HR function. To find the right person who would fit the job specification is increasingly becoming difficult. Thus, many specialized firms that totally deal with the hiring process have come up as a boon for the organizations, giving birth to the “Recruitment Process Outsourcing” (RPO). The objective of the RPO’s is to provide effective recruitment, reducing the hiring costs significantly to generate greater results.
Ataullah Muneeb and Matiullah Shinwari. “Customer Relation Management (CRM) and its Impact on Organizational Performance: A Case of Etisalat Telecommunication in Afghanistan” United International Journal for Research & Technology (UIJRT) 1.4 (2019): 01-09
Employee Perception of Appraisal and Employee Commitment in Selected Deposit ...ijtsrd
There is an employee productivity problem in money deposits in Nigeria. Employees are less committed to work, constantly fail to meet deadlines and procrastinate. Existing employee problems point to the fact that there is a lingering commitment problem in the workplace. On one side, growing evidence points out that the perception employees have of bank performance appraisal is affecting employees work commitment. Banks are not achieving their desired goals of yearly enhancing productivity from their human and material resources. There are few accepted systems in place to investigate employee perception of performance appraisal systems and this has influenced turnover intentions. The most significant expression of declining productivity in the banks is poor attention to details, wasting time on meaningless activities, declining to identify with the bank mission goals, all pointing to employee commitment problem. Therefore, this paper examines the effect of effect employee perception of appraisal has on employee commitment in the selected money deposit banks in Lagos State. The study adopted a survey research design. The population was 4,655 employees of Access bank in Lagos and Guaranty Trust Bank GT Bank in Lagos. A sample size of 356 was determined using were determined using Cochran’s formula. The study adopted a cluster random sampling technique. A structured questionnaire was adapted and validated to collect data from the respondents. Data collected were analyzed using descriptive and inferential simple linear regression analysis statistics. Findings revealed that employee perception of appraisal had significant effect on employee commitment R2 = 0.649, F 1,333 = 615.082, p 0.05 in the selected money deposit banks in Lagos State. The study concludes that employee perception of appraisal affects employee commitment of money deposit banks in Lagos State. The study recommended that deposit money banks should employ an appraisal system that is transparent to eliminate perception errors and build a social context that strategically encourages organizational citizenship behavior and employee productivity. Osarumese Ekhoragbon | Amos-Fidelis, N. B. "Employee Perception of Appraisal and Employee Commitment in Selected Deposit Money Banks in Lagos State, Nigeria" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd43656.pdf Paper URL: https://www.ijtsrd.commanagement/hrm-and-retail-business/43656/employee-perception-of-appraisal-and-employee-commitment-in-selected-deposit-money-banks-in-lagos-state-nigeria/osarumese-ekhoragbon
Extrinsic Reward and Employee Engagement in Selected Commercial Banks in Anam...ijtsrd
The study examined extrinsic reward and employee engagement in selected commercial bank in Anambra state Nigeria. Specifically, the study assesses the relationship between bonus and employee’s engagement in selected commercial bank in Anambra state Nigeria and determine relationship between promotion and employee’s engagement in selected commercial bank in Anambra state Nigeria, Two research questions and hypotheses were formulated for the study in line with the objectives. The study made use of correlational design and the area of study was Anambra state. The population for the study was based on 60 middle and lower level manager in new generational commercial banks such as access bank, Polaris bank and fidelity bank. Research instruments were validated and reliable. Correlation analysis was used to taste the research questions and hypotheses. The study revealed that there is significant relationship between extrinsic reward and employee engagement in selected commercial bank in Anambra state Nigeria. It was recommended that banks should pay more attention to reward system at the work place as it is found to have an impact on employee engagement with respect to service quality of operation and where possible strict penalties should be taken into consideration in order to boost performance. The management should encourage the concept of reward system as this will give employee the determination to feel needed at the job and as a result will boost their performance in selected commercial banks Anambra State Nigeria. Ugochukwu Paul Orajaka | Obiasor, Chikaosolu Blessing "Extrinsic Reward and Employee Engagement in Selected Commercial Banks in Anambra State Nigeria" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-3 , April 2022, URL: https://www.ijtsrd.com/papers/ijtsrd49684.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/49684/extrinsic-reward-and-employee-engagement-in-selected-commercial-banks-in-anambra-state-nigeria/ugochukwu-paul-orajaka
Grievance Resolution Mechanism on Employee Productivity: Commercial Banks in ...paperpublications3
