THE IMPACT OF HUMAN RELATIONS IN THE BANKING INDUSTRY
Agbadua Bamidele Oyakhiromhe Ph.D and Obainoke Felix Eromosele, Ph.D
Volume 11 Issue 1
Abstract
This study investigated the impact of human relations in the banking industry with emphasis on determining the extent to which employee-employee relationship; employee-customer relationship, employee-management relationship, and customer-banker relationship have affected the profit level of selected deposit money banks in Owerri, Imo State, Nigeria. The selected banks were First Bank of Nigeria (FBN) Limited, United Bank for Africa (UBA) Plc., Guarantee Trust Bank (GTB) Plc., Access Bank Plc, and Zenith Bank Plc. The population of the study was 531 while the sample size was 250, comprising of 50 staff per bank. The major research instrument was questionnaire. Pearson Product Moment Correlation technique was the main manipulative statistical analytical technique adopted while hypotheses were tested using t-test at 5% level of significance. Results revealed that employee-employee relationship, employee-customer relationship, employee-management relationship, and customer-banker relationship have strong and significant correlation with the profit level of banks. On this backdrop, it was concluded that human relations has a significant impact on the performance of the Nigerian banking industry. Hence, the welfare of employees should rank top amongst the goals of banks in this current dispensation that is characterized by high level competition in the banking industry. This is because bank staff is the face of the bank and they are the first port of call of customers, whenever they visit any bank. Keywords: Customer-Banker Relationship, Employee-Customer Relationship, Employee-Employee Relationship, Employee-Management Relationship, Human Relations, Banking Industry
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