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BACKGROUND OF THE STUDY
Public relations has become a potent marketing tool in modern business management in recent times. Its influence is being felt on both big and small firms with the influence of even greater expansion. It is important for management organization including tertiary institutions to understand its potential and limitations. Nwokoye (1984:212) defined public relations as the activities of co – operations, union, government or other organisations in building and marketing sound and productive relations with special public such as customers, relations employees or stock holders and with public at large so as to adopt itself to its environment and interpret itself to the society.
Bush and Houston (1995:200) noted that public relations is management functions which evaluate public attitude, identifies policies and procedures of an individuals or an organisations with the public interest and execute a programme of action to earn public understanding and acceptance.
Chukwu (2000:3 – 4) stated that public relations practice is a management philosophy aimed at doing everything possible to create good relationship between one organization and its publics.
Public Relations is aimed at making friends for the organization and building internal and external good will on the reasonable assumption that these are strongly needed for an organization to remain in business and make profit with the increase in the activities of an organization. The need for an adequate communication between the organization and those who in one way or the other are affected by these activities of the organization becomes more imperative. An organization while wanting to remain liable, need to have good relations with its employees, consumers of its products and services, future investors, stock – holders and infact that is the general public. As an organization specialized in manufacturing to potential customers that is up to date, forward looking concerned to produce and offer the best goods and services for the rice it charges and make sure that its customers are really satisfied. Edoga and Ani (2001:287) noted that a company should deliberately plan and execute a continuous public relations programme to develop a good relation between it and that various publics, amongst sought with public relations. Stressing the position of public relations in the country, Olakunori (1999:194) noted that most officials occupying the public relations of various organizations in the country today are not professionals; they generally have a fair knowledge of what they are supposed to do. Enugu State University of Science and Technology (ESUT) as an institution or organization has the students, members of its staff, parents- teachers association, the management, the host society, the state and the federal government, Nigerian Universities commission (NUC) etc. as its relevant publics. This implies that the activities performed by ESUT in one way or the other affect those aforementioned various public. Therefore, in order to maintain its public relations with those bodies, ESUT must at all time try to create a rapport and understanding or goodwill with all those bodies. This it will do through proper information circulation between itself and those various relevant publics to it. This can be done by allowing the free flows of information, paying of salaries as and when due to its staff, engaging in proper and standard academic work, abiding by the rules and regulations of NUC in the performance of its activities.
Manufacturers and producers of goods and service are now aware that public relations does not only ensure good relations with the public but can strive towards profit making through increased customers patronage. It is in the light of the importance attached to public relations that the researcher seeks to appraise the effectiveness of public relations in service industries in Enugu State University of Science and Technology (ESUT) as a case study.
This project work is on the impact of information technology in the banking industry. And all States Trust Bank will be chosen as a case study.
In doing this, both primary and secondary data were collected to solve the research problem. The population of the study comprises of the personal of all state trust bank and the customers that patronize their services.
The research instrument used for data collection were questionnaire and oral interviews. Tables, frequencies and percentages were used in presenting and analyzing the data collected. The chi – square statistics was used at 5% level of significance to test the various hypothesis.
From the data analysis, the researcher came up with the following findings:
- That the customer are not satisfied with the level of information technology of the Bank
- Also that high cost of information and lack of funds are some of the major set backs of the company that hinder the efficient rate of the bank’s information technology.
- Then based on the findings above the researcher recommended the following that the bank should:
- Improve the information technology to help them enhance efficiency of the services and satisfy their customers
- That the bank should continue to source for information that would help them satisfy their customers.
- The problem of funds and high cost of information should be taken care of by releasing fund which will be used to improve the quality of information technology of the bank.
The conclusion of this study is that information technology of all states trust bank has a vital role to play in enhancing the efficiency of the services provided by the company.
TABLE OF CONTENTS
- Background of the study
- Statement of problem
- Objective of the study
- Research question
- Significance of the study
- Scope of the study
- Limitations of the study
- Definition of terms
2.0 REVIEW OF RELATED LITERATURE
- Brief history about information technology
- Banking environment in Nigeria
- Application of information system applied in banking industry
- Types of information system allied in banking industry
- The impact of information technology
- Organizational profile
3.0 RESEARCH METHODOLOGY
- Sources of data
- Population of study
- Sample of six determination
- Sampling technique
- Method of data treatment
- Research instrument used
- Questionnaire distribution
4.0 Data presentation, analysis and interpretation
- Data presentation and interpretation
5.0 SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION
- Summary of findings
1.1 BACKGROUND OF THE STUDY:
The world is a global village. It is due to the global state of the world that bedsore became such an organic economic activity armed at producing goods and services.
In this light of this organic nature of business, it constantly changes with improvement is science and technology. Business men and women have seen the need to also change their mode of carrying out business activities in order to keep abreast with the current practice and to effectively face the constant and new challenges experienced or the business.
This growing expectation challenges prompt the business community into evolving means to smoothen the performance of business. There are number challenges of business. These challenges are characterized by the constant changes in trade of customer as well as the competition in the business circle by other competitors all towards achieving or controlling the patronage of the majority of the customer in the entire industry.
According to Nwukw (1998) an article written on 29th September, which says that many bank in the past has strive to improve their counter services and reduce to the minimum, the waiting time for such service by employing more staff to cope with increasing number of customers.
But this did not yield much result with the advert of information technology banks, like all state bank head office has been able to automate some aspect, if not all their operation and this has resulted to lower cost in terms of paid salaries to staff and wasting of customer. With the help of information technology in the all state bank, according to information systems, the decision making proves, loans and credit evaluations and other banking services have been very efficient. The all states bank head office having realized the existence in the competitive economy depends on the level of information technology adopt it protectively. That the range of information technology adopted by all states bank must be determined by the peculiarity of its customer.
Thus, to compete favorable and effectively in the work of today’s complex business environment, the business has to keep itself abreast with the dynamic changes and also adopt new methods currently practiced all over the world, i.e by most success and business. To this end this research world is set to study and research on “using management information system (MIS) to improve customers service and growth in the banking industry.