IIARD International Institute of Academic Research and Development

IIARD INTERNATIONAL JOURNAL OF BANKING AND FINANCE RESEARCH (IJBFR )

E-ISSN 2695-1886
P-ISSN 2672-4979
VOL. 10 NO. 6 2024
DOI: 10.56201/ijbfr.v10.no6.2024.pg49.64

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Crisis Management And Employee Performance In Commercial Banks In Southeast, Nigeria

Chukwuocha, Chidinma K , Dialoke Ikechukwu (Ph.D) and Prof. Alex Osuala

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Abstract

This study examined the influence of crisis management on employee performance in commercial banks in south-east Nigeria. The study specifically determined the relationship between internal crisis communication and customer service delivery and analyzed the effect of crisis learning on employee workload in commercial banks in south-east Nigeria. The study adopted descriptive and survey method, using both primary and secondary sources of data. The population of the study include four hundred and ten (410) employees of First bank and Access bank staff of main branches in Anambra, Enugu and Imo states. Data were analyzed using statistical software (SPSS), to conduct descriptive and inferential statistics while correlation and regression analysis was adopted to test the hypotheses. Findings of the study revealed a statistically significant relationship between the variables of internal crisis communication and customer service delivery and a significantly positive effect of crisis learning on employee workload in commercial banks in southeast Nigeria. The study therefore recommends that the speed, transparency and consistency of internal crisis communication strategies during and after crisis events should be improved on by the management of the bank through the designated crisis management team/unit. The bank branch managers should maintain their commitment to learning from crisis incidents and support staff in times of crisis during periods of overwhelming employee workload amongst other recommendations.

keywords:

crisis communication. crisis learning, employee performance, human resources

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