MPACT OF STAFF-CUSTOMER RELATIONS IN ORGANIZATIONAL BEHAVIOUR, SPECIFICALLY WITHIN THE CONTEXT OF BANKING INDUSTRY: A CASE STUDY OF JAIZ BANK PLC, YOLA BUSINESS BRANCH

ABSTRACT This study investigates the impact of staff-customer relations on organizational behavior within the context of the banking industry, with a specific focus on JAIZ Bank plc Yola branch. The study adopts a mixed methods approach, combining quantitative and qualitative data collection methods. The findings reveal that staff-customer relations have a significant impact on organizational behavior within JAIZ Bank plc Yola branch. Positive staff-customer relations lead to increased customer satisfaction, loyalty, and trust. This, in turn, leads to improved organizational performance, increased profitability, and a positive work environment. The study also identifies several challenges faced by JAIZ Bank plc Yola branch in maintaining effective staff-customer relations. These challenges include lack of training, poor communication, and inadequate resources. The study concludes by providing a number of recommendations to JAIZ Bank plc Yola branch on how to improve staff-customer relations and, consequently, organizational behavior. These recommendations include providing staff with adequate training, improving communication channels, and increasing resources. The study contributes to the existing body of knowledge on staff-customer relations and organizational behavior within the banking industry. It also provides practical recommendations that can be used by banks to improve their staff-customer relations and, ultimately, their organizational performance.