Assssement of Public Relations

CHAPTER THREE
DATA PRESENTATION, ANALYSIS AND INTERPRETATION

This chapter is dedicated to data presentation, analysis and interpretation of the study based on
the data gathered from the respondents customers, employees and Interview with the PR
manager.
The primary data used for the research study was collected from two categories of respondents.
The first category is addressed by interviewing the PR manager of the bank whereas the second
categories which are the customers and employees of the bank were addressed by distributing
questionnaires.
All the data were collected through questionnaires containing close and open ended questions
and through interviewing the PR manager. 200 copies of questions were distributed for
customers and 165 customers cooperated in filling out the questions while the rest 35 questions
were not properly filled. And referring the rates of return for questionnaire are 165 (83%)
whereas with the employees 150 questionnaires were distributed and 145 of the employees
properly filled and returned the questionnaires. Also referring the rates of return for
questionnaires are 145 (97%).
3.1
Analysis of Respondents General Characteristics

26
Table 2. General Characteristics of Respondents (employees & customers)
Item NO.
Item
1.
Gender
2.
Age
3.
Education
4.
How many
years you have
been working/
No. of years
5.
How many
times have you
taken trainings
6.
Working
institution
Description
Male
Female
Total
18-27
28-37
38-47
48-57
>58
Total
10/12 complete
Certificate
Diploma
1stdegree
>1st degree
Total
Below 5yrs
6-10yrs
11-15yrs
16-20yrs
>20yrs
Total
None
1 times
2 times
5 times
10 times
>10 times
Total
Governmental
Nongovernmental
Total
27
Employees
Frequency Percentage
(%)
115
80.0
30
20.0
145
100
54
37
91
63
145
100
6
6.0
139
94.0
145
100
86
59.0
55
38.0
4
3.0
145
100
41
28.0
39
27.0
58
40.0
7
5.0
145
100.0
-
Customers
Frequency Percentage
(%)
106
64.0
59
36.0
165
100.0
68
41.0
24
15.0
66
40.0
7
4.0
165
100.0
7
4.0
68
41.0
83
51.0
7
4.0
165
100.0
120
73.0
39
24.0
6
3.0
165
100.0
39
24.0
126
76.0
165
100.0
As it is illustrated in the above table item 1, out of 145 respondents 115 (80 %) found to be males
and the rest 30 (20 %) of them are found to be females. This implies to the student researcher
that from the specific sample that was taken males acquire most of the employment position. At
the same time the customer respondents are, item number 1 out of 165 respondents 106 (64 %)
found to be males and the rest 59 (36 %) of them are found to be females. This implies to the
student researcher that meals are the dominant customers of the Bank based only the sample size
taken.
As it is illustrated in the above table item 2, out of 145 respondents 54 (37 %) found to be in the
age between 18-27 and the rest 91 (63 %) of them are found to be 28-37 of age. This implies to
the student researcher that the majority of employees are found in the age group of 28-37. Item
number 2 which is presented in the same table shows that 68 (41 %) of the customers
respondents lay in the age group of 18-27, and 24 (15 %) of respondents are between the age of
28-37 this tells the student researcher that more than half of the Banks customer are youngsters,
the 66 (40%) age group are between 33-47 the rest 7 (4 %) of the respondents are between 48-57.
Regarding the educational background on item 3 from the total of 145 respondents 6 (4 %)
respondents have diploma, 139 (96 %) are first degree holders. This implies that more than 50 %
of respondents are expected to be eligible to discuss about the PR practice of the bank. When we
see the educational background from the total of 165 respondents 7 (4%) are 10/12 complete, 68
(41 %) respondents have diploma, 83 (51 %) are first degree holders, 7 (4 %) have more than
first degree. This implies that more than 50 % of respondents are expected to have some
understanding about the image of their service provider (the bank).
As it is shown in the above table in item number 4, out of 145 respondents 86 (59 %) have been
working in the bank for less than 5 years, 55 (38 %) have worked in the bank for 6-10 years, and
the rest 4 (3 %) of them are worked in the bank for 11-15 years. This implies to the student
researcher that the majority of employees are expected to know the bank well. Coming to the
workplace part of the customers on the above table item 4, 39 (24 %) are from governmental
institutions; whereas 126 (76 %) are from the non-governmental institutions out of the 165
respondents. This shows that 76% of the respondents are from private institutions.
