Human resource is considered the most valuable asset of a bank and different factors affect its performance and efficiency. In today’s world of non-stop change, in which banks are competing with all their capabilities, a big portion of bank’s energy is put into the attention given to staff. The purpose of this study was to examine the impact of the factors affecting the service motivation of the staffs of commercial banks. This is a quantitative research study and data were collected through questionnaire containing a 5-point Likert scale. The findings of this study revealed that five factors enhance the motivation whereas administrative policies improve the motivation of bank staffs. The study results showed that there were 300 staffs related to bank sector in Ho Chi Minh City who interviewed and answered about 22 questions. The Data collected from June 2016 to July 2017. This study had been analyzed Cronbach’s Alpha testing, KMO testing and the result of KMO testing used for the multiple regression. Persons’ responses measured through an adapted questionnaire for staffs. The Data processed by SPSS 20.0. In addition, five components affecting staffs’ service motivation of commercial banks in Ho Chi Minh City with significance level 5 percent and then the researcher has recommendations improving the staffs’ service motivation in the future.
SERVICE STANDARDS MANUAL (Published)
As for the continued and rapid increasing of Dubai as one of the world most targeted areas for businesses and investments, transportation has become one of the main challenges that face decision makers in Dubai. RTA thus was established to unify responsibilities previously spread between several governmental departments (Dubai Municipality and Police Department). Moreover, RTA adopted decentralization by establishing 8 separate agencies and sectors in order to achieve highest levels of flexibility. The “RTA Service Standards Manual” governs the entire portfolio of existing and news services offered by RTA. The Manual is considered imperative to unify and standardize the varied approaches that are taken today in service development and monitoring
EVALUATING THE IMPACT OF OUTSOURCING OF NON-CORE FUNCTIONS IN THE HOTEL INDUSTRY: A CASE STUDY OF ANITA, NODA AND GOLDEN GATE HOTELS (Published)
The researcher’s interest was to find out the strategies of the outsourcing process, the challenges associated with outsourcing in the hotel industry and what benefits are derived from outsourcing of non-core functions. A descriptive approach was used to analyze and evaluate the impact of outsourcing in the hotel industry in Ghana. Primary data was obtained using questionnaire and personal observation of Anita hotel, Noda hotel and Golden Gate hotels in Kumasi. The secondary data was obtained from relevant published reports written on evaluating the impact of outsourcing in the hotel industry. These included information from library, articles, news papers (dailies), internet and journals which provided relevant background information for the actual research study. The outcome from the research study indicated that the hotels have been concentrating on their core functions in the areas of accommodation, food and bar services and housekeeping and have outsourced most of their non-core functions.
Service Delivery at Fuel Service Stations: An Evaluation of Consumer Satisfaction in Gaborone, Botswana (Published)
The study sought to evaluate consumer satisfaction with regard to fuelling services in Gaborone, Botswana. The importance of four of the five operations performance objectives (Quality, Speed, Dependability and Flexibility) to the motorists was determined. The performance rating of various fuel service stations (FSSs) on the four operations objectives was determined. The aim was to establish if the FSSs were excelling in those operations objectives considered important by the consumer. Results showed that the order of importance of the four operations performance objectives was: Speed (71.9%), Quality (70.2%), Flexibility (59.6%), and Dependability (56.1%). The most important objective for FSSs to excel in is speed. However, FSSs still need to perform reasonably well in the other objectives as their ratings (all over 50%) indicate that they are also important to the customers. The performance ranking for the FSSs was Quality (93.0%), Dependability (91.2%), Speed (87.7%), and Flexibility (57.9%). The FSSs performed better in the Quality and Dependability objectives yet the Speed objective was the most important to the consumers. Significance testing using the Chi Square Test indicate that the strongest relationship between importance and performance exists for the Flexibility objective (Pearsons correlation-Asymp.Sig = .025) and is weakest for the Speed objective (Pearsons correlation-Asymp.Sig = .105). This indicates that FSSs were not excelling in the objective that is most important to the consumer- Speed. FSSs in Gaborone need to improve service delivery by increasing the speed of serving customers.