EFFECT OF HUMAN RESOURCE OUTSOURCING ON CUSTOMER SERVICE OF SELECTED DEPOSIT MONEY BANKS IN IMO STATE

This study investigated the effect of Human resource Outsourcing on customer service of selected deposit Money Banks in Imo State .The specific objectives are: 1.How does Outsourcing influence customer Service of the banks.2.What are the factors that influence customers satisfaction in the banks3. What are the factors that cause customer dissatisfaction in the banks. The study adopted survey research design. The total population of the study was 212 employees and customers .The sample size of 153 was gotten using Taro Yamane formula while random sampling technique was employed as it givesevery staff member equal opportunity to be selected to serve as a respondent in the questionnaire distributed. The data used for the study were collected fromboth primary and secondary sources through the administration of copies of questionnaire which was structured using five-point Likert scale. Moreso, Journal papers of published works were also used in this research. All the objectives of the study wereanalyzed Chi=Square. The study found thatOutsourcing Influences poor customer service. Service Personalization causes customer’s satisfaction, Service delay causes dissatisfaction of customers in the banks. Based on the findings, the researchers concluded thatthat Human Resource outsourcing has effects on customer service of the selected Money Deposit.The following recommendation were made: Banks should continue to enhance their focus on core business activities leaving Outsourcing to take care of the day to day (routine) operationsas this can open up strategic opportunities that would have been over looked when saddled with .routine activities