scholarly journals A CONSTRUCTIVIST MODEL OF BANK BRANCH FRONT-OFFICE EMPLOYEE EVALUATION: AN FCM-SD-BASED APPROACH

2020 ◽  
Vol 26 (1) ◽  
pp. 213-239 ◽  
Author(s):  
Ana C. C. Paes Paes de Faria ◽  
Fernando A.F. Ferreira ◽  
Paulo J.V.L. Dias ◽  
Amali Çipi
Keyword(s):  
Process Management ◽  
Banking Sector ◽  
Cognitive Mapping ◽  
Employee Performance ◽  
Bank Branch ◽  
Staff Members ◽  
New Employee ◽  
Constructivist Model ◽  
Front Office ◽  
Office Employees

The banking sector is one of the primary drivers of economic development. This sector has been affected by various crises throughout its history – most recently, the 2008 financial and economic crisis. In response, banking institutions have had to make diverse changes to their procedures and deal with new concerns related to changes within markets. One of the main recent developments in this sector is the new commercial function assigned to bank branch front-office employees, who have become responsible for selling financial products and services, as well as recruiting and retaining clients. As a result, the sector needs new employee performance evaluation methods in line with banks and staff members’ requirements. This study combined fuzzy cognitive mapping techniques and the system dynamics (SD) approach to develop a well-informed performance analysis system for assessing bank branch front-office employees. The proposed system was validated by the Business Process Management Competence Center director at Millennium BCP – a Portuguese private banking corporation. The main difference between the model constructed in the present research and current evaluation practices is that the criteria were collected directly from multiple specialists working at different commercial banks, who deal daily with this decision problem. The model’s theoretical and practical implications are also discussed.

scholarly journals Measuring the perceptions of physical environment comfort on office employees' performance : a case study at the Durban University of Technology, South Africa

2021 ◽  
Author(s):  
◽  
Jabulani Samuel Mhlanga
Keyword(s):  
Physical Environment ◽  
Employee Performance ◽  
Target Population ◽  
Administrative Staff ◽  
Staff Members ◽  
University Of Technology ◽  
Improved Performance ◽  
Physical Elements ◽  
Office Employees

In a dynamic world of office environment where the office is continually changing, there has been a huge need for addressing physical environment comfort of employees to improve their performance, while retaining a happy and healthy workforce. It is against this backdrop that the study was carried out to measure the perceptions of physical environment comfort on employee performance at Durban University of Technology (DUT). A model of office physical elements was used as a conceptual framework to highlight physical environment comfort elements that affects employee performance. The objectives of the study were to measure perceptions of physical environment comfort on employee performance, as well as identify the relationship between physical environment comfort and employee performance. This research adopted a mixed method approach, using the DUT as a case study, with questionnaires and interviews employed as data collection instruments. The target population comprised 81 administrative staff members, including six interviewees who were Head of Departments (HoDs) based at all six DUT campuses. The findings generally indicated a high agreement level with regard to the role of office furniture’s comfort, favourable temperature, good office design and welcoming colours as important in increasing their performance. There were, however, divisions and high disagreements where office furniture’s flexibility is concerned in addition to the strain it caused. Moreover, the amount of noise across offices was found to be quite distracting. It was concluded that the academic administrative staff generally expressed positive perceptions on the importance of physical environment comfort for office employee performance, echoed by the interviewed HoDs. In conclusion, office employees and HoDs expressed positive perceptions on the importance of physical environment comfort for improved performance. This makes it critical for DUT management to address areas of weakness on physical environment comfort for improved productivity.

scholarly journals Job Esteem Assessment of Front Office Employees of the Hospitality Industry

2008 ◽  
Vol 3 (1) ◽  
pp. 64-74
Author(s):  
Gupta Bharti
Keyword(s):  
Hospitality Industry ◽  
Employee Performance ◽  
Self Esteem ◽  
Dynamic Phenomenon ◽  
Front Line ◽  
Negative Attitudes ◽  
Service Employees ◽  
Front Office ◽  
Job Attitude ◽  
Office Employees

Job-esteem is defined, as the level of respect and dignity an individual believes is associated with his/her job. A possible phenomenon hindering the success of the hospitality industry as it is the negative perception many service employees have of their jobs (Ghiselli,La Lopa,& Bai,2001). Many front line service employees often feel their work is insulting, demeaning and humiliating as they cater to the needs and sometimes demanding wants of customers. Hospitality industry employees are especially vulnerable to these feelings due to the nature of the services provided. Experts believed that this perception could cause poor service delivery, dislike for the guest, negative job attitude and high tumover rates. If employees do not take pride in their jobs or find dignity in what they do, they are more likely to leave the industry. Perhaps a greater concern occurs when employees with negative attitudes towards their jobs do not leave the industry but stay and provide the service. In this study the job esteem of the front office employees of the A- class hotels of Jammu region has been found through a structured instrument containing components of job esteem which is job specific esteem (i.e. Hospitality esteem, in this study), self esteem, Job satisfaction, job related anomie and work ethic. Job esteem is a dynamic phenomenon, which is interrelated to employee performance and the study makes suggestion, for the improvement of the performance of employees through interventions focused on the improvements related to the components of job esteem.

