THE EFFECT OF STAFF MOTIVATION ON BANK’S SERVICES DELIVERY (A CASE STUDY OF WEMA BANK PLC)
ABSTRACTThis work is designed the bureaucratic process involved on the effect of staff motivation on bank’s services delivery “A case study of Wema Bank plc. The nature and future prospect on the effect of staff motivation is also examined in this research work. The aim of the study is to carry out the effect of staff motivation on bank’s services delivery. This study will give the researcher the opportunity to explore all available, occurred and relevant facts about the topic and gets something presentable through the knowledge of the curve based on the findings in this research work, it is recommend that the management of Wema bank Plc, will have effect of staff motivation on bank’s delivery. Finally, which rounded off the project give useful summary, conclusion and recommendation and while references brings about the suggestion for further research work. CHAPTER ONE1.0 BACKGROUND OF THE STUDY1.1 INTRODUCTIONThe livewire of any organization setting is the labor force. To this extent, human elements have been recognized as the most important resources. The behavior of people is goal-oriented in the sense that its attempts to satisfy a certain need. Each person has different needs based on age, education, environmental background, and personality. It is the duty of the manager to know people and order to provide a climate conducive to triggering the motivation potential in people. A question that usually comes to mind while discussing motivation is what motivation is necessary to obtain peak performance from workers? The answer usually given today in Nigeria Company is “Employees satisfaction”. This is an almost meaningless concept. Even if it means something employees' satisfaction would not be sufficient motivation to fulfill the needs of the enterprises.It is a fact that many needs can be satisfied on the job and employees exhibit different behavior patterns when their job-oriented needs are not met. I affirm that a man may be satisfied with the job because he really finds fulfillment in it. He may also be satisfied if the job permits him to “get by” 1.2 STATEMENT OF THE PROBLEMMotivation means a way of encouraging workers to perform his/her works better and even best. Any organization that motivates his/her workers will get better performances from them and this will improve goods and services delivery. WHY DO WE NEED MOTIVATIONMotivation is the desire to achieve a Goal Motivation with enthusiasm and energy really move us forward in life. We need motivation in two ways: Motivation from the External Factors: When you see something happening you are motivated and you move by it. You succeed in some act of yours and you see these results you are excited and more motivated to achieve. Motivation from Inside: motivation is basically because of the certain internal picture that will run in your mind, when you set your goals they must automatically motivate you. It must give a sense of Drive so that you could go about achieving more in life. THE SPECIFIC OBJECTIVE OF THE STUDY ARE: To Whom It May Concern: determine whether there would be no unsubstantial motivation in the absence of complementary efforts. How necessary the motivation could be to the organization's growth. If there is no adequate communication between workers and management of an organization. To determine the various way of motivating workers in an establishment 1.3 PURPOSE OF THE STUDYThe Banking Industry in this country has witnessed phenomenal changes and employee unrest over the years. It is common knowledge that bank employees who are among the best rested closes of workers in the country normally go on strike to press for certain needs that are not satisfied by management.There are workers apathy and negative attitude in our bank institution. Some cashiers are disgruntled, some clerks are nonchalant. Devoted workers are in most cases emerge to his colleagues and there is fiacre to see employees incentives as being aimed at generating good services from them.This research paper will therefore be tailored to one of the commercial banks in the country to really ascertain such things that lead to desertification on the job. The hypothesis which is going to be tested “Effective” motivation of employees leads to a high level of performance.The suggestion will be made through the performance of the bank can guarantee improved performance with no friction. 1.4 LIMITATION OF THE STUDYThe following are considered as a limitation of the study namely: The study was not extended to cover different industries for the purpose of comparison. the Unco-operative attitude of some of the senior staff of the bank who were served the questionnaires. The information volunteered by the company for the case under study is only that of which is allowed for public consumption. The time constraint also contributes to the limitation of the study. 1.5 RESEARCH QUESTIONSome questions were asked during the process of the study they are: The study was not extended to cover different industries for the purpose of comparison. Do motivation and incentive using in your organization the same? What types of the motivational strategy employed in your organization? In your own opinion has the operational result of your organization improved or otherwise, since the introduction of the motivational strategy employed. 1.6 RESEARCH HYPOTHESISThis hypothesis testing during the process of his study was tested in two ways.Hypothesis IHi: The increase in wages/salaries of workers is the only way of motivating them.Hi: The increase in wages/salaries of workers is not the only way of motivating them.Hypothesis IIHo: Promotion and job security are the only way of motivating workers in an establishment.
Ho: Promotion and job security are not the only way of motivating workers in an establishment.1.7 SCOPE OF THE STUDYThe scope of this study covers the effect of staff motivation on the Bank’s service delivery with a particular reference to the Wema Bank plc, its branch in Iragbiji was consulted for verification of information.1.8 DEFINITION OF OPERATIONAL TERMS1. Motivation: This is a way of influencing people to give off their best.2. Bonus Scheme: This is a way of getting employees something apart from the normal pay of the year taking the form of one or two-month salary. 3. Investment: This is the activity of buying shares or of putting money into a Bank Account in order to obtain profit. 4. Job Security: This is a situation whereby workers are motivated through the confirmation of their appointment or commendation on the job performance etc. 5. Promotion: This is a situation whereby a worker moves from one grade level to another or from one post to another e.g cashier in the Bank to Accountant6. recognition: This is a way of so appreciation to a worker who really excelled to the worker or distinguished himself/herself on the job..