Modeling employees' skills for sustainable banking services

Abstract

In Bangladesh, more clarity is needed on data that could contribute to the provision of sustainable banking services. Therefore, the qualitative exploration of bank employees' skills to advance contemporary banking careers and services has been rational. Moreover, limited knowledge of what constitutes a sustainable banking career and service inspires this study to adapt to the new normal post-COVID-19. Fifteen experienced employees from the banking industry participated in the interview to accomplish the research. The results from content data analysis showed that technical skills may vary from department to department based on employees' job responsibilities. However, the employee skills are more or less similar for different banks. The results further showed that the banking sector emphasizes the need for honesty from banks' employees, as they maintain a large amount of cash and other types of assets in their vaults. Additionally, the research participants expressed their sentiments regarding other skills, such as patience, smartness, and technological expertise. These skills are needed to carry out the day-to-day operations and achieve high customer satisfaction. Therefore, the study recommends that banks focus on creating an employee base with the skills found in the investigation to develop banking services.