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Coming to the training part of the above table item 5, 41 (28 %) of the employees responded that
they did not take training, 39 (27 %) responded that they have taken training once, 58 (40 %) of
the respondents took a training for 2 times and 7 (5%) of the respondents took training for 5
times from the total of 145 respondents. This shows that most of the employees took training at
least once. In the last item of the table which tells for how long the respondents have been
customers of the Bank, 120 (73 %) were customers for 5 years, 39(24 %) were customers from
6-10 years, and 6 (3 %) were customers from 11-15 years. This data shows that almost all of the
respondents have 5yrs and above experience being customer of the bank which indicates the
student researcher that they are fit to discuss about the PR practice of the Bank.
3.2
Analysis of Major Findings
For mean and SD 1 is maximum and 5 is minimum

160
140
120
100
80
60
40
20
0
81
45 31.0
145
100.0
56.0
19 13.0
Very high
High
Neutral
Total
Bank's Image
Key: series1 Frequency

: series 2 Percentage
Figure 3. Banks image in the eyes of its employees.

As it is shown in the above graph chart, out of 145 respondents 45 (31 %) responded very high,
81 (56 %) responded high, and the rest 19 (13 %) of them responded neutral in the regard of the
29
banks image. This implies that the bank has high image in the eyes of employees. The mean
value which is 1.82 approaches to 2 which is a positive output indicating that there are
respondents which say the Banks image is good and also some who are not sure of the image of
the Banks image. Furthermore, the SD is 0.642.This implies that there is inconsistence among
respondents.
Table 3. Issues related with Banks Information Provision
Item No.
Item
Scale
1. Effectiveness of the Very High
banks information High
center in providing Neutral
Low
timely information?
Very Low
Total
2 How do you rate the Very High
High
information
provided by the Neutral
Low
bank?
Very Low
Total
knowledge of the High
employees at the Neutral
Low
information desk?
Very Low
Total
willingness of the High
employees at the Neutral
information desk to Low
Very Low
provide
Total
information?
NO. of Respondents
12
46
28
53
6
145
14
30
74
31
16
165
40
48
77
165
23
60
52
30
-
Percentage (%)
8.0
32.0
19.0
37.0
4.0
100.0
8.0
18.0
45.0
19.0
10.0
100.0
24.0
29.0
47.0
100.0
14.0
36.0
32.0
18.0
-
165
100.0
As it is depicted in the above table on item 1, out of 145 respondents 12 (8 %) replied very high,
46 (32 %) high, 28 (19 %) neutral, 53 (37 %) low and the rest 6 (4 %) of them responded very
low. On item 2, 14(8 %) responded very high, 30 (18 %) high, 74 (45 %) neutral, 31 (19 %) said
low and 16 (10%) respond very low. On item 3, 40 (24 %) responded high and 48 (29 %) replied
neutral, while 77 (47 %) responded low. On item 4, 23 (14 %) of respondents said very high, 60
30
(36 %) high, 52 (32 %) neutral, and 30 (18 %) replied. This implies, from both employees and
customers responses the student researcher believes that, even though the information center
tries to be effective and the employees are willing to provide information they sill they dont
develop their knowledge level.
For item 1, the mean value which is 2.97 approaches to 3 and the SD is 1.089 indicating that
there are respondents which say the Banks information center is effective and also some who are
not sure of the effectiveness of the Banks information center as well as those who claimed that
the Bank is not effective. So, one can conclude from this that there is inconsistence among
employees about the effectiveness of the Bank information center. In addition to this the SD is
1.089 this implies that the response of the customers is inconsistent or more deviated from the
response of the average customers.
For item 2,the mean value which is 3.03 approaches to 3 indicating that there are respondents
which say the Bank provides them information and also some who are not sure if it provides
them information as well as those who claimed that the Bank does not provide information to its
customers. So, one can conclude from this that there is inconsistence among customers on
whether the Bank provides them information or not. In addition to this the SD is 1.050.
For item 3, the mean value which is 3.51 approaches to 4 indicating that there are respondents
which say the Banks employees have enough knowledge and also some who are not sure if they
have knowledge as well as those who claimed that the employees at the information center dont
have plenty of knowledge. So, one can conclude from this that there is inconsistence among
customers on whether the Banks employees at the information desk have plenty of knowledge.
