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INFLUENCE OF SOCIAL SUPPORT STRATEGIES AND ACCEPTANCE OF RESPONSIBILITY ON SERVICE DELIVERY AMONG BANK WORKERS IN AKWA IBOM STATE

ABSTRACT

The study analysed the influence of social support strategies and acceptance of responsibility on service delivery among bank workers in Akwa Ibom State. A correlational survey research design was employed in the study. This research was conducted at the Akwa Ibom North East Senatorial District. The population of this study consisted of all the 361 employees of the various financial institutions in all the 16 commercial banks within Akwa Ibom North East Senatorial District. A sample of 186 bank workers was selected from all the 16 commercial banks in Akwa Ibom North East Senatorial District, Nigeria. This sample size was determined using Krejcie and Morgan (1970) sampling model. Data was collected using an instrument that was developed by a researcher referred to as the Occupational Stress Management Strategies and Service Delivery Questionnaire (OSMSSDQ). Face and content validation was used. Simple Linear Regression Analysis was used to answer research questions while the null hypotheses were tested using linear regression statistics at 0.05 level of significance. The study showed that social support strategy and acceptance responsibility strategy significantly influences service delivery among bank workers in Akwa Ibom North-East Senatorial District. It was concluded that employees who perceive strong social support from their colleagues, supervisors, and the wider organisational structure demonstrate higher levels of job satisfaction, reduced stress, and improved customer-focused behaviours, which translate into better service delivery outcomes. It was recommended that banks management should foster a supportive work environment that encourages social support among employees to help reduce stress and improve service delivery.

KEYWORDS: Social Support Strategies, Acceptance Responsibility Strategies, Service Delivery, Bank Workers, Akwa Ibom State

Idoreyin AKWAOWO And Samuel David UDO, PhD

KING-UK INTERNATIONAL JOURNAL OF ACADEMIC ANTHOLOGY, UNITED STATES, VOL.9 NO.1