Abstract:
Technical training programs are the basic structural and functional foundations for the
development of employees. This study was conducted to determine the effect of technical
training on Customer Service Officer’ perceived performance in Commercial Bank of
Ethiopia, Wolaita Sodo District. The research used causal research design in which data was
collected across a population through cluster sampling. The study tried to identify the
various determinants of technical training and the effect of each determinant factor on
Customer Service officers perceived performance. This study used quantitative and
qualitative data types which were collected through questionnaires and semi structured
interview respectively. Besides, the study used regression and correlation tools to analyze the
data. This study also used multiple regressions to test Hypothesis. The correlation and
regression analysis result clarified that all relationship between the dependent and
independent variables are positively correlated and significant respectively. Additionally, it
was found that technical training has higher effect on Customer Service Officers’ perceived
performance. Therefore, the bank should strengthen and intensifies its technical training
programs based on the knowledge and skill gaps of its employees in order to improve
customer service offices performance.
