Workforce Diversity on Organisational Performance: Evidence from a Commercial Bank in Nigeria

This study examines the relationship between workforce diversity and organisational performance, using Unity Bank Plc, Nigeria, as a case study. Specifically, it investigates how ethnic, religious, age, and educational diversity influence key performance indicators such as profitability, customer acquisition, and customer retention. A quantitative research design was adopted, with primary data collected through structured questionnaires administered to 195 staff members, out of which 147 valid responses were analysed. The study employed simple random sampling, while descriptive and inferential statistical techniques were used to test the hypotheses. Findings reveal that ethnic diversity has a statistically significant effect on organisational profitability. Furthermore, imbalances in religious and age diversity were found to significantly influence customer acquisition and retention. The results suggest that workforce diversity, when not properly managed, can impact organisational outcomes both positively and negatively. The study concludes that workforce diversity is a critical determinant of organisational performance. It recommends that Unity Bank Plc should implement inclusive recruitment and workforce distribution strategies to ensure equitable representation across ethnic and demographic groups. Such strategies would enhance brand perception, broaden customer base, and improve overall competitiveness. The study contributes to the growing body of literature on diversity management within the Nigerian banking sector and provides practical insights for organisational policy and decision-making.