ABSTRACT
In view of summarizing what is actually done in a project, it then means that the following information should be contained therein. The topic under study location. The statement of problem, the research questions and research hypothesis also carried out, relevant literature review of the topic understudy for purpose of carry out this study, a questionnaire was designed with concrete validity and reliability.
Relevant data were collected from the respondents and analyzed accordingly.
The following key findings were made and relevant recommendations put forward.
Based on the topic the Impact of Staff Customer relationship on a n organizational image, a case Study of UBA Plc Enugu Metropolis.
The key findings were:
1. That there is poor counter service that causes delay.
2. Management is the cause of bank low performance based on the findings, the researcher recommends that UBA Plc should employ.
3. An experienced and educated public relations officer who will control the affairs of the staff and the public.
4. Also they should computerize their entire department and train staff etc.
TABLE OF CONTENTS
Title ii
Approval iii
Dedication iv
Acknowledgement v
Abstract vi
Table of contents viii
List of tables xii
CHAPTER ONE
Introduction 1
1.1 Background of the study 1
1.2 Statement of the problem 3
1.3 Purpose of the study 4
1.4 Scope of the study 5
1.5 Research questions 6
1.6 Research Hypothesis 7
1.7 Significance of the study 7
1.8 Limitations of the study 8
1.9 Definition of terms 9
References 11
CHAPTER TWO
Review of related literature 12
2.1 Public relations and staff customer
relationship in U.B.A Nige Plc 12
2.2 Effects of Communication and
Staff Customer Relationship 20
2.3 Attitudes, motivation and
Staff-customers relationship 23
Reference 27
CHAPTER THREE
Research design and methodology 28
3.1 Research Designs 28
3.2 Population and sample determinant 29
3.3 Instrument for Data Collection 30
3.4 Reliability of the instrument 31
3.5 Method of data analysis 31
References 33
CHAPTER FOUR
Data presentation and Analysis 34
4.1 Data Presentation and analysis of data 34
4.2 Testing of hypothesis \ summary of results 43
CHAPTER FIVE
Discussions, conclusion and recommendations 47
5.1 Discussion of result/findings 47
5.2 Conclusions 48
5.3 Implication(s) of the research findings 48
5.4 Recommendations 49
5.5 Suggestions for further research 52
References 53
Bibliography 54
Appendix 57
LIST OF TABLES
Table 1 How long have you been in the organization.
Table ii what is your educational qualification
Table iii is the conditions of service of the bank staff adequate to enable them display their best mood in office.
Table iv: Do the customers live up to the expectation in their duties to the contract of staff customer relationship.
Table v: As a bank staff what will you to the faithfulness of customers to banking agreement.
Table vi: As a good bank staff, can you identify your customers.
Table vii: to what extent has tried to strike a balance between profitability and liquidity.
Table viii: What is the attitude of the bank staff generally?
Table ix: Is there decoy in the counter service and other service?
Table x: However effective is the management of UBA Plc Ltd able to pilot the affairs of the bank?
Table xi: Do you think that the capital base of UBA plc Ltd. (its. their office) needs to be reviewed periodically.
Table xii: is there delay in the counter services and other services.
Table xiii: is the concessions of services of the bank staff adequate to enable them display their best mood in office.
