Impact of Effective Public Relations Application in Maintaining Cordial Relationship Between Staff and Customers of Ecobank, Nasarawa Branch

ABSTRACT
The study examined the impact of effective public relations application in maintaining cordial relationship between staff and customers of Ecobank, Nasarawa Branch. The objectives of this study are; to examine the role of effective public relations in maintaining cordial relationships between staff and customers at Ecobank Nasarawa branch, to identify challenges faced by staff and customers in their interactions and how public relations strategies can address these challenges, to evaluate the impact of public relations practices on customer satisfaction and loyalty at Ecobank Nasarawa branch, to determine the effectiveness of public relations in enhancing staff communication skills and customer engagement and to recommend strategies for improving public relations application to foster better relationships between staff and customers. The research design adopted for this study is survey. The study population was 150. A total of 60 sample size was used. Primary and secondary sources of data collection were used to acquire data for this study. The findings revealed that, Public Relations (PR) plays a critical role in ensuring a positive relationship between staff and customers. The study concluded that public relations is an essential tool for maintaining a harmonious relationship between staff and customers at Ecobank Nasarawa Branch. The study recommended that the bank should utilize multiple communication channels such as SMS, social media, and in-branch notifications to provide timely updates to customers, conducting periodic training sessions on customer service, public relations, and conflict resolution will enhance staff efficiency, improving banking infrastructure and ensuring system reliability will minimize delays and enhance service delivery, establishing structured feedback collection methods will help address customer concerns promptly and strengthening CSR initiatives will foster stronger community relationships and enhance the bank's reputation