Performance and profile: a twofold bank profitability riddle

2015 ◽  
Vol 21 (1/2) ◽  
pp. 51-64 ◽  
Author(s):  
Aikaterini Divini ◽  
Nikos Schiniotakis
Keyword(s):  
Work Experience ◽  
Banking Sector ◽  
Employee Performance ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Bank Branch ◽  
Content Type ◽  
Efficient Performance ◽  
And Performance ◽  
Employee Characteristics

Purpose – The purpose of this research is to examine whether a relation between employees’ profile and bank branch profitability holds in the Greek banking sector. Employees’ profile may include education, training, work experience, age and place of origin/living. In addition, it is examined whether high employee performance is related to profitable bank branches. Design/methodology/approach – The case of a Greek cooperative bank is selected with a network of 49 branches and a sample of 258 bank branch employees. Secondary data are collected from the bank’s human resources department database and electronic archives in reference to the year 2011. The methodology used in the research includes descriptive analysis, discriminant analysis and binominal logistic regression analysis. Findings – There are specific employees’ profile features relating to efficient performance that affect bank branch profitability. The findings highlight the importance of recruiting in accordance to a bank’s skills requirements and the significant role of alternative training programs, motivation and performance evaluation systems in augmenting a bank’s overall profitability. Originality/value – This research is the first attempt to combine and connect particular employee characteristics with efficient performance. It is also the first time that this particular bank, sample and data are examined and analyzed to serve the purpose of this research.

Lessons from Business

2017 ◽  
Author(s):  
Ron Avi Astor ◽  
Linda Jacobson ◽  
Stephanie L. Wrabel ◽  
Rami Benbenishty ◽  
Diana Pineda
Keyword(s):  
Public Schools ◽  
Staff Development ◽  
Customer Service ◽  
Research Report ◽  
Business Practices ◽  
Office Staff ◽  
Team Members ◽  
Staff Members ◽  
Front Office ◽  
Office Employees

As noted in the Hanover Research report mentioned in Chapter 3, an increase in competition among schools has led to many administrators thinking more about students and parents as customers—and not simply as people who are required by certain geographical boundaries to attend a particular school. As a result, some educators have turned to companies that are known for outstanding customer service in order to improve the culture of their schools. Others have found inspiration in the work of Stephen Covey or other experts on leadership and effective business practices. In the Tulsa Public Schools, for example, leaders recognized inconsistencies in how people were treated when they went into a school’s front office, which can sometimes become like what one district official described as a “three- ring circus.” They’ve since taken several approaches to improving how secretaries and other office staff members in the district receive new parents and students. “When we enroll a child in our schools, we’re engaging with the whole family,” says Jane Barnes, the director of staff development and leadership training for the district. Some schools have received training from local Chick-fil-A and QuikTrip franchises in Tulsa. And now the district is providing additional professional development to school office staff members on how to be more attentive to families who walk in the door and leave a “positive, memorable impression.” Barnes says receptionists and other office employees need opportunities to practice various scenarios in which they interact with families. The training also focuses on strengthening the collegial relationships among those working in a school office and improving their skills in communicating with Hispanic families. Other districts across the country have taken lessons from “the happiest place on earth” on how to make schools more inviting and improve relationships with families. In a piece for Forbes.com, contributor Carmine Gallo wrote about how Disney employees have a way of making everyone feel that they are special. “Disney employees are trained to be ‘Assertively Friendly.’ Disney team members are encouraged to actively seek contact with guests,” he wrote.