In addition to this the SD is 0.989 this implies that the response of the customers is inconsistent
or more deviated from the response of the average customers. For item 4, the mean value which
is 2.54 approaches to 3 indicating that there are respondents which say the Banks employees are
willing to provide information and also some who are not sure if the employees have willingness
as well as those who claimed that the Banks employees dont have willingness. So, one can
conclude from this that there is inconsistence among customers on whether the Banks
employees have willingness or not. In addition to this the SD is 0.947 this implies that the
response of the customers is inconsistent or more deviated from the response of the average
customers.
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Table 4. Issues related with the Banks effort to create good image
Item NO.
Item
Scale
1. The effort of the bank Very High
in order to create a High
favorable image in Neutral
the minds of its Low
Very Low
customers?
Total
relationship the bank High
Neutral
has with you?
Low
Very Low
Total
3 How do you rate your Very High
attitude towards the High
Neutral
banks image?
Low
Very Low
Total
NO. of Respondents
40
53
35
11
6
145
30
53
68
14
165
14
75
68
8
165
Percentage (%)
27.0
37.0
24.0
8.0
4.0
100.0
18.0
32.0
41.0
9.0
100.0
9.0
45.0
41.0
5.0
100.0
As it is shown in the above table, for item 1, 40 (27 %) have responded very high, 53 (37 %)
high, 35 (24 %) neutral 11 (8 %) low and the rest 6 (4 %) of them have responded very low. For
item 2, 30 (18 %) of the respondents said very high, 53 (32 %) high, 14 (9 %), low and 68 (41 %)
of the respondents said neutral. For item 3, 14 (9 %) of respondents said very high, 75 (45 %)
high, 68 (41 %) neutral, and 8 (5 %) replied low. This implies, in all the above three items both
the customers and employees believe that the Bank exerts effort in enhancing its image as well as
its relationship with both its public.
Item 1, the mean value which is 2.24 approaches to 2 which is a positive output indicating that
there are respondents which say the Banks effort to create good image and also some who are
not sure the effort of the Bank as well as those who claimed that the Bank does not make any
effort. So, one can conclude from this that there is inconsistence among employees about the
effort of the Bank to create good image. In addition to this the SD is 1.069 this implies that the
customers.
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Item 2, The mean value which is 2.4 approaches to 2 indicating that the majority respondents
which say the Bank has good relationship with its customers and also some who are not sure if it
has a good relation as well as those who claimed that the Bank does not have a good relationship
with its customers. So, one can conclude from this that there is inconsistence among customers
on whether the Bank has good relation with its customers or not. In addition to this the SD is
Item 3, The mean value which is 2.42 approaches to 2 indicating that there are respondents
which say have a good attitude towards the Banks image and also some who are not sure about
the attitude they have towards the Banks image as well as those who claimed that they have
negative attitude towards the Banks image. So, one can conclude from this that there is
inconsistence among customers on their attitude towards the Banks image. In addition to this the
SD is 0.717 this implies that the response of the customers is inconsistent or more deviated from
the response of the average customers.
Table 5. Issues related with banks capacity to accept complaints and give feedbacks.
Item NO.
Item
Scale
1. The Frequency of Very High
getting
of
getting High
complaints regarding Neutral
Low
the PR practice.
Very Low
Total
2 The Banks ability to Very High
accept
customers High
complaints
and Neutral
Low
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NO. of Respondents
40
53
35
11
6
145
8
54
73
24
Percentage (%)
27.0
37.0
24.0
8.0
4.0
100.0
5
33.0
44.0
15.0
suggestions.
Very Low
Total
3 The Banks capacity to Very High
High
give feedback.
Neutral
Low
Very Low
Total
Banks method to High
respond to complaints? Neutral
Low
Very Low
Total
6
165
14
37
83
23
8
165
7
30
53
30
45
165
3
100.0
8.0
22.0
51.0
14.0
5
100.0
5.0
18.0
32.0
18.0
27.0
100.0
Item 1, 12 (8 %) responded high, 46 (32 %) low, 6 (4 %) very low and 81 (56%) neutral. Item 2,
8 (5 %) responded very high, 54 (33 %), high, 24 (15 %) very low, 6 (3 %) responded low and 73
(44%) said neutral. Item 3, 14 (8 %) very high, 37 (22 %) high, 83 (51 %) was neutral, 23 (14 %)
low and 8 (5%) said very low. Item 4, 7 (5 %) responded very high, 30 (18%) high, 53 (32 %)
neutral, 30 (18 %) low and 45(27%) very low.
