EMPLOYEE JOB MOTIVATION AND ITS INFLUENCE ON SERVICE QUALITY AT COMMERCIAL BANK OF ETHIOPIA-HEAD OFFICE

Abstract

Work place job motivation plays a key role to ensure workplace productivity and better service quality of employees. The purpose of this study is to identify how and to what extent job motivation can influence employees service quality at Commercial Bank of Ethiopia Head office. The research design and approach used for this study were descriptive and a mixed qualitative and quantitative data collection methods were used. This study used 349 sample size and stratified random sampling technique, which helps to get high precision and provide us a sample that is highly representative of the population being studied. SPSS version 20 data analysis and interpretation software were used to analyze and measure the percentage, mean and standard deviation of returned questionnaire and also used to describe respondents profile such as age, gender, year of service in the bank and their perception on motivation. The findings of the study confirm that promotion, salary and benefit, recognition, achievement, work content and company policy were identified as major factors to influence employee productivity. The research result would help the bank to work on adjusting the existing salary and benefit structure, to set and implementing clear promotional and motivational policy, providing proper recognition for employees for their achievement and accomplishments to forward employees to exert more and to improve employees job excellence.