Person-environment fit and performance of selected commercial banks in Enugu state, Nigeria

The study examined the influence of person-environment fit (decomposed as employee turnover) on performance (decomposed as customer satisfaction) of selected commercial banks in Enugu state Nigeria. The objective was to ascertain the relationship between employee turnover and customer’s satisfaction of selected commercial banks in Enugu state. The study employed descriptive survey design. Primary and secondary sources of data were used for the study. Pearson’s Product moment correlation was used to test the relationships between key variables. Results indicated that employee turnover have negative relationships with customer satisfaction. This implies that when employee turnover increases, bank performance decreases as a result of customers’ dissatisfaction. Our empirical analysis demonstrated that turnover intention have a significant negative relationship with customer satisfaction. The study concluded that employees who are better fitted in their organisations have less intention to leave the organisation. This in effect implies that employee retention will enhance effective performance of the selected banks thereby leading to customers’ satisfaction. It recommended among others that managers of these banks should focus on selecting such employees whose personality and values are in congruence with that of the organisation.