The above analysis indicates that, the customers highly believe that even though the bank is
capable to accept complaints and suggestions, the bank is not giving feedback to the problems. In
addition employees emphasis that they get complaints.
which say the Bank frequently gets complaints and also some who are not sure of if the Bank
gets frequent complaints as well as those who claimed that the Bank does not get frequent
complaints. So, one can conclude from this that there is inconsistence among employees if the
Bank gets frequent complaints In addition to this the SD is 0.684 this implies that the response of
the customers is inconsistent or more deviated from the response of the average customers.
Item 2 The mean value which is 2.79 approaches to 3 indicating that there are respondents which
say the Bank has ability to accept complaints and suggestions and also some who are not sure
about its ability as well as those who claimed that the Bank does not have the ability to accept
complaints and suggestions . So, one can conclude from this that there is inconsistence among
customers on whether the Bank has the ability to accept complaints and suggestions from its
34
customers or not. In addition to this the SD is 0.880 this implies that the response of the
customers is inconsistent or more deviated from the response of the average customers.
Item 3 The mean value which is 3.87 approaches to 4 indicating that there are respondents which
say the Bank is prepared to give feedbacks to customers complaints and suggestions and also
some who are not sure if its prepared as well as those who claimed that the Bank is not prepared
to give complaints and suggestions. So, one can conclude from this that there is inconsistence
among customers on whether the Bank is prepared to give complaints and suggestions for its
customers. In addition to this the SD is 1.217 this implies that the response of the customers is
inconsistent or more deviated from the response of the average customers.
which say the methodologies used to give responses are good and also some who are not sure
about the methodologies as well as those who claimed that the methodologies used by the Bank
are not good. So, one can conclude from this that there is inconsistence among customers on
whether the Bank uses good methodologies to give responses or not. In addition to this the SD is
Table 6. Issues related with the Banks up dated usage of Medias
Item NO.
Item
Scale
1. The Banks up to Very High
date
usage
of High
Neutral
innovative medias?
Low
Very Low
Total
2 I have gathered Very High
updated information High
Neutral
from the website.
Low
Very Low
Total
NO. of Respondents
18
69
58
145
8
30
15
37
75
165
Percentage (%)
12.0
48.0
40.0
100.0
5.0
18.0
9.0
22.0
46.0
100.0
Item 1, 18 (12 %) responded high, 69 (48 %) neutral, 58 (40 %) low and item 2, website 8 (5 %)
respondents very high, 30 (18%) high, 15 (9 %) neutral, 37 (22 %) low, and75 (46 %) replied
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very low. This implies that, the Bank does not update its self by using up-to-date media on top of
this the Bank does not update its current media like the website as per the customers responses.
For item 1, The mean value which is 3.52 approaches to 4 indicating that there are respondents
which say the Bank does not use up-to-date media and also some who are not sure if the Bank
uses up-to-date media. So, one can conclude from this that there is inconsistence among
employees if the Bank if the Bank uses up-to-date media. In addition to this the SD is 1.285 this
implies that the response of the customers is inconsistent or more deviated from the response of
the average customers.
which say they have gathered updated information from the website and also some who are not
sure if they have gathered as well as the majority who claimed that they have not gathered
updated information from the website. So, one can conclude from this that there is inconsistence
among customers on whether they have gathered updated information. In addition to this the SD
is 1.303 this implies that the response of the customers is inconsistent or more deviated from the
Table 7. Issues related with the efficiency and standard level of the PR tools
Item NO.
