THE RELATIONSHIP BETWEEN PERSONALITY AND JOB PERFORMANCE OF CUSTOMER SERVICE MANAGERS IN COMMERCIAL BANK OF ETHIOPIA: THE CASE STUDY OF ADDIS ABABA REGION

Abstract

The purpose of the study was to examine the relationship between personality dimensions, and job performance of customer service managers in Commercial Bank of Ethiopia. In order to undertake this survey, a total of 103 questionnaires were distributed with a return rate of 97(94%). Structured questionnaire was used to gather primary data. In addition, one year and six months performance measurement result and relevant secondary data sources were also reviewed. Data were analyzed by using descriptive and inferential statistics. To facilitate the data processing and analysis software package of social science (SPSS) was used. The finding from correlation indicates that, openness has a significant strong relationship on job performance than other personality traits. Relative to other measure of personality trait, neuroticism has a weak correlation with employee job performance. On the other hand; agreeableness, extroversion and consciousness yield positive and significant correlation which supports that there exists a positive and significant association of Agreeableness, Extroversion, and Conscientiousness with customer service manager job performance. The finding also shows that, among the five explanatory variables, openness has the highest standardized coefficient followed by agreeableness, neuroticism, consciousness and extroversion. On the other hand, neuroticism has negative relationship with job performance. Finally, based on this research finding openness to experience, conscientiousness, extraversion and agreeableness dimensions predicts job performance positively therefore, the researcher recommends that Commercial Bank of Ethiopia should have to assign customer service managers with openness, conscientiousness, extraversion and agreeableness dimension of personality. On the other hand, the finding shows that personality trait especially openness has a highest positive impact and a good predictor on customer service managers job performance at CBE. Therefore, the bank should have training on personality traits that can directly affect job performance in order to make them effective workers to the organization.