WORK VALUES AND OPERATIONAL EXCELLENCE OF COMMERCIAL BANKS IN NIGERIA
- Work values,
- Social interaction,
- Customer satisfaction,
- Operational excellence
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The study examined the work values and operational excellence of commercial banks in Nigeria. In order to ascertain its aim the study adopted a cross-sectional research design. The population consisted of 288 respondents in the 20 commercial banks in South-South Nigeria. The population was ascertained using the census sampling method. However, since the population was not large, the issue of sampling technique was not necessary. In this case, the total populations of 20 commercial banks in south-south Nigeria were studied. Data were collected through a structured questionnaire and analyzed using Spearman’s rank-order correlation coefficient. The results revealed that there is a significant relationship between work values and the operational excellence of commercial banks in Nigeria. The study concludes that work values improve operational excellence when management encourages the development of work values through social interaction and professionalism. Therefore, the study recommended that Banks management should develop a strong emphasis on social interaction through effective communications, integrity and ethics in their work values, maintain a more compliant and ethical corporate environment as this will not only lead to better risk management but also improve adaptability which in turn will lead to operational excellence. Commercial banks should cultivate a work culture of professionalism through values, integrity, customer-centricity, teamwork, innovation and personal behaviour. As these will help banks to adapt to change, improve customer satisfaction, and enhance their overall operational excellence.