How Does Training Improve Customer Service Quality? The Roles OfTransfer Of Training And Job Satisfaction In Banking Sector

Abstract

The importance of job satisfaction and training transfer in enhancing the relationship between training and customer service quality in the banking industry is examined in this study. A stratified random sampling technique was used to gather data from 157 workers and their managers, guaranteeing a representative sample of various departments and positions. Structural equation modeling (SEM) was used to examine the intricate relationships between several variables. The results show that training transfer and job happiness are important mediators that indirectly improve the quality of customer service. These findings highlight the significance of intermediary elements in completely comprehending the impact of training on organizational performance, particularly in the banking context, by extending goal-setting theory, the norm of reciprocity, and social exchange theory. According to the study, although training is crucial in and of itself, an encouraging work atmosphere that promotes job satisfaction greatly increases its efficacy. Practically speaking, this research suggests that banks should concentrate on developing a work environment that promotes employee satisfaction in addition to providing training if they want their training initiatives to have a significant impact. This study emphasizes how crucial it is to foster a supportive workplace culture and motivated staff in order to convert training initiatives into better customer service results.