Abstract: Motivation of employees has always been quantified in financial attributes. For productivity to occur then there is need for using non-financial motivational initiatives. This study purposed to analyze the role of motivational initiatives on employee productivity with specific reference to commercial banks in Bungoma County. The study was guided by the objective: to establish the role of grievance resolution on employee productivity. The study adopted a survey design with a focus on 536 bank employees of different job cadres drawn from 11 banks. A sample size of 229 was obtained using Yamane’s formula. Stratified sampling technique was employed with six strata’s obtained from six job cadres from top management to clerical staff. Structured questionnaires were the main data collection tools and analysis was aided by use Statistical Program for Social Scientist (SPSS) where descriptive and inferential statistics was applied and there after presentations of findings was done using tables. There was a positive strong correlation between grievance resolution and employee productivity. r = .754, p (0.00) < α (0.05). The study concludes that the non-financial motivation strategy influenced employee productivity in commercial banks. The study recommends introduction of impartial dispute meetings to resolve grievances.
Customer relationship marketing is an emerging customer innovation focused on growing customer’s
satisfaction, retention and loyalty that will culminate into bank profitability. The paper investigated the impact
of investment in implementing customer relationship marketing on the performance of commercial banks in
Nigeria. The study was carried out in Federal capital territory Abuja,
Financial Incentive a Motivation Tool for Enhancing Employee Performance in a...ijtsrd
The purpose of this study is to determine the relationship between financial incentives as a motivational tool and employees’ performance in a recessed economy a case study of selected Hotels in Awka metropolis in Anambra State. The populations of the study were 51 workers, as for the respondents of the sample, they were 45 employees selected from 3 hotels in UNIZIK junction temporary site in Awka metropolis were sampled 15 from each hotel who received 45 questionnaires, 41 questionnaires were returned, which forms 93 of the sample. Convenience sampling was used as a sampling design and questionnaire in Likert form was used to gather data from the participants descriptive statistics frequency, percentage and mean, etc was used to analysis findings. The Pearson Product Moment Correlation Coefficient was used to test the hypotheses that guided the study. The results show significant association between financial incentives and employee performance which collaborates with the expectancy theory of Vroom 1964 134 . The study reveals financial incentives such as commission on sales given to workers in an organisation has a significant influence on the workers commitment. The researcher recommended that financial incentives should be given according to the level of performance in order to persuade the employees into doing their best as to improve their performance in order to persuade the employees into doing their best as to improve their performance by doing so, incentives will be associated with improving the performance and vice verse, without having any vested interests. Finally, this study has verified further research opportunities that could enrich the understanding of incentives and employee performance in Hotel firms. Osifoh Ozoya Austine | Musah Ishaq "Financial Incentive a Motivation Tool for Enhancing Employee Performance in a Recessed Economy: A Case Study of Selected Hotels in Awka Metropolis" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-5 , August 2022, URL: https://www.ijtsrd.com/papers/ijtsrd50418.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/50418/financial-incentive-a-motivation-tool-for-enhancing-employee-performance-in-a-recessed-economy-a-case-study-of-selected-hotels-in-awka-metropolis/osifoh-ozoya-austine
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
Investigating the main factors that influence employee retention at private u...AI Publications
This study aimed to examine the main factors influencing employee retention at private universities in Kurdistan. A quantitative method was used to analyze the data in this study, the researcher prepared questionnaire and distributed in the private universities. The survey was divided into two sections; the first section was demographic analysis which started with respondent’s age, gender, and level of education. The second section of survey consisted of 28 questions regarding factors affecting employee retention. A random sampling method was used in this study. The researcher distributed 140 questionnaires, 115 questionnaires were received and being completed properly and 25 questionnaires were missing. Participants were varied as for age, gender and level of education. The findings revealed that the highest value was for job security, which demonstrates that the degree of employee retention increases by their job security factors.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A Study of Job Satisfaction in a Call Centre with Special Reference to Pune i...Dr. Amarjeet Singh
The purpose of this paper is to examine the
significance of job satisfaction in call centre on employees.
