“Effects of Job Satisfaction on Employee`S Service Behaviour the Case of Commercial Bank of Ethiopia Branches In Ambo Town, Oromia, Ethiopia”

Abstract

Employee’s service behavior among Banker’s professionals is increasingly being recognized as a measure that should be included in quality improvement programs because low job satisfaction can result in increased staff turnover and absenteeism, which affects the efficiency of Banker’s services. The main aim of this study was to assess the effect of job satisfaction on employee’s service behavior in Commercial Bank of Ethiopia (CBE) Branches in Ambo Town. To realize the objective of the study, the dependent variable, namely employee’s service behavior has been measured with the help of a standardized instrument called a questionnaire developed by Ariffin and Zailani .The independent variable, namely intrinsic and extrinsic job satisfaction along with its twenty dimensions was measured a standardized instrument called Minnesota satisfaction Questionnaire and used to gather relevant primary data from a total population of 115 respondents which were selected by using a census method. Data was then analyzed using statistical software SPSS 16 both descriptive (frequencies, percentages, means and standard deviations) and inferential statistics (Pearson Product Moment Correlation Coefficient and Multiple Regression) were used to analyzed the data. When the correlation of intrinsic and extrinsic aspects of job satisfaction and employee’s service behavior all are positive and significantly correlated, a positive significant correlation were noted in all facets of intrinsic and extrinsic aspects of job satisfaction with employees service behavior. Result of multiple regression showed that motivational aspects of job satisfaction is found to be the most important predictor of employees service behavior followed by hygiene aspects of job satisfaction. Therefore, it is recommended that management of the Commercial Bank of Ethiopia or any interested stakeholders should strongly strive to maintain the motivational aspects of job satisfaction, to build creative and innovative work environment and to construct clear and concise role in the employee’s service behavior of the commercial bank of Ethiopia