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EFFECTIVENESS OF HUMAN RELATIONS IN THE BANKING INDUSTRY
`TABLE OF CONTENTS
Title Page
Declaration
Approval Page
Acknowledgement
Abstract
Table of Content
CHAPTER ONE
Introduction
1.1 Background
of the Study
1.2 Statement of the
Study
1.3 Objective of the
Study
1.4 Statement of the
Hypothesis
1.5 Significance of
the Study
1.6 Scope and
Limitation of the Study
1.7 Definition of
Terms
1.8 Historical
Background of the Study
CHAPTER TWO
Literature Review
2.1 Concept and
Development of Human Relations
2.2 Hainthorne Studies
and Human Relations
2.2.1 The Illumination
2.2.2 The Relay Assembly
Test Room
2.2.3 The Interview
Programme
2.2.4 The Bank Wiring
Observation Room
2.2.5 The Final Stage
2.3 The Importance of
the Hainthorne Experiment (Human relation)
2.4 The Effect of
Human Relation to Management
2.5 Human Relation in
Banking Industry
2.5.1 Dimension of Human
Relation in Banking Industry
2.5.2 Qualities of Good
Human Relation Practice in Banking Industry
2.5.3 Principles of Good
human Relation in Banking Industry
2.6 Limitations of
Human Relations
CHAPTER THREE
3.1
Research Design
3.2
Research
Population
3.3
Sample Size and
Sampling Technique
3.4
Method of
Gathering Data
3.5
Justification
of Methods Used
3.6
Methods of Data
analysis
3.7
Justification
of Instrument Used
CHAPTER FOUR
4.1
Data
Presentation
4.2
Data Analysis
4.3
Test of
Hypothesis
CHAPTER FIVE
5.1
Summary of
Findings
5.2
Conclusion
5.3
Recommendation
References
Appendices
CHAPTER
ONE
1.1
Introduction
Human Resource is a
management approach that is aimed at understanding how psychological and social
process interacts with the work situation to influence performance. Human
relations are the first major approach to emphasize information work
relationship and work satisfaction.
As global
workplace becomes a reality, companies, both large and small require human
resource. The oppressive nature or informal, email and mobile phone now ensures
that a manager is continually fed with information. However, these are still no
more than supporting tools in business life, helping to maintain good
relationship created at more personal level. The reality is that successful
businesses in the 21st Century are still built around relationship
founded on face to face meeting with customers, suppliers and employees.
For many, it is
when they look at faces, before they know whether they should sign a deal,
promote or take decision.
An organization is
said to be a social system, where there is an interpersonal or inter-group,
interaction aimed at increasing effectiveness at attaining organizational
goals. Though these interactions may involve personal affairs, to a large
extent, the interaction is related to the role expectations in group or in
position occupied by sole occupant.
1.2 Background of GTB
Sincerely, Guaranty Trust
Bank Plc was incorporated in July 1990, as a private limited liability company,
wholly owned by Nigerian individuals and institutions. The bank was licensed as
a commercial bank in August of the same year and commenced operations in
February, 1991.
In September 1996,
Guaranty Trust bank became a public quoted company, winning the prestigious
president’s award in its first year on the stock exchange, and again in the
year 2000. and 2003. Guaranty Trust Bank Plc held its public offer in 2001.
This was over subscribed by 1.17% and is a testimony to the Bank’s viability as
a profitable investment.
The Bank has over the years been committed to
awarding excellent cash returns on shareholder investment, remaining one of the
existing institutions in Nigeria
that pays both interim and final divided each financial year.
Guaranty Trust
Bank Plc obtained a Universal banking license in February 2002. The Bank’s
reputation as an excellent financial service provider and its financial
capacity to meet obligations as and when they fall due has led to a consistent
appreciation of its risk asset rating. This currently stands at Tripple A, the
highest rating on the Agusto & Co. Limited rating scale.
The Bank is today
recognized as one of the most professional and profitably run banks in Nigeria
Guaranty Trust bank started based on three
fundamental aspirations:
-
Exceptional customer service
-
Excellence and superior financial returns
-
Creating role model for society.
Values
-
Learning organization
-
Professionalism and service excellence
-
Commitment to excellence financial returns
-
Unique culture
Other Subsidiaries
1. Guaranty Trust
Bank Gambia Ltd with 78% shareholding
2. Guaranty Trust
Bank Sierra Leone Ltd with 87% shareholding
3. Guaranty Trust
Bank Ghana Ltd with 78% shareholding
4. Guaranty Trust
Assurance with 94% shareholding
5. GTB Register Ltd
with 99% shareholding.
Ownership Structure
The shareholding structure of GTBank is spread
amongst a group of corporate and individual investors who possess complimentary
strength totally committed to the long term corporate vision of the bank to
become a role model in the banking industries, such as one of Nigeria’s largest
and most profitable bank and as a well respected west African (WA) financial
service player.
Shareholders fund
of N39 billion ($300 million) and market capitalization in excess of N149
billion ($1.17 billion) balance sheet size N493 billion ($ 3.79 billion).
