EFFECT OF EMPLOYEE MOTIVATION ON EMPLOYEES’ SERVICE DELIVERY PERFORMANCE IN SELECTED COMMERCIAL BANKS IN GURAGE ZONE CENTRAL ETHIOPIA

Abstract

This study aimed to examine the effect of employee motivation on service delivery performance in selected commercial banks in the Gurage zone of central Ethiopia, employing a descriptive and explanatory research design with a quantitative approach. Data were collected using standardized questionnaires with a 91.4% response rate from a census sample of 234 permanent employees and analyzed using descriptive statistics, Pearson correlation, and multiple linear regressions. The regression analysis revealed that goal setting (β=.290, p<.001), financial incentive (β=.235,p<.001), recognition and reward (β=.169,p<.001), job satisfaction (β=.190,p<.001), and job design (β=.350,p<.001) all had a positive and significant effect on service delivery performance, thus supporting all the formulated hypotheses. The study recommends that the selected commercial banks should prioritize and enhance these motivational factors to improve employee performance and consequently boost service delivery quality