Authors
Kekeocha, Ezinne Mary
Department of Business Administration,
Faculty of Management Sciences
Nnamdi Azikiwe University, Awka
me.kekeocha@unizik.edu,ng,
Nnabuife, Ezimma K. N
Department of Business Administration,
Faculty of Management Sciences
Nnamdi Azikiwe University, Awka
ke.nnabuife@unizik.edu.ng
Chiekezie, Obianuju Mary
Department of Business Administration,
Faculty of Management Sciences
Nnamdi Azikiwe University, Awka
om.chiekezie@unizik.edu.ng
Onwuka, Ebele Mary
Department of Business Administration,
Faculty of Management Sciences
Nnamdi Azikiwe University, Awka
em.onwuka@unizik.edu.ng4
Abstract
This study investigates the relationship between Dispute
Management Strategy and Performance of Deposit
Banks in Anambra State, Nigeria. Specifically, the
objective is to determine the relationship that exists
between Mediation and operational Efficiency of Money
Deposit Banks in Anambra State, Nigeria. The study was
anchored on Mediation theory by John Stacey Adams
(1963). The theory explains how fairness affects
employee motivation and satisfaction in organizations.
The study employed descriptive survey research design
and enumeration-based method. The study population
was 327 employees, which comprises; managers, human
resources staff, teller staff, and customer service
representatives from ten major banks in the region. The
entire population was used. Out of 327 copies of
questionnaire distributed, 317 were completely filled and
retrieved. One hypothesis was raised and tested, using
Pearson Product Moment Correlation Coefficient
Statistical Packages for Social Science (SPSS Version
23) at 5% level of significance. The finding revealed a
significant positive relationship between mediation and
operational efficiency, with a correlation coefficient of r
= 0.711 and a p-value of 0.024, indicating that effective
mediation practices are crucial for enhancing banks’
operational performance. The study concludes that,
prioritizing mediation not only improves employee satisfaction and engagement but also positions banks for
sustainable growth and competitiveness in the rapidly
evolving financial landscape. Based on the results, the
study recommends that banks should implement
comprehensive training programs that focused on
mediation techniques and conflict resolution skills,
fostering a culture of proactive dispute management.
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