Recruitment And Selection Practices And Customer Service Delivery Among Selected Banks In Ekiti State, Nigeria

One of the major psychological variables considered essential to the achievement of efficiency and effectiveness in an organisation is recruitment and selection (Eze, 2004). The recruitment and selection practices of banks can cause a work environment or culture that will provide requirements for optimal satisfaction of customers and build competitive advantage through service quality excellence. This study examines empirically the relationship that exists between banks recruitment and selection practices and service quality. Primary data were sourced through a pretest questionnaire. Six hundred commercial bank customers and one hundred employees of the banks in Ekiti State were randomly selected. Data collected were analysed using descriptive statistics and analysis of variance. The results indicate a wide gap between the banks recruitment and selection process and the objective of maintaining qualitative banking services that will not only meet the need of the customers satisfactorily but ensure also loyalty. It was concluded that the quality of services being rendered by the banks were not only ineffective and inefficient, but it is also obvious that the banks’ contact employees failed to meet customers’ expectation of service delivery. This has led to increasing mobility of customers among competing financial providers.