TABLE OF CONTENTS
CHAPTER TITLE PAGE
Fly Leaf
Title Page – – – – – – – i
Certification – – – – – – ii
Dedication – – – – – – – iii
Acknowledgements – – – – – iv-v
Table of Contents – – – – – – vi-viii
List of Tables – – – – – – ix
List of Appendices – – – – – – x
Abstract – – – – – – – xi
1.0 INTRODUCTION – – – – – 1
- Background of the Study – – – – – 1-3
- Statement of the Problem – – – – – 4-5
- Objectives of the Study – – – – – 5-6
- Research Questions – – – – – 6
- Significance of the Study – – – – – 7
- Scope of the Study – – – – – – 7
- Limitations of the Study – – – – – 7-8
- Definition of Terms – – – – – 8-9
2.0 REVIEW OF RELATED LITERATURE – – 10
2.1 Customer Relation Concept – – – – 10-14
2.2 The Concept of Public Relations in Customers Relations -14-15
2.3 Customers Satisfaction, Loyalty and Business Performance-15-17
2.4 Prospect of Customers Relations – – – 17-19
2.5 Origin of Customer Relation Practice – – – 19-20
2.6 Historical Background of First Bank of Nigeria Plc – 20-22
2.7 Theoretical Framework – – – – – 22
2.7.1 Persuasive Theory – – – – – – 23
2.7.2 System Theory – – – – – – 23-25
2.8 Review of Study – – – – – – 25-27
3.0 RESEARCH MOTHOLOGY – – – – 28
3.1 Research Design – – – – – – 28
3.2 Population of the Study – – – – – 28
3.3 Sample and Sampling Procedure – – – 28-29
3.4 Instrument for Data Collection – – – – 29
3.5 Validity and Reliability of Research Instrument – 29
3.6 Method of Data Presentation and Analysis – – 30
4.0 DATA PRESENTATION, ANALYSIS AND
DISCUSSION OF FINDINGS – – – 31
4.1 Data Presentation – – – – – 31-40
4.2 Discussion of Findings – – – – – 41-43
5.0 SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.1 Summary – – – – – – – 44
5.2 Conclusion – – – – – – – 44-45
5.3 Recommendations – – – – – 45
References
Appendices
ABSTRACT
This study was designed to ascertain “Customer Relations Practice and Patronage of Banks”, A study of First Bank of Nigeria Uyo. The population of the Study was 4,925. However through cluster and simple random 365 was arrived at as the sample size. To achieve the objectives of the study, the survey method was used as a research design while the measuring instrument was the questionnaires which contained 11 questions and were administered to customers of First Bank of Nigeria, Uyo. The study revealed that customer relations prompt attention to customers, which enhances patronage. The study recommended that customer relations officers in First Bank of Nigeria, Uyo should keep on its policy of prompt attention to customers so as to maintain and enhance patronage. They should maintain friendly relations with customers.
CHAPTER ONE
INTRODUCTION
- Background of the Study
Communication is acknowledged all over the world as the most distinctive factor for human interaction. Over the years it has become needful for organization to relate with customers. Hitherto internet era in the world, customers largely selected their banks based on how convenient locale of the branch was to their homes or offices with the advent of new technologies in the business of banking, such as internet banking, mobile banking and Automated Teller Machines (ATM), customers can now freely choose any bank for their transactions.
The fundamental purpose of customer relations practice is to establish the flow of mutual understanding based on trust, knowledge and full information between an organization and its customers.
Customer relations practice in all ramifications of human life is very vital and can only be successful if the ground work is properly done and its highest standard are maintained.
Customer relations starts from good manners of approach of an organization to other advanced forms of customers; relations. “There is an adage that says good word brings kola from the pocket, while bad words bring machete”. A company or organization that relates well with the customers will enjoy good patronage from its customers and its customers will speak well of the company or organization where by other listeners are encouraged to be customers as well. Customer relation practice is an effective means of gaining and retaining customers. According to Ogunsanya, (1991) many organizations are becoming more successful as a result of the implementation of strategic customers relations practices. A successful business enterprise or an unsuccessful one makes the difference between good public or customers’ relations practice and poor approach.