The approach implemented in this study was a quantitative
research. This was conducted via self-designed questionnaire,
based on critical analysis of the literature available on Job
satisfaction in call centres. The findings suggest that high
stress, odd working time, and work environment have a
negative impact on employees’ job satisfaction. Health issues
are created in the call centres. Although there have been
many works presented on call centres over the years and the
sector has matured, the business still seems to struggle with
similar problems. In the wake of social media and other
communication channels, call centres might have to go
through changes. In order to progress managers must
understand the value of their employee and their impact on
the customer. The findings of this paper may contribute to
employee or a manager working in the call centre
environment who is interested in transforming their centres
into customer contact centres, and improving circumstances
for employees and customers. The research may also
contribute the already existing literature.
Assignment:
Course Project: Analyze Resource Implications
Note: Please review the Course Project Overview (found under Week 1) before beginning this assignment.
When planning for change in student support programs, you must consider myriad financial and human resources implications. For this part of your Course Project, you will determine which resources will be required to make your program a reality. Consider the current financial and political environment at your institution when analyzing the necessary resources.
***Assignment****
How will you use data to guide your decisions in allocating financial and human resources? Prepare a 2- to 3-page paper, to be submitted outlining the following:
· The financial resources required for the new program
· The human resources required to start and sustain the new program
· A description of the roles and responsibilities of the relevant staff
· A rationale to support your decisions
Note: It is not necessary to specify dollar amounts for budgetary items or specific position titles. Simply describe the types of resources (financial and human) needed to support your program.
Assignment length: 2–3 pages
SWOT Analysis
Running head: SWOT ANALYSIS
1
SWOT ANALYSIS
2
SWOT Analysis
In the BlueShield Company procedures followed were mainly granted and modeled by the training programs offered by the company as well as our education system. This allows for the company to therefore, be a better organization. However, the models we learned are not applicable in reality. We, therefore, have to plan in order to be well prepared (Leiber et al., 2018).
Planning mainly constitutes analyzing our organization. In this, the planning will have to consider the last place of our organization and its future. The organization has to be inspected to find out its strengths, weaknesses, possible threats, as well as the available opportunities in order for it to be successful (Menga et al., 2015).
Objectives
The main objective of this SWOT analysis is to state the main ambition of BlueShield company and inspect the weaknesses, possible opportunities as well as threats that would deter the company from achieving its set goal. The analysis would also outline the present state of the company and its future.
Strengths
Weaknesses
· The professional staff is engaged in the company.
· There is a huge number of employees in the company.
· Unskilled labor force to supplement the number of employees.
· Employees focus more on the output, they therefore, make errors which lead to clients’ dissatisfaction. This action will cost the company and can cost them dearly.
· Customers who visit the company per year are almost close to 120 million which is a good number.
· Collaborations with other companies have always been strong.
· The process of supplying facilities by the company is realized by courier vehicles.
· Outreach programs in society are strengthened in the company’s welfare activities.
· The company has many depar.
Engagement and Employer Branding - Presentation given to the Northamptonshire...Kier Group
Introduction to the subject of Engagement and Employer Branding given by Katherine Morris, Principal Consultant at Holistic People at the Northamptonshire Branch of the CIPD.
Also gave a presentation outlining the approach taken at RSA Insurance Group plc. Contact Holistic People for further information and support with your engagement and employer branding strategy.
