Knowledge Creation and Sharing for Services Delivery in Commercial Banks in Katsina Metropolis, Katsina State

Abstract

This paper examines the processes of knowledge creation and sharing for service delivery in
commercial banks in Katsina Metropolis, Katsina State. The objective of the study is to identify the
strategies used by commercial banks in Katsina for creating and sharing knowledge to enhance
service delivery in Katsina Metropolis, Katsina State. The study adopted quantitative research
method using descriptive survey research design. The population consisted of three hundred and
seven six (376) and one-hundred and ninety six participant was used as a sample size of the study
based on the Research Advisor’s Table 2006.. Questionnaire was used as an instrument for data
collection. The data collected was analysed using descriptive statistics (i.e. simple frequency tables
and percentage). The finding of the study indicated strategies of sharing and/or distribution of
knowledge for services delivery in the study area includes practices, guidance and mentorship,
imitations, observations, on-the-job training, one-to-one conversation, brainstorming sessions,
training with internal and external experts, teamwork, apprenticeship, one-to-one meetings and job
rotations. Other strategies include text messages, e-mail, workshop, seminars, symposiums and
conferences. However, informal social meeting outside of the workplace, purchasing and or
acquisition of books, manuals, suggestion box, directory of people’s skills, writing a report after
training, resource planning and newsletter were recorded not strategies of sharing and/or
distribution of knowledge for services delivery in commercial banks in Katsina metropolis. The
study recommend that there is a need for knowledge management centre in all the commercial banks
in Katsina metropolis and the Nigeria at large. This could inform of special library or information
centre that deals with the acquisition of various and relevant knowledge in to the organization to
compete in global economy. Moreover, these centers will provide banks with access to both
internally created knowledge and external research findings and expert insights, supporting their
daily operations and strategic initiatives.