THE EFFECT OF JOB TENURE ON EMPLOYEE/CUSTOMER RELATIONSHIP IN THE NIGERIAN BANKING INDUSTRY

Abstract

Despite the fact that the banking industry is unrivalled in the development of any economy because it marshals funds from the surplus spending unit of the economy and makes the same available to the deficit units for the attainment of the economy's development goals, it is observed that the banking staff, who are agents or bedrock for the fulfilment of this goal, appears to be found lamenting over poor service delivery to her customers. The purpose of this study is to assess the influence of job tenure on employee/customer relationship in Nigerian banking industry. Survey research design was adopted for the study. The sample size was 333 employees selected from commercial banks in the study area through stratified random sampling technique. Questionnaire was used as instrument for data collection. Results of the analysis using one-way analysis of variance (ANOVA) test statistical techniques shows that, there is a positive significant influence of job tenure on employee/customer relationship in Nigerian banking industry. That is, there is a significant influence of organizational demography in terms of job tenure on performance in terms of employee/customer relationship in Nigeria banking industry. Based on the findings, the study recommended that, banks should encourage employees to stay on the job through motivation and incentives. This will enable them have relevant experience on the job and hence contribute to the growth and the achievement of the overall objectives of the banking sector. To this end, human resource administrators ought to be worried about characteristics and foundation of staff that best suit work positions