Traditionally - like every year - we have prepared a summary of ten most important (in our opinion) phenomena which will shape the future of the human development sector. This publication has been compiled on the basis on dozens of conversations, participation in about twenty conferences, a thorough analysis of reports that came to light over the past months. Most important information and conclusions come directly “from the field” – from our Customers as well as Trainers and Consultants, who have executed hundreds of House of Skills and e-learning.pl projects, cooperating with organizations in whole Poland.
Similar to Labour turnover and its impact on performance of banks in ghana (20)
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
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Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
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Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
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Labour turnover and its impact on performance of banks in ghana
1. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 4, No.7, 2012
Labour turnover and its impact on performance of Banks in Ghana
Dr. Gabriel Dwomoh, Thomas Korankye
Institute of Entrepreneurship and Enterprise Development, Kumasi Polytechnic, Kumasi Ghana
Email of corresponding author: gabdwumo@yahoo.com
Abstract
The normal saying that the devil you know is better than the angel you do not know suggest that it is better for
organizations to continue working with their existing employees than to encourage labour turnover by employing
new employees most of the time. The research was done to examine labour turnover and its impact on performance
of Banks in Ghana. Two main sources of data namely primary and secondary were used in the study. The primary
data refers to the interviews that where conducted with employees of the banks selected for the study. The
secondary source was through journals, textbooks and annual reports of Bank of Ghana. Convenience Sampling
was used and the study concluded that there is a positive relationship between labour turnover and performance of
Banks in Ghana in terms of customer complains. The analysis through the coefficient of determination calculated
indicated that its contribution to performance of Banks in Ghana in terms of customer complains is 55.8% whilst
other factors contribute to 44.2%. The Chi Square Statistic (X2) calculated 71.074 made the study to reject the null
hypothesis formulated by accepting the alternative hypothesis that customer complains is dependent on labour
turnover in Banks in Ghana. Interviews conducted with the employees (72.3%) also showed that labour turnover
play a significant role in terms of quality of services rendered to customers especially in the short run. The study
concluded by recommending positive measures which Banks in Ghana need to adopt in order to maintain their
existing employees so as continue the relationship they had already established with customers.
Keywords: Labour turnover, customer complains, performance, banking industry
1. Introduction
Labour turnover is a term that is widely used by many human resource practitioners. It is true that many studies have
been conducted on this topic but what must be noted here is that most of the researchers focus on the causes and as
such little had been done on examining the sources of employee turnover, effects and various strategies that can be
used by managers in various organizations in Ghana to ensure that there is employee continuity in their organizations
to enhance overall organizational performance. According to Price (1977) employee turnover is the ratio of the
number of organizational members who have left during the period being considered divided by the average number
of people in that organization during the period. This term is also often utilized in efforts to measure relationships of
employees in an organization as they leave, regardless of the reason. Organizations all over the world including
Banks in Ghana invest a lot in their employees in terms of training, developing, maintaining and retaining. For
example, many Banks in Ghana such as Standard Chartered, Barclays, Ecobank, Ghana Commercial and Agricultural
banks have established training centers and allocates huge budget to these training centers so that their employees
can be trained to improve their skills and knowledge. The essence of providing these huge sums of money toward
training actually conforms to the comment given by Becker (1999) that the most common cause of employees
leaving their jobs is inability of the employees to match their skills against the skills demanded by the job.
