ETHICAL WORK PRACTICES AND EMPLOYEE PERFORMANCE OF COMMERCIAL BANKS IN ANAMBRA STATE

Abstract

This study examined the effect of work ethics on employee performance in commercial banks in Anambra State, Nigeria. Specifically, the study investigated the influence of over-the-counter service on customer satisfaction and ascertained the impact of code of secrecy on bank stability. The study adopted a qualitative research design to gain an in-depth understanding of ethical practices and their implications for organizational outcomes. Data were collected through semi-structured interviews conducted with 30 managers and senior officers drawn from six selected commercial banks in Anambra State, namely First Bank, UBA, GTBank, Access Bank, Zenith Bank, and Ecobank. Participants were selected using purposive sampling based on their knowledge and experience in banking operations. Data obtained from the interviews were transcribed, coded, and analyzed using thematic analysis. Findings revealed that over-the-counter service positively influences customer satisfaction through efficient service delivery, effective communication, professionalism, empathy, and prompt attention to customers. The study also found that adherence to the code of secrecy enhances bank stability by promoting customer trust, regulatory compliance, risk management, customer retention, and organizational reputation. The study concluded that work ethics play a critical role in enhancing employee performance and organizational effectiveness in commercial banks. The study recommends that commercial banks should continuously strengthen customer service practices, enforce confidentiality policies, and promote an ethical organizational culture to sustain customer satisfaction and bank stability.