ABSTRACT
Since the abstract is a précised summary of what is actually done in a project it then means that the following information should be contained there in.
The topic under study location. The statement of problem the research questions and research hypothesis also carried out relevant literature review of the topic under study 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 an organizational image, A case study of UBA PLC Enugu metropolis.
THE KEY FINDING WERE
1. That there is poor counter service that causes delay
2. management is the cause of bank low performance based on the finding 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.
INTRODUCTION
The staff customer relationship is a contractual relationship staff are the most important channel of communication the outsider’s opinion of the organization will be based almost entirely on the staff he knows or encounters and where by the employee is inefficient or surly the will be his (i.e. customers) image of the organization
On the other hand in any business where products or service are sold or rendered the customer is the key success many year ago, one of Americas greatest the whole principles of customer relation in few word the customer is always right.
Customer can make or break any commercial enterprise if they are pleased with what they buy and happy about their treatment they will continue to buy and tell their friends but if the product service or treatment is un satisfactory the customer will not only stop buying but also will tell their friends and acquaintance about the unhappy experience.
Staff relations with customers are often as much as a management problem as public officer because every organization wants to create an image for itself. Good staff customers relationship goes hand in hand it is difficult indeed to draw a line between them because staff has repeated contract with the public. The contact provides the best means for two way communication. They permit an exchange of question and answers this proving an opportunity to explain persuade. They also make it possible to offend or err.
The general public had anticipated that by now the picture of the staff customer relationship especially in the banking sector should have been pretty and nice to behold at least in terms of services attitude to work and more importantly in the upholding and up liftmen of the basic daily practices of the contract relationship.
Oral and written evidence seems to at least to the continued fall in the standard of staff customer relationship and its affect on the organizations image.
It is to appraise the extent to which the system has lives up to expectation in their system and other related area that promoted me into the research work.
The united bank for Africa limited (UBA) On which this research work based originated from french bank limited itself metamorphosed from BNCL Paris (Bangue national pude commerce et industry) established in 1982. the bank officially opened to business in December 1949 with a staff strength of twelve
In 1960 the bank went public in accordance with the policy and intention of the French owner of the bank to sell of some of their shares to Nigerians. On February 1961 the united bank for Africa limited with incorporated to take over the assets and liabilities of the British and French bank and was officially opened for business under the new name on October 3, 1961 was
TABLE OF CONTENTS
Title page
Approval
Acknowledgement
Abstract
Table of content
List of tables
CHAPTER ONE
1.1 Introduction
1.2 Background
1.3 Statement of problem
1.4 Purpose of the study
1.5 Scope of study
1.6 Research question
1.7 Research hypothesis
1.8 Significance of study
1.9 Definition of terms
Reference
CHAPTER TWO
2.1 Review of related literature introduction
2.2 Public relations and staff customer relationship in U.B.A Nig. PLC
2.3 Effects of communication and staff customer relationship.
2.4 Attitudes motivation and staff customers relationship
2.5 Research design and methodology
2.6 Research designs
2.7 Population of the study
2.8 Instrument for data collection
2.9 Reliability of the instrument
2.10 Method of data analysis
2.11 Data presentation and analysis
2.12 Presentation and analysis data
2.13 Testing of hypothesis
2.14 Summary of result
Reference
CHAPTER THREE
3.1 Discussion conclusion and recommendations
3.2 Discussion of result findings
3.3 Conclusion
3.4 Implication (s) of the research findings
3.5 Recommendations
3.6 Suggestions for further research
Bibliography