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THE IMPACT OF
STAFF-CUSTOMER RELATIONSHIP ON ORGANIZATIONAL IMAGE (A CASE STUDY OF GTB
ABSTRACT
This work discusses the impact of staff-customer
relationship on organizational image (A case study of GTB). A hundred and twenty questionnaires were
distributed among customers, staff and managers from selected GTB branches in
Nigeria. Interviews and surveys were also conducted.
Primary and secondary data were used in the
analysis. Tables and percentages were used as the instrument of analysis.
Based on the topic, 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 GTB should employ an
experienced and educated public relations officer who will control the affairs
of the staff and the public.
Also they should computerize their entire department
and train staff etc.
TABLE OF CONTENT:
CHAPTER
ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Research Problem
1.3 Objectives of the Study
1.4 Significance of the Study
1.5 Research Questions
1.6 Research Hypothesis
1.7 Conceptual and Operational
Definition
1.8 Assumptions
1.9 Limitations of the Study
CHAPTER
TWO
LITERATURE
REVIEW
2.1 Sources of Literature
2.2 The Review
2.3 Summary of Literature Review
CHAPTER
THREE
RESEARCH
METHODOLOGY
3.1 Research Method
3.2 Research Design
3.3 Research Sample
3.4 Measuring Instrument
3.5 Data Collection
3.6 Data Analysis
3.7 Expected Result
CHAPTER FOUR
DATA
ANALYSIS AND RESULTS
4.1 Data Analysis
4.2 Results
4.3 Discussion
CHAPTER FIVE
SUMMARY AND RECOMMENDATIONS
5.1 Summary
5.2 Recommendations for Further Study
Bibliography
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