Investigating the Relationship Between Employees’ Demographics and First-Time-Right Measurement of Quality Performance An Empirical Study in the Banking Sector

Abstract

This study investigates the relationship between employee demographics (age, gender, educational background, and years of experience) and quality performance indicators in the banking sector of the UAE. Using data from 327 frontline employees of a major Islamic bank, the research employs a quantitative methodology to assess the impact of these demographic factors on quality performance. The results demonstrate significant positive correlations between age, gender, educational background, years of experience, and quality performance. The findings suggest that educational background has the highest impact on quality performance, followed by years of experience, age, and gender. Practical recommendations include the importance of tailored training programs and retention strategies to enhance human capital and organizational performance. This research contributes to the literature on human capital and demographic diversity, providing valuable insights for HR and quality management practices in the banking industry.

Keywords Banking Sector, Demographic diversity ,Quality management, Organizational performance