According to Kevin et al (2004), although there is no standard framework for understanding employee’s turnover
process as whole, a wide range of factors have been found useful in interpreting employee turnover. In line with this,
there is need to develop a fuller understanding of employee turnover, more especially its impact on performance of
Banks in Ghana. With the increase in competition in the Ghana’s banking industry, Banks in Ghana should note
that their competitive advantage can easily erase if they experience high rate of labour turnover. This is based on
the fact that whilst tangible products can easily be copied and imitated, intangible assets such as the skills and
knowledge of the employees cannot be copied by rivals. The most common means by which a rival can have
access to the skills and knowledge of an organization is where there is a labour turnover and as such the employee
leaves the organization and joins the rival. When organizations employ new people due to the existing employee
leaving, it takes time for the employee to get the necessary skills and knowledge required by the job and as such
whilst the new employee is in the process of learning, it is believed that the work provided by the new employee will
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not meet the expectation of the customer and as such that affects the overall performance of the company in terms of
increase in customer complains. Information from Bank of Ghana Annual Report (2005) indicates that the Central
Bank handled various complains from the general public due to poor services rendered by various banks. These
include unfair banking practices, poor customer services and irregularities in the forex market. This makes one to
ask the question as to whether this general public complains which can create customer dissatisfaction was due to
new employees employed by the banks offering services that do not meet the expectation of customers simply
because they were still learning on the job? The research paper therefore seeks to examine the actual impact labour
turnover have on performance of companies preferably banks in Ghana in terms of customer complains. Performance
of Banks in Ghana for the purpose of the study was tied to customer complains because it is believed when
customers are satisfied, they tend to complain less or not at all and the more they stay or patronize in the services
provided by these banks, the more the banks get profit through the charges levied against them. In doing the
examination, the study looked at the labour turnover that had occurred between the years 2001 to 2007 in the
banking sector and this was compared with the performance of the sector in terms of customer complains that were
reported to the Bank of Ghana under the same period. Hypothesis was set in relation to the impact of labour
turnover on performance of Banks in Ghana and a Chi Square Statistic (X2) using the figures from 2001 to 2007 in
relation to number of customer complaints and turnover that has occurred within the same period in the banking
sector was used to test the hypothesis if the two variables are independent. Regression was also used to test if there is
any form of relationship existing between labour turnover and performance of banks in terms of number of
complains. Using Pearson Correlation together with Co-efficient of Determination, the researcher continued the
study by testing the strength of relationship between the two variables. Again, out of total twenty six commercial
banks in Ghana, the researcher sampled four of them using convenience sampling and interviews were conducted
into the causes of labour turnover in their firms, its impact towards providing good customer satisfaction by reducing
customer complaints and what measures they are putting in place to ensure employee loyalty. The choice of
convenience sampling was based on easy collection of data from the banks under consideration.
2. Literature Review
According to Abbasi et al (2000) employees are seen as major contributors to organizations competitive advantage
and as such for the competitive advantage to be maintained, labour turnover should be discouraged by management.
Whilst their literature points to the fact that labour turnover can have a negative impact on organization’s
performance, it is not everyone who will abide by that idea and as such part of the literature will examine what
causes employee turnover and the impact it has on organizations particularly Banks in Ghana. The banking industry
in any economy is considered as crucial and as such poor performance of the industry can have a diverse effect on
the economy as a whole. From the words of Amediku (2008), labour turnover in the banking industry in Ghana
though has not been stable; it has a lot of cost implications to the industry. Taking training cost, cost associated
with exit interview, cost of replacing new employees and cost of gossip of the turnover which involves employee
saying negative things about the company cannot be overlooked. This means that if Banks in Ghana are to remain
competitive, they should know that such costs although cannot be avoided as labour turnover is not avoidable as far
as death is concern; efforts should be made to mitigate these costs by retaining employees in the organization. This
is in line with a comment given by Chapman (1993) that it cost twice the employer to get a new employee than to
