Workplace Interpersonal Relationship and Customer Satisfaction in Deposit Money Banks in Port- Harcourt

Abstract

The purpose of this study is to examine the relationship between workplace interpersonal relationship and customer satisfaction in commercial banks in Port -Harcourt. The study population comprises of four hundred and sixty (460) staff of the ( 19) quoted money deposit banks in Port Harcourt, Rivers State; and the sample size for the study was two hundred and ten (210) employees of the bank which was determined using the Krejice and Morgan (1970) table. Furthermore, two hundred and ten (210) copies of structured questionnaire were administered to the staff of the banks at their respective branches while one hundred and ninety four (194) were retrieved, cleaned and used for the study. The multiple linear regressions were used to ascertain the dimension of Workplace Interpersonal Relationship with the most predictive influence on customer satisfaction. The result of the analysis revealed that Workplace Interpersonal Relationship significantly influenced customer satisfaction in money deposit banks in Port –Harcourt. The study further discovered that amongst the dimensions of Workplace Interpersonal Relationship used in this study that Team Building and Relational Justice were found to be the most significant predictors of customer satisfaction in money deposit banks in Port Harcourt. Hence, the researchers concluded that Workplace Interpersonal Relationship significantly affect customer satisfaction and therefore recommended that the management of deposit money banks in Port-Harcourt should increase their team building and relational justice strategies in other to enhance their level of customer satisfaction.