This study examined the impact of learning and development on the quality-of-service delivery in selected deposit money banks in Akwa Ibom State. A survey research design was adopted. Primary data were collected using a structured questionnaire. A sample of 291 respondents was drawn from a population of 1,076 bank employees in Akwa Ibom State, using Yamane’s formula for sample size determination. The findings revealed a strong positive relationship between mentoring and service quality, as well as between coaching and service quality.
Consequently, the study concluded that both mentoring and coaching have significant positive effects on the quality-of-service delivery in deposit money banks in Akwa Ibom State. Therefore, deposit money banks in Akwa Ibom State should implement structured mentoring and ongoing coaching programmes, incorporating regular training, feedback, and evaluation, to enhance employee skills, improve service quality, and increase customer satisfaction.
