THE EFFECT OF EMPLOYEE TRAINING ON SERVICE QUALITY IN COMMERCIAL BANK OF ETHIOPIA

Abstract

The purpose of this research is to assess the effect of training on service quality in commercial bank of Ethiopia. The sampling techniques employed to collect primary information were random sampling. The study focused on the population who are currently working in Commercial Bank of Ethiopia found in Wolita soddo District only. Total sample size would be 314 respondents for the self-administered questionnaires and 15 interviewees for the face to face interview that made with HRM, HR experts and HR officers. The district was selected due to high number of customer complain as report of June 30, 2016. This study used explanatory research design and collect both primary and secondary data. Correlation and multiple regressions were used to investigate the relationship between dependent and independent variables. The regression result also shows that training design, off job training method are more likelihood effect on service quality but on job training have less likelihood effect on service quality. according to CBE training policy and procedure there is no clear statement shows the alignment of training with service quality. Regarding to training method CBE should be used different training method based on the training program. an organization should carefully design training because training design significantly affects service quality. CBE to improve service quality they should have a policy and procedure that link training with service quality.