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This study assessed the effectiveness of training programs in improving the services at CRDB Bank Mbeya Branch doubting on the effectiveness of training programs in today’s organizations. The study aimed at giving an overview of CRDB to identify the needs for training, the knowledge and level of awareness of CRDB on training issues. It also aimed at examining impacts of training on the improvements of service provision at CRDB Bank in order to make recommendations for improving training and developments programs at CRDB.
The study adopted the case study research design with the sample of 37 respondents, including 26 employees and 11 customers. The adaptation of the method and samples sizes was influenced by time and resource factors.
Both quantitative and qualitative techniques were applied; where the quantitative techniques involved questionnaires survey of CRDB staff from different departments such as those of retail, marketing finance and credits while the qualitative techniques involved interview with Senior Managers.
The study reveals that, CRDB history, background information, stakeholders, company mission and vision, and core values desire much attention to have competent, skillful, knowledgeable staff to accomplish the company needs. It further revealed that knowledge and awareness of CRDB staff on issues related to training and development was high. It was also discovered that, the current development and training programs have little impacts on service provision as almost large respondents denied the high level of satisfactions of service provided by CRDB officials or staff.
The study recommends among other things, the need for CRDB to urgently ensure the total implementation of its training and development policy and participatory approach to enhance the job skills for staff for improved services. |
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