Employee Diversity and Service Delivery of Organisations in Bayelsa State
Abstract
This study examined the relationship between employee diversity in terms of thinking styles, communication skills, and innovation/creativity, and service delivery among commercial banks in Bayelsa State. Data were collected through questionnaires from 201 employees across 13 banks, using a cross-sectional survey design. 148 copies of questionnaire were filled and retrieved.The data were analysed using Spearman Correlation technique. The findings revealed that employee’s thinking styles, communication skills, and creativity significantly enhance service delivery among commercial banks in Bayelsa State. Specifically, diverse thinking styles improve problem-solving and customer interactions, while communication skills foster effective teamwork and customer satisfaction. Innovation and creativity enable employees to propose new solutions, improving service quality and customer loyalty. Based on these findings, the study recommended that commercial banks and other institutions should encourage diverse thinking, invest in training to improve communication and creativity, and create an environment that nurtures innovation to enhance service delivery and remain competitive in the banking sector.
Keywords
Employee diversity
service delivery
thinking styles
communication skills
References
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