retain an existing employee. Most of these costs can be attributed to mistakes, errors and poor service the newly
recruited employee will provide to customers whilst learning on the job. Cascio (2000) in support of Bernstein
(1998) revealed that replacement costs alone of companies are over approximately US$30,000 for all jobs. These
estimates highlight the considerable costs that can be associated with turnover. Looking at the causes of labour
turnover, Alexander et.al (1994) and Ahmad and Schroeder (2003) are of the view that in situations where employees
are not stable in terms of the jobs they do, they tend to quit and look for jobs that are secured because with secured
jobs employees can easily predict their career advancement. This cause of labour turnover from the observations of
the researcher seems to be a common cause of employees leaving one bank to the other or joining a company outside
the sector. For example, employees who are employed on casual basis by Barclays Bank Ghana may quit with
the least opportunity they get if they are able to secure a more permanent job elsewhere. Being a casual worker
means that the contract of employment can be terminated at the end of the agreement between the worker and the
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employer which is normally for a period of six months or less. Normally causal workers in most companies in
Ghana are given a contract period of six months and at the end of this period, it will be left to the discretion of the
employer to renew the contract or not. Causal workers feeling that they are not protected as far as their jobs are
concern easily quit when a more permanent job comes their way. Adding their voice to the causes of labour
turnover, Grobler et al (2006) are of the view that demographic variables have a strong relationship with labour
turnover. The writers are of the view that employees with propensity to quit are young employees with little
seniority who are dissatisfied with their jobs. From the words of Labov (1997), organization with strong
communication systems enjoyed lower turnover of staff. This is based on the idea that employees feel comfortable to
stay longer in positions where they are involved in some level of the decision-making process. That is employees
should fully understand about issues that affect their working atmosphere. Apart from non involvement in decision
making, Couger (1987) is also of the view that labour turnover may come from poor personnel policies, poor
recruitment policies, poor supervisory practices, poor grievance procedures, or lack of motivation. Labour turnover
apart from the fact that it creates a lot of customer complains due to poor services rendered by the new employee
whilst learning on the job, according to Huselid (1995) its effect can also be linked to productivity. The writer
study was based on a sample of 968 U.S. firms.
3. Presentation of findings
The research work focus on labour turnover and its impact on performance of Banks in Ghana. In coming up with the
findings, the researcher set up the following hypothesis:
Ho: Customer complaint is independent on labour turnover
Hi: Customer complaint is dependent on labour turnover at 5% level of significance
Chi Square Statistic (X2) was calculated and this was used to test the hypothesis. Apart from this, the findings were
also based on using statistical analysis of Pearson Correlation and Co-efficient of Determination to test the strength of
relationship that exists between customer complaints and labour turnover. Figure 1 which represents a scatter
diagram was also used to confirm if there is any form of dependency between customer complaint and labour turnover.
The diagram though does not suggest a very strong relationship between the two variables but it confirms that there is
some form of relationship existing between customer complaints and labour turnover. Table 3 which gives the Chi
Square Statistic (X2) calculated 71.074 was more than the critical value of 12.591 at 5% significance level. This
suggest that whilst we reject the null hypothesis (Ho), the alternative hypothesis (Hi) was accepted that there is some
form of dependency that customer complaint is dependent on labour turnover in the banking sector in Ghana.
Interviews were also conducted with three employees each from the four banks namely Prudential Bank, HFC Bank,
Intercontinental Bank and Access Bank to solicit their views the effect labour turnover in their various banks has on
their organization’s performance in terms of customer complaints. In effect, majority of the employees interviewed
(72.3%) gave their response that labour turnover has a major effect on performance of their banks in terms of increase
in customer complaints. Almost all the employees (96.7%) who gave this response indicated that, when employees
leave and join other organizations, it takes time for their banks to recruit new ones and it is not always organizations get
the recruitment and the selection process right. Even when organizations get them right, when new employees are
employed, it takes time for them to acquaint themselves with the core values, processes, procedures and technology
adopted by their banks. Whilst they are in the process of learning, they render services to the dissatisfaction of
customers in terms of mistakes. They are also not able to render the services as fast as customers may expect and this
makes the customer to complain a lot as services rendered do not meet expectation.
