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Customers are the most important people to any bank because their performance depends on them. Thus, the maintenance of cordial relations with customers may determine bank’s performance. This study evaluated the effect of customers’ relation on the performance of United Bank Plc, Calabar,Cross River State. The study adopted survey research design, made use of primary data obtained through structured questionnaire.Secondary data were sourced from published articles from learned research journals from libraries and Internet. The data were analysed using ……. The findings revealed that poorcounter-services cause delayin attending to customers thus, resulting in negative bank-customers relations that affect the performance of the bank.Management is the cause of bank low performance how???Based on the finding, it was recommended that staff of United Bank for Africa should create and maintain cordial customers’ relations. Employment of an experienced public relations officer to oversee and manage customers-bank relations may help improve on the performance of the bank.
CHAPTER ONE
INTRODUCTION
1.1 Background to the study
Customer-bank relationship is a contractual relationship between bank and its customers. In any business where productsor services are rendered, the customer is the key to success because it is the customers who are the central of focus. Marshall (???) opined thatthe principle of customer relations could be expressed in the axioms – customer is always right, customers can make or break any commercial enterprise. If they are pleased with what they buy and are happy about their treatment, they continue to buy and also inform their friends to buy. But if the products or services are unsatisfactory, the customer will not only stop buying, but also will tell their friends about their unhappy experiences.The essence of maintaining customer relation is toretain old customers attracts new customers to get a bigger share of the customers and to ensure customers satisfaction.
Staff relationship with customers is often as much a management problem as public officers because every organisation desires to create an image for itself. Good customer relationship goes hand in hand with organisational image. It is difficult to draw a line between them because customers have repeated contacts with the staff. The contacts provide the best means for easy communication. They permit exchanges of questions and answers providing an opportunity to explain and persuade customers. These contacts create opportunities for staff to sell their bank image to customers as well as avenue to offend them. Customer relationship in the banking sector at least in terms of service delivery should follow basic norms and ethnic.
INVESTIGATE THE EFFECT OF CUSTOMER RELATIONSHIP OF ORGANISATIONAL PERFORMANCE OF UNITED BANK FOR AFRICA UBA CALABAR CROSS RIVER STATE.
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