The Impact Of Staff Customer Relationship On Organizational Image
[A CASE STUDY OF UNITED BANK FOR AFRICA PLC]

1.4 RESEARCH QUESTIONS  

The research questions are formulated.  

a) What are the major area of difference between the principle norms and ethics in the actual practice of the staff?

b) Is there any problem experience during staff customer contractor or transactions?

c) To what extent had these problems militated against the effective actualization of the bank staff- customer relationship?

d) It there any avenue or methods of improvement to the identified problem.  

1.5 RESEARCH HYPOTHESIS 

Based on the problem statement the researcher proceeds to formulate the following hypothesis, which will be tested in the course of the study

Problems of poor counter services do not exist management is the banks low performance management is not the cause of the banks low performance.    

1.6 SIGNIFICANCE OF STUDY

It has been said that the ultimate aim of any organizaiton is to obtain success by way of achieving its objectives in view of the above statement there is need for organization growth and order in our commercial banks especially (UBA LTD) which has been described as the product of the relationship between staff and customers. This contractual relationship that exists between staff and customer has some problem that at times hinder the performance of the bank staff and this research work will significantly solve these problem in properly identified and under-stood way which will go a long way towards reducing areas conflict and tension between the staff and customers.

1.7 LIMITATION OF THE STUDY

The study is about the impact of staff customer relationship on the organizational image.  United bank for Africa ltd will be studied to attain the objective if this research.

The limitations of this study mostly are as follows.

COST

Issuing and distributing of questionnaires cost money this means of transportation to UBA headquarter is exorbitant money is always needed for stationery for typing and binding the project.

TIME

A work of this nature needs time therefore more time is needed for a better insight into the work is a detailed study is to be made.   

1.8 DEFINITION OF TERM 

Bank 

Establishment for keeping money and valuable safety

Staff

Group of assistants I working together in a business or organization etc responsible to a manager or person in authority.

Customer

Any person that transacts business or is being rendered service an establishment or a time.

Relationship

Connection between one thing person idea etc and another.

Image

In an article in the (July/August 1997) issue of Harvard business review W.P marquires   defined “mage means the perception of the company by these publics. Also image in the picture of company’s audience have of it determined by all a company’s action.

REFERENCE 

Arnold John and Hope Jersey (1990) Accounting for Managerial Decision 2nd 

ed London; Prentice Hall International Ltd     

Cuttip M.S and Allen H.C (1971) Effective Relations New Jersey Prentice Hall 

Inc

Burleigh Gardner and David M. (1935) Human Relation in Industry 

Homewood Richard O. Liguin Inc 

James B. (1921) Modern Democracies New York Macmillan Company.