HUMAN CAPACITY AND SUSTAINABLE ORGANIZATIONAL PERFORMANCE OF DEPOSIT MONEY BANKS IN RIVERS STATE.

Abstract

Recent times, deposit money bank’s employee often lack up-to-date technical, interpersonal, and problem-solving skills, which leads to poor service delivery, longer transaction times, and increased customer dissatisfaction. Hence this research examines the relationship between Human capacity and sustainable organizational performance of deposit money banks in Rivers State. Four research questions and four hypotheses guided the study. The population of the study was 19 banks. The sample size of 114 respondents was obtained using census and purposive sampling technique. The instrument used for data collection was a structured questionnaire. The reliability of the research instrument was obtained using Test-retest method with Cronbach alpha at a 0.70 threshold which implies that the items were reliable. The data retrieved was 110 and used for analysis using Spearman’s Rank Order Correlation Coefficient via Statistical Package for the Social Sciences (SPSS) version 23 for the test of hypotheses at .05 level of significance. Based on the results, human skills and training have a positive correlation with measures of sustainable organizational performance (customer satisfaction & profitability). Therefore, the study concluded that human skills and training enhance measures of sustainable organizational performance (customer satisfaction & profitability. Hence, the study recommended that firms should organize continuous and structured training programs to improve employees’ knowledge, technical skills, and service delivery capabilities.