CUSTOMER RELATIONS PRACTICE AND PATRONAGE OF BANKS (A STUDY OF FIRST BANK OF NIGERIA, UYO)

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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

  1. Background of the Study        –        –        –        –        –        1-3
    1. Statement of the Problem –      –        –        –        –        4-5
    1. Objectives of the Study –        –        –        –        –        5-6
    1. Research Questions       –        –        –        –        –        6
    1. Significance of the Study         –        –        –        –        –        7
    1. Scope of the Study        –        –        –        –        –        –        7
    1. Limitations of the Study          –        –        –        –        –        7-8
    1. 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.