DETERMINANTS OF STAFF COMPETENCY ON THE EFFECTIVENESS OF DEBT COLLECTION IN COMMERCIAL BANKS

Abstract

Purpose: The study aimed to examine the determinants of determinants of staff competency on the effectiveness of debt collection in commercial banks.Methodology:The research was carried out through descriptive survey design. The total population of the study was 1118credit managers/supervisors or branch managersof the 37 commercial banks. A sample size of 118 respondents was selected through random sampling technique, which represents a 10% of the population. The study used both secondary and primary data specifically the study used a questionnaire as the preferred data collection tool. The questionnaire had close ended questions only. Secondary data on the level of Nonperforming loans/Gross loans was also collected. This study used the quantitative method of data analysis. Quantitative methods of data analysis included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly mean. Inferential statistics include correlation and regression analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 20 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: It was possible to conclude that staff competence was highly emphasized in the banks. Results led to a conclusion that all employees received induction training and all the learning was incorporated on the job training. Results revealed that on the job training was important and effective in improving employee performance; training had improved the employees’ knowledge gap about the bank, which helped them to adjust comfortably to the work environment. It was also possible to conclude that the bank encouraged staff exchange programs with other employees who improve work knowledge and productivity and the bank offers short training in form of seminars to improve staff competency.Correlation results led to conclusion that that the relationship between staff competency and non-performing loans is negative and significant. The findings imply that staff competency has a significant effect on non-performing loans in the banks.Policy recommendation:it is recommended that staff competence be emphasized in the banks as it has an effect on the overall achievement of effective debt collection practices. Therefore the management is urged to encourage sharingofpotentially sensitive information on costs, quality, and productivity on financial performance with other employees.