The Impact of Frontline Employee Training on Customer Service Delivery in Retail Banking: A Case Study of FCMB, Kano State
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Background of the Study
Frontline employees are the face of retail banks, directly influencing customer experience through their interactions and service delivery. At FCMB in Kano State, the quality of customer service is heavily dependent on the skills, knowledge, and responsiveness of these employees. The bank has invested significantly in training programs aimed at enhancing both technical competencies and interpersonal skills. Such training initiatives cover a range of topics, including customer relationship management, digital banking operations, conflict resolution, and product knowledge (Okoro, 2023). Enhanced training not only improves service delivery but also boosts employee morale and efficiency, leading to higher customer satisfaction and retention. In the digital era, where customer expectations are increasingly high, continuous employee development is essential to adapt to evolving service standards and technological innovations. However, challenges such as insufficient training duration, lack of regular updates, and variations in training effectiveness across branches can lead to service inconsistencies. This study examines the impact of frontline employee training on customer service delivery at FCMB, evaluating how well training programs translate into improved service performance and customer satisfaction, while identifying areas for further enhancement to meet the dynamic needs of the market (Chinwe, 2024; Akinola, 2025).
Statement of the Problem
Despite comprehensive training programs, FCMB faces challenges in ensuring uniformly high customer service delivery across its branches. Some customers report variations in service quality, citing differences in employee knowledge and responsiveness. These inconsistencies suggest that training programs may not be uniformly effective or sufficiently updated to address new service challenges and technological changes. Inadequate training duration and lack of continuous professional development further contribute to service gaps, which ultimately impact customer satisfaction and retention. The variability in training outcomes across different branches may also stem from differences in management oversight and resource allocation. Such discrepancies weaken the bank’s overall customer service performance, making it difficult to achieve consistent standards across all service channels. This study aims to identify the shortcomings in current training practices and assess their impact on service delivery, with the objective of recommending improvements that can ensure more consistent, high-quality customer service across FCMB’s retail network.
Objectives of the Study
• To evaluate the effectiveness of current employee training programs at FCMB.
• To identify factors leading to inconsistencies in service delivery.
• To recommend strategies for continuous training and performance improvement.
Research Questions
• How effective are frontline training programs in enhancing customer service at FCMB?
• What factors contribute to variations in service quality among employees?
• What measures can improve the consistency and effectiveness of employee training?
Research Hypotheses
• H₁: Comprehensive training significantly improves customer service delivery.
• H₂: Inconsistent training outcomes are negatively correlated with customer satisfaction.
• H₃: Continuous professional development enhances service consistency and performance.
Scope and Limitations of the Study
This study focuses on FCMB’s frontline employee training practices in Kano State. Limitations include potential discrepancies in training implementation and regional differences in service expectations.
Definitions of Terms
• Frontline Employees: Staff who interact directly with customers in retail banking.
• Employee Training: Programs designed to enhance the skills and knowledge of bank employees.
• Customer Service Delivery: The process by which banking services are provided to customers.
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