Operating Structure
GTBank has over 100 business locations in Nigeria with 6
regions across the country, namely.
-
North
West
-
South West
-
South East
-
North East
-
Abuja
North Central
-
Lagos
Each region is headed by a Regional Manager who act
as the CEO of the region.
Banking Services
GTBank provides a full range banking services,
which include personal and corporate savings, account fund transfer, foreign
exchange services, loans and advances, treasury functions and deposit, issuance
of advance payment services, guarantees and performance bonds, collection
services and correspondent banking services. The bank is fully equipped with
latest technology in all its branches and it operates online services.
2.3 Statement of the
Problem
The choice of this topic
“Human Relation as a Tool for Effective Management in the Banking Industry” is
to look at the organization and its management perspective in terms of Human
Relations.
Basically, human
resource had gained a permanent role within the organization; it is important
to note that unless the management of the organization support human relations,
the success of the organization (Banking industry) may just be a façade.
This research work
will therefore address the following problems:
(a) How effective is
the Human Relation System in the banking industry?
(b) How motivated are
the employees through social interactions?
(c) How effective is
communication in the banking industry?
(d) Does psychological
factors influence performance?
These and other related
problems are what I intend to critically look into; it is also important to
state here that one of the fundamental problems of employees poor productivity
is lack of good human relation in firms today and it is still handled at a every
level in most organization.
However,
opportunities still holds firms to change this situation, which would be looked
at with the aim of laying or carryingout this research work.
2.4 Aims and Objectives
This study is intended to address myriads of
objectives which include:
ii.
To find out how human relations has improved the
level of standard of performance.
iii.
To find out how human relations has assisted in
achieving effectiveness in management.
iv.
To discover, the effect of supervision and or
group performance of management.
v.
To make concrete, advice or suggest on how human
relation can be used for effective banking industry.
vi.
And to promote a reference point where future
researchers or students can draw inspiration for their intellectual
nourishment.
2.5 Statement of
Hypothesis
Ho:
Human Relation does not serve as a tool for effective management in banking
industry.
HI:
Human
Relation serve as a tool for effective management in banking industry.
2.6 Significance of
the Study
The significance of the study are clearly stated
below:
1. The study will
help Guaranty Trust Bank (GTB) and possibly other banks in the banking industry
to improve or implement Human Relation policy inside to control problems faced
from such a cause.
2. Human Relations
can also enlighten workers (Industrial and groups) about the concept of human
relations and its implications to management effectiveness.
3. The study will
reveal the relationship between human relation and productivity as it relates
to organisation’s growth and survival.
4. The study will
help identify benefits accrued to the Banking industry in the area of human
relation and effective management.
The
significance of this study cannot be over-emphasised as the adoption of this
new approach to firms advancement can improve employees performance, productivity,
efficiency and effectiveness and employees attitude toward work and gaining a
highly competitive advantage over other equally competitive and commercially
oriented firms.
1.7 Scope and
Limitation of the Study
This study is centered on
Human Relation in Banking industry with a case study of Guaranty Trust Bank
(GTB) Kaduna .
The study circumscribe around Human Relations and how it can be used as a tool
for effective management, the study is under a lot of constraints.
The time for the
study is quite long, but due to academic demand like preparation for tests,
assignments, and paper presentations took a lot of time for one to go out and
source for information.
Financial
constraint was another major limitation, which made it uneasy for the materials
to be readily available at the appropriate time.
The restrictions
of Guaranty Trust Bank made it almost impossible to obtain details about the
organization.
1.8 Definition of
Terms
Organization – Can be regarded as
a framework for getting things done. It consist of units, function, decisions,
departments and formally constituted work teams into which activities related
to particular processes, projects, products, customers or professional
discipline are grouped together (Micheal Armstrong 2008).
Attitudes – An attitude can
broadly be defined as a settled mode of thinking. Attitudes are evaluative. As
described by Malain et’al (1996).
Organizational
behaviour – This
is concerned with how people within organizations act, individually or in
groups, and how organizations function, interms of their structure and
processes by Nadler and Tushman (1980).
Grapevine – Refers to the
informal and unofficial channels of communication in an organization by Cole
(2005).
Value – Values are
believes in what is best or good for the organization and what should or ought
to happen.
Norms – Norms are written
rates or behaviour, the rates of the game that provide informal guidelines on
how to behave.
Group – A group is
basically a collection of individuals, contributing to some common aim under
the direction of a leader, and who share a sense of common identity.
Formal group – Formal groups are
set up by the management of an organization to undertake duties in the pursuit
of organization goals. Cole (2005).
Informal group – Informal groups or
organizations are those groupings, which employees themselves have developed in
accordance with their own need.
Management – Management is a
operational process initially best dissected by analyzing the managerial
functions. The five essential management functions are: Planning, organizing,
staffing, directing and leading, and coordinating. Koontz and O’Donnell (1984).
Human Relations – Is a classical
management approach that attempt to understand and explain how psychological
and social process interact with formal aspect of the work situation to
influence performance (Encyclopedia Management 2005).
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