Employees Attitude towards E-Learning in Banking Sector -An Empirical Study of Shivamogga District

2019 ◽  
Vol 118 (10) ◽  
pp. 88-106
Author(s):  
Dr.Mamatha. S.M ◽  
Mr.Panduranganagouda Honnali
Keyword(s):  
Banking Sector ◽  
Employee Performance ◽  
Private Bank ◽  
Public And Private ◽  
The Public ◽  
Body Of Knowledge ◽  
E Learning ◽  
Banking Structure ◽  
Bank Employees ◽  
Methods Of Learning

E-learning has become a global phenomenon and it is the central theme of many industries and organizations for the additional method of training which can complement traditional methods of learning. The practices of E-learning and Learning management system (LMS) in the banking sector make the drastic changes in the employee performance and their knowledge regarding job in the modern banking structure. This study provides a comprehensive body of knowledge about LMS and e-learning, in general, within the public and private bank in India. The main objective of this paper to understand and analyze the attitude of employees towards E-learning practices in banking sector in Shivamogga district. The data was analyzed by using exploratory factor analysis, based on the responses received from a random the sample 50 of the bank employees working in the private sector banks.

PENGARUH DISIPLIN KERJA DAN KEMAMPUAN KERJA TERHADAP KINERJA PNS DINSOS PAPUA BARAT

2020 ◽  
Vol 3 (1) ◽  
pp. 562
Author(s):  
Sylvia Margareth Sabarofek ◽  
Paulus Habel Sawor ◽  
Makarius Bajari
Keyword(s):  
Social Service ◽  
Work Ability ◽  
Employee Performance ◽  
Research Result ◽  
Sampling Technique ◽  
The West ◽  
West Papua ◽  
Papua Barat ◽  
Work Coordination ◽  
Office Employees

The purpose of this study was to study the effect of work discipline variable and simultaneous work ability and competence at the West Papua Province Social Service Office. This research is a quantitative study. The sampling method uses Non Probability Sampling and the sampling technique uses Saturated Sampling. The result of this study indicate that the variable work discipline is not significant on employee performance, and subsequent research result indicate that work ability variables partially have a siginificant effect on employee performance. Also showed a variable work discipline and work ability significantly to the performance of employess in the West Papua Province Social Service Office. Improving the performance of West papua Provincial Social Service Office employees must provide work coordination and work capabilities together to improve employee performance.

Linkage Between Employee Satisfaction and Employee Performance: A Case in Banking Industry

2020 ◽  
pp. 097215092097035
Author(s):  
Sweta Mishra ◽  
Shikta Singh ◽  
Priyanka Tripathy
Keyword(s):  
Factor Analysis ◽  
Human Resource Development ◽  
Employee Satisfaction ◽  
Structural Equation ◽  
Banking Sector ◽  
Financial Institution ◽  
Employee Performance ◽  
Advanced Technology ◽  
Survey Method ◽  
And Performance

Banking sector is predominantly a customer-focused business that provides a gamut of financial services in aid of advanced technology, prompt communication system and conception of various banks to deal with multinational led environment. Some priority should be given to human resource development in order to emerge as strong and viable financial institution. So, the banking sector should emphasize on employees and how they can be satisfied, engaged and perform better. This study indicates to what extent employee satisfaction and employee performance are interlinked with each other. The purpose of this study is to explore the factors of employee satisfaction and employee performance and to establish a relationship between them. A survey method using a structured questionnaire was used to collect the responses of bankers in SBI, Bhubaneswar region. Having the data collected from 240 filled questionnaires, analysis was carried out using exploratory factor analysis, and to further validate this, structural equation modelling was developed. This was followed by a confirmatory factor analysis to establish the linkage between employee satisfaction and employee performance. The results indicated a significant relationship between employee satisfaction and performance. This study contributes to understanding of the various factors affecting employee satisfaction and performance, especially in the banking sector. By focusing on employee satisfaction, managers can keep the employees more focused, engaged and committed to their work and enhance overall productivity of the organization.

scholarly journals STRESS AMONG BANKING EMPLOYEE- A LITERATURE REVIEW

2017 ◽  
Vol 5 (1) ◽  
pp. 206-213
Author(s):  
Manjunatha M K. ◽  
T.P. Renukamurthy
Keyword(s):  
Literature Review ◽  
Technological Change ◽  
Role Conflict ◽  
Job Stress ◽  
Banking Sector ◽  
Employee Performance ◽  
Work Life ◽  
Work Pressure ◽  
Rapid Changes ◽  
Challenge Stress

For banking employees around the globe, stress on the job can be a challenge; stress can be sometimes positive and sometimes negative. Positive stress leads to productivity and negative stress leads to loss for the organization. There is already  a certain level of stress in Banking employees work life and then encounter even more stress arising from the work  pressure that Banking employees face on the job. Many employees cannot cope with such rapid changes taking place in the jobs. Role conflict, Service for customer, contribution, rapid technological change, lack of customer response is the great transaction of stress for the banking workers. The aim of this research is to understand roots and outcomes of job stress on the employee performance in banking sector.

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