Assessment of Counter Service Efficiency, in selected Banks within the Federal University of Technology Akure, Ondo State, Nigeria
Okhankhuele, Omonigho Tonia
Department of Business Administration
Federal University of Technology, Akure, Ondo State, Nigeria
E-mail: omotonia2013@gmail.com
ABSTRACT
This paper carried out an assessment of counter service efficiency, in First bank of Nigeria PLC, Guarantee Trust Bank and United Bank for Africa, Federal University of Technology, Akure, (FUTA), Ondo State, Nigeria. The paper searched for answers to research questions by collecting data from the customers that used counter service in these banks during the period of visitation to the banks. Data were collected from 1016respondents, through non-participant observation. The respondents comprised customers of the three banks. Descriptive statistic was used to analyze data for this study, while Analysis of Variance (ANOVA) was used to test hypotheses at 5% significant level. Cronbach Alpha was used to test for reliability. The study revealed that there is a significant difference in the efficiency in counter services of the three banks. The paper therefore recommended a continuous investment in Information Communication Technology’s equipment, in order to further increase the efficiency in counter services, and increase the chances of survival of the banks in the intense competitive banking industry, which has become heavily dependent on Information Communication Technology.
Keywords: Efficiency, Counter, Counter Servicses, Counter Queing Time, Counter Service Time.
