Operations Sensitivity and Service Innovation of Tier-1 Commercial Banks in the South-South of Nigeria
Vol.6 Issue 1
Nigeria. The study is designed as a cross-sectional survey and from a population of 67 staff from the 5 tier-1 commercial data was generated using the questionnaire instrument. The relationship between operations sensitivity and measures of service innovation – service concept, client interface and delivery system, is tested using the Spearman’s rank order correlation coefficient at a 0.05 significance level. The test revealed operations sensitivity as a significant predictor of service innovation with all null hypotheses rejected. It was thereon concluded that operations sensitivity attends to the organizations needs through the deliberate and conscious efforts channelled towards assessing, evaluating and addressing the organization’s operational capacity concerns in such a way that enhances its service concepts, client interface and delivery system. It was on this basis recommended that the actions related to operations sensitivity can be strengthened through the reinforcement of policies and regulations which control the behaviour and excesses of the organization’s members by presenting a framework for functions and behaviour that align and are in consonance with the organizations overall values, operational boundaries and goals.
