ASSESSING THE EFFECT OF TECHNICAL TRAINING ON PERCEIVED PERFORMANCE: A CASE STUDY CONDUCTED ON CUSTOMER SERVICE OFFICERS OF COMMERCIAL BANK OF ETHIOPIA, WOLAITA SODO DISTRICT

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.