4. Discussion of findings
The null hypothesis stated was rejected and the alternative hypothesis accepted indicated that customer complaint is
dependent on labour turnover in the Ghana’s Banking sector. This actually proves that for Banks in Ghana to remain
competitive due to financial liberalization that has brought so many competitors in the sector, they need to retain their
existing employees who have been trained very well and are offering services to the satisfaction of their customers. If
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Vol 4, No.7, 2012
customers see new faces (new recruit), they form their own opinion as to whether the new recruit can provide the exact
excellent service as the employee who left was providing. The calculated Pearson correlation co-efficient of r = 0.747
also proves that there is a good relationship between labour turnover and performance of banks in Ghana in terms of
customer complaints. The figure r = 0.747 suggest that customer complains does not totally depend on labour
turnover. This can also be proven by the co-efficient of determination r2 = 55.8%. This figure can be interpreted as
55.8% of the variation in performance in terms of good customer service is being explained by the association of Banks
in Ghana retaining their existing employees (discouraging labour turnover) whilst the remaining 44.2% is explained by
other factors. This 44.2% of the variation in performance in terms of the other factors that leads to customer
complains in Banks in Ghana suggest that labour turnover is not totally dependent on complains given by customers.
Some of the factors that may contribute to this 44.2% are poor management policies, bureaucracy, lack or unreliable
technology and employee personal problems. It is believed that further research needs to be conducted on how these
other factors impact on performance of Banks in Ghana in terms of customer complains. Interviews conducted with
employees (72.3%) of the four banks selected as the sample confirm that maintaining your existing human capital adds
more value in terms of providing good service to customers by Banks in Ghana than always banks developing new
human capital. With regard to the causes, though the employees interviewed gave varying reasons why employees
leave and joined other organizations but most of them (93.4%) concentrated their reasons on personal mobility where
an employee will have to leave because the employee’s partner had to be transferred to another city or region. Apart
from this, the pressure of long working hours in the Ghana’s Banking sector especially (8am – 7pm) for most banks has
necessitated the need for most people to quit the sector and join other organizations that provide the normal eight hours
per day. Talking about what can be done to reduce labour turnover in the Ghana’s Banking sector so that banks can
maintain their existing employees, the most dominant measure which the employees interviewed cited (69.8%) was for
management to seek to the welfare of the employees in terms of providing flexible working leave so that the employees
can choose any period they want to go for leave so as to make up the time lost at home.
5. Conclusion
Labour turnover has been proven from the study conducted to have a significant relationship with performance of
Banks in Ghana in terms of customer complains. It was revealed that it contributes to about 55.8% of Banks in Ghana
in terms of customer complains whilst other factors such as poor management policies, employee personal problems
and others contribute about 44.2%. This actually proves that Banks in Ghana need to find all possible means to
maintain their existing employees in order to continue the relationship they had already established with customers.
Though there are various ways by which management of Banks in Ghana can get employees to be loyal to the
organization, but what is most important is that Banks in Ghana need to encourage open door policy so that their
employees can put before them what management need to do in order for them to get motivated in rendering excellent
services to customers.
6. Recommendation for further research
The study concluded by relating labour turnover contribution to about 55.8% of performance of Banks in Ghana in
terms of customer complains, it is recommended that since it is not the only variable that contributes to increase in
customer complains, further research needs to be conducted to find out what are the exact factors that contribute to the
44.2% of performance of Banks in Ghana in terms of customer complains.
Reference
Abassi, S. M (2000). Turnover: The real bottom line, Public Personnel Management, 2 (3), 214-218
Ahmad, S and Schroeder, R. G (2003). The impact of human resource management practices on operational
performance, Journal of Operational Management, 21(1), 19-41
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Vol 4, No.7, 2012
Alexander, J et al (1994). Nursing turnover and hospital efficiency: an organization-level analysis, Industrial
Relations, 33 (4), 114-119
Amediku, S (2008). An Overview of Employment and Labour Cost in the Ghanaian Banking, working paper
Annual Report (2005). Bank of Ghana, pp 27
Becker, G.S (1999). Investment in Human Capital: A theoretical analysis, Journal of Political Economy, 70(1), 9-49
Bernstein, A (1998). We want you to stay, Business Week, 22 (2) 67-71.
Cascio, L. M (2000). International Human Resource Management, Ohio, Thompson Learning (Chapter 3)
Chapman, P. G (1993). The Economics of training, (1st ed.), Exeter UK, BPCC Whearons Ltd.
