THE IMPACT OF STAFF-CUSTOMER RELATIONS ON ORGANIZATIONAL IMAGE A CASE STUDY OF UNITED BANK FOR AFRICA (UBA) PLC

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ABSTRACT

Since the abstract is a precised summary of 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.

1) An experienced and educated public relations officer who will control the affairs of the staff and the public.

2) Also they should computerize their entire department and train staff etc.

TABLE OF CONTENTS

Title

Approval

Dedication

Acknowledgement

Abstract

Table of contents

List of tables

Chapter one

Introduction

1.1 Background of the study

1.2 Statement of the problem

1.3 Purpose of the study

1.4 Scope of the study

1.5 Research questions

1.6 Research Hypothesis

1.7 Significance of the study

1.8 Limitations of the study

1.9 Definition of terms

References

CHAPTER TWO

Review of related literature

2.1 Public relations and staff customer relationship in U.B.A Nige Plc

2.2 Effects of Communication and Staff Customer Relationship

2.3 Attitudes, motivation and Staff-customers relationship

Reference

Chapter three

Research design and methodology

3.1 Research Designs

3.2 Population and sample determinant

3.3 Instrument for Data Collection

3.4 Reliability of the instrument

3.5 Method of data analysis

References

Chapter four

Data presentation and Analysis

4.1 Data Presentation and analysis of data

4.2 Testing of hypothesis summary of results

Chapter five

Discussions, conclusion and recommendations

5.1 Discussion of result/findings

5.2 Conclusions

5.3 Implication(s) of the research findings

5.4 Recommendations

5.5 Suggestions for further research

References

Bibliography

Appendix

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THE IMPACT OF STAFF-CUSTOMER RELATIONS ON ORGANIZATIONAL IMAGE A CASE STUDY OF UNITED BANK FOR AFRICA (UBA) PLC

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