INTERNATIONAL JOURNAL OF MANAGEMENT AND DEVELOPMENT STUDIES (IJMDS)

STAFF MOTIVATION AND CUSTOMER PATRONAGE OF SELECTED FINANCIAL INSTITUTIONS IN ADO-EKITI, EKITI STATE

Abstract

The study focused on staff motivation and customer patronage of selected financial institution in Ado-Ekiti, Ekiti State.  The specific objectives of the study were to examine the effect of leadership style, reward system, and work environment on customer patronage. The study adopted survey research design. Data used in this study were collected through primary source. The population of the study comprises of staffs of selected four Banks includes United Bank of Africa (UBA), Union Bank of Nigeria, Eco Bank and Zenith Bank, all in Ado–Ekiti, Ekiti Nigeria. Purposive sampling technique was used to select 138 respondents. 5-point Likert scale option of structured questionnaire was used in the study to obtain respondents response. Content validity was used to determine the validity of the instrument by giving to research experts who modified and made the necessary correction to measure the instrument. Simple linear regression analysis was used to test the hypotheses. Three hypotheses were tested in line with the objectives of the study and it was revealed that leadership style, reward system, and work environment have significant effect on customer patronage. The study recommends as follow: Bank management should practice excellent leadership style to motivate their staffs to render better service to customers in order to enhance patronage, they should also review their reward system to encourage their staff to be committed to customer service which in turn increase high patronage and Bank management should improve on work environment of staffs in terms comfortability during and after working hours to serve customers better.