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
Titleii
Approvaliii
Dedicationiv
Acknowledgementv
Abstractvi
Table of contentsviii
List of tablesxii
CHAPTER ONE
Introduction1
1.1Background of the study1
1.2Statement of the problem3
1.3Purpose of the study4
1.4Scope of the study5
1.5Research questions6
1.6Research Hypothesis7
1.7Significance of the study7
1.8Limitations of the study8
1.9Definition of terms9
References11
CHAPTER TWO
Review of related literature12
2.1Public relations and staff customer
relationship in U.B.A Nige Plc12
2.2Effects of Communication and
Staff Customer Relationship20
2.3Attitudes, motivation and
Staff-customers relationship23
Reference27
CHAPTER THREE
Research design and methodology28
3.1Research Designs28
3.2Population and sample determinant29
3.3Instrument for Data Collection30
3.4Reliability of the instrument31
3.5Method of data analysis31
References33
CHAPTER FOUR
Data presentation and Analysis34
4.1Data Presentation and analysis of data34
4.2Testing of hypothesis summary of results43
CHAPTER FIVE
Discussions, conclusion and recommendations47
5.1Discussion of result/findings47
5.2Conclusions48
5.3Implication(s) of the research findings48
5.4Recommendations49
5.5Suggestions for further research 52
References53
Bibliography54
Appendix57
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.