Date of Conferral



Doctor of Business Administration (D.B.A.)


Business Administration


Erica Gamble


Bank and credit union managers face challenges in preserving bank productivity and competition. Understanding the factors contributing to teller retention is vital for bank and credit union managers to create and implement employee retention strategies. Effective retention strategies may help retain the best tellers to remain competitive in the banking industry. Grounded in Herzberg’s two-factor theory, the purpose of this qualitative multiple case study was to identify successful strategies bank managers use to improve bank teller retention. The participants were six managers from two banks and one credit union in Montgomery, Alabama, who successfully implemented teller retention strategies. Data were collected using semistructured interviews and a review of company documents. Data were analyzed using thematic analysis. Four themes emerged: effective leadership/management, offering more or better incentives, creating career growth opportunities, and strategies to acknowledge and address uncontrollable factors. A key recommendation for bank and credit union managers is to make the tellers feel valued and appreciated. The implications for positive social change could include the potential to reduce the unemployment rate, provide a steady source of income for the employee’s family and increase company performance that can help strengthen the economy of local communities.

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Business Commons