Couger, D.J (1988). Motivators vs. demotivators in the IS environment, J. Syst. Manage, 39 (6), 25-28
Grobler et al (2006). Human Resource Management in South Africa, (3rd ed.), London, Thompson Learning, (Chapter
5)
Huselid, G (1995), Human Resource Management Practice, (2nd ed.), Ohio, Thompson Learning (Chapter 6)
Kevin M. M et al (2004). Organizational change and employee turnover, Personnel Review 33 (2), 45-49
Labov, B (1997). Inspiring employees the easy way, The Incentive, 171(10), 12-22
Price, J.L (1977). The study of turnover, Iowa, Iowa state university press, (Chapter 2 & 4)
Table 1: Labour turnover in the banking sector in Ghana from 2001-2007
Year Number of Number of Net employment Total number Labour
Employees Employees that of employees Turnover
engaged in the left the industry (%)
year in the year
(a) (b) (a) – (b) (c) (b)/(c)*100
2001 538 380 158 6 632 5.73
2002 464 487 -23 6 875 7.08
2003 603 398 205 7 631 5.22
2004 765 385 380 8 026 4.80
2005 896 375 521 8 398 4.47
2006 1 545 431 1,114 9 537 4.52
2007 2 512 610 1,902 10 789 5.65
Source: Amediku 2008
Table 2: Number of customer complaints from 2001 – 2007 in the Ghana’s Banking Sector
Year Number of customer complains
2001 175
2002 220
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2003 231
2004 101
2005 265
2006 186
2007 376
Source: Bank of Ghana Annual Report 2001:2007
Table 3: Calculating the Chi Square Statistic (X2): Labour turnover and customer complains in the
Ghana’s Banking Sector
Year Labour Turnover Customer Complains Total
2001 380 175 555
2002 487 220 707
2003 398 231 629
2004 385 101 486
2005 375 265 640
2006 431 186 617
2007 610 376 986
Totals 3 066 1 554 4 620
Setting the Observed and Expected Values for the calculation of X2
Observed Values Expected Values (O – E) (O – E)2 (O – E)2/E
380 368 12 144 0.391
175 187 -12 144 0.770
487 469 18 324 0.690
220 238 -18 324 1.361
398 417 -19 361 0.866
231 212 19 361 1.703
385 323 62 3 844 11.90
101 163 -62 3 844 23.58
375 425 -50 2 500 5.882
265 215 50 2 500 11.63
431 409 22 484 1.183
186 208 -22 484 2.327
610 654 -44 1 936 2.960
376 332 44 1 936 5.831
Number of degrees of freedom (n) = (r - 1) (c - 1) = 6
Level of significance = 5%
Χ2, 5%, 6 degrees of freedom = 71.074
Reject Ho because 71.074 is greater than 12.59158 for alpha (0.05)
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Vol 4, No.7, 2012
Figure 1: Relationship between Labour turnover and performance of banks in Ghana in terms of customer
complains
Table 4: Statistical analysis showing the exact relationship between labour turnover and performance of banks in
Ghana in terms of customer complains
Year No. of employees who No. of customer
left the banking sector complains
(x) (y) (x2) (xy) (y2)
2001 380 175 144 400 66 500 30 625
2002 487 220 237 169 107 140 48 400
2003 398 231 158 404 91 938 53 361
2004 385 101 148 225 38 885 10 201
2005 375 265 140 625 99 375 70 225
2006 431 186 185 761 80 166 34 596
2007 610 376 372 100 229 360 141 376
2
∑x =3 066 ∑y= 1 554 ∑x =138 6684 ∑xy=713 364 ∑y2=388 784
r= nΣxy – ΣxΣy
{[nΣx – (Σx) 2] [nΣy2 – (Σy) 2]} ½
2
r= (7 x 713 364) – (3 066 x 1554)
{[7x138 6684 - (3 066) ] [7x388 784)- (1 554)2]½
2
r= 0.7470
r2 = 55.8%
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