Effects of Customer Oriented Strategies on the Performance of Commercial Banks in Kenya: A Survey of Commercial Banks in Mombasa, Kenya

Abstract

Employee Performance Management is a process for establishing a shared workforce understanding about what is to be achieved at an organization level. It is about aligning the organizational objectives with the employees' agreed measures, skills, competency requirements, development plans and the delivery of results. The emphasis is on improvement, learning and development in order to achieve the overall business strategy and to create a high performance workforce. The study objective includes how the working environment affects the overall employee performance. The research has also examined how the type of reward offered to the employees impacts on the employee performance, further it has also examined out how employees personal issues affects the overall employee performance, the type of management practiced in the organization and how it affects the employee performance has also been analyzed. The case study research design has only selected Ecobank hence only one organization will be involved in the study. A descriptive research methodology has been incorporated. The data collected was edited to verify completeness and accuracy, corded for easy analysis using excel and then presented using pie charts, percentages, tables, graphs and figures. The population of study comprised of 150 persons performing the roles of management, the subordinate staff as well as the supporting contractual staff of EKE coastal region. The accessible sample size of the research is fifteen management staff and thirty eight junior staff making a sample size of 36 percent. The data was collected using questionnaires. The researcher used regression technique of data analysis. All the information collected was then presented and summarized inform of tables and figures for easier analysis. For the quantitative technique figures were used to summarize the data collected. The final data collected was then presented in tables and figures. The study found out that strategy of motivating Ecobank employees had a positive effect on employee performance. It showed that 60% of the respondents felt that the resources provided improved job performance. The study concluded that the adoption of rewards system had the highest effect on the performance of employee in the banking sector, followed by provision of resources followed by management style and finally the personal issues. At 5% level of significance and 95% level of confidence, resources, management style, rewards and personal issues were all significant measures of motivational performance in commercial banks. The study recommended that all the stakeholders in the banking industry should incorporate the findings of this study, especially performance improvement through managing employee welfare and internal relations. The study found out that commitment of resources yielded positive results hence the management should not fear to commit organization resources on reward system and creating good environment. The study recommends that management should provide workers with the means to communicate issues that bother them. Further, regular performance reviews, options for career development and a sense of autonomy in their job enables staff members to enjoy their work. The study also revealed that making an effort to create an enjoyable work environment will positively affect employee productivity and your business. Another recommendation key on improving performance is the ability to resolve conflict positively. Employees would be advised that when handling emotionally-charged situations, stay focused in the present by disregarding old hurts. Further if a conflict can't be resolved, choose to end the argument, even if you still disagree. A bigger sample may also be considered for more reliable results. The study recommends that other researchers may consider the following factors; recent technology, accountability, role clarity, transparency in workplace, valued employee feedback and ideas, team pairing and fair employee treatment.