1. – Assistant Professor, Researcher And Community Service Provider, Addis Ababa University, Ethiopia.
2. – Assistant Professor, Researcher And Community Service Provider, Addis Ababa University, Ethiopia.
3. – Assistant Professor, Researcher And Community Service Provider, Addis Ababa University, Ethiopia.
| Received
24-Mar-2021 |
Accepted
- |
Published
24-Mar-2021 |
In order to obtain efficient operations and deliver quality services, banks require the development of standard time. This study examined the development of standard time in the banking system, with a particular emphasis on private banks. After selecting banks and their corresponding branches, the researchers used a stopwatch time-study method to obtain a real-time data and propose standard time for eight major but typical activities of bank operations. Before the development of normal time and standard time, a total of 193 observations were taken from two branches of a private bank. The study may help banks to formulate and implement new customer service standards and improve customer service excellence. In addition, the study can be used as a basis for motivating the workforce and measuring workers’ performance. From a developing economy perspective, future research may cover government owned banks and sectors.