Item
Scale
1. The standard level of the Very High
High
PR tools are
Neutral
Low
Very Low
Total
2 The capacity of the bank Very High
to distribute the PR tools High
Neutral
Low
Very Low
Total
3 The ability of the bank Very High
High
in updating its tools
Neutral
Low
Very Low
Total
36
NO. of Respondents
16
23
65
39
2
145
17
29
52
41
6
145
23
12
81
29
145
Percentage (%)
11.0
16.0
44.0
28.0
1.0
100.0
12.0
20.0
36.0
28.0
4.0
100.0
16.0
8.0
56.0
20.0
100.0
Item 1, 16 (11 %) very high, 23 (16 %) high, 39 (28 %) low , 38(26 %) very low and 29 (20 %)
neutral. Item 2, 17 (12 %) responded very high, 29 (20 %) high, 28 (19 %) neutral, 41(28 %) low
and 30(21%) very low. Item 3 23 (16 %) Very high, 12 (8 %) High, 77 (53%) low and 33 (23 %)
are neutral. Based on the above results one can conclude that, the Banks PR tools lack standard
and are not updated frequently as per the capacity of the Bank.
Item1, The mean value which is 4.21 approaches to 4 indicating that there are respondents
which say the Banks PR tools are standard and also some who are not sure if the tools are
standard as well as those who claimed that the Banks tools are not at a standard. So, one can
conclude from this that there is inconsistence among employees about the standard level of the
PR tools. In addition to this the SD is 0.950 this implies that the response of the customers is
Item 2, The mean value which is 4.1 approaches to 4 indicating that there are respondents which
say the Bank has capacity to distribute the PR tools and also some who are not sure of if the
Bank has the capacity as well as those of the majority claimed that the Bank does not have the
capacity to distribute its PR tools. So, one can conclude from this that there is inconsistence
among employees about the capacity of the bank to distribute its PR tools. In addition to this the
which say the Bank has ability to update its tools and also some who are not sure if the Bank has
the ability to update its tools as well as those who claimed that the Bank does not have the ability
to update its tools. So, one can conclude from this that there is inconsistence among employees
about the ability of the Bank in updating its PR tools. In addition to this the SD is 0.940 this
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Table 8. Issues related with the Banks PR practice enhancing knowhow of the public
Item NO.
1.
Item
Newsletters have
benefited me to
develop knowhow
about the banks
practice
2
The PR practice has
given me a better
knowhow about the
banks current and
future endeavors
Scale
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
NO. of Respondents
29
35
58
23
Percentage (%)
20.0
24.0
40.0
16.0
Total
145
100.0
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
8
23
14
44
76
5.0
14.0
8.0
27.0
46.0
Total
165
100.0
Item 1, 29 (20 %) agreed, 58 (40 %) disagreed, 23 (16 %) strongly disagreed and 35 (24 %) are
neutral. Item 2 8 (5 %) replied strongly agree, 23 (14 %) agreed, 14 (8 %) neutral, 44 (27 %)
disagree and the rest 76 (46 %) strongly disagreed. Looking on the above results on can conclude
that the bank is not providing both its internal and external public with its current endeavors.
Item 1, the mean value which is 3.95 approaches to 4 indicating that there are respondents which
say the PR practice provide them know how about the Banks activities and also some who are
not sure if the practice provides them knowhow and the majority who claims that the PR practice
does not provide them know how about the Banks activities. So, one can conclude from this that
there is inconsistence among customers on whether the Banks PR practice provide know how
about its activities. In addition to this the SD is 1.244 this implies that the response of the
38
say newsletters has benefited the bank with its employees and also some who are not sure of if
newsletters has benefited the Bank as well as those who claimed that the newsletters are not
helping the Bank with its employees. So, one can conclude from this that there is inconsistence
among employees whether the newsletters are benefiting the Bank or not. In addition to this the
the response of the average customers
Table 9. Issues related with the PR practice creating motivation and team spirit.
Item NO.
1.
Item
The PR practice
of the bank has
created
motivation to
work efficiently
2
The PR practice
has brought team
sprit among
different
department
Scale
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
NO. of Respondents
6
41
17
52
29
Percentage (%)
4.0
28.0
12.0
36.0
20.0
Total
145
100.0
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
6
22
46
59
12
4.0
15.0
32.0
41.0
8.0
Total
145
100.0
Item 1, 6 (4 %) responded strongly agree, 41 (28 %) agree, 17 (12%) neutral, 52 (36 %) disagree
and 29 (20 %) responded strongly disagree. Item 2, 6 (4 %) strongly agree, 22 (15 %) agree 46
(32%) neutral, 59 (41 %) disagree and 12 (8 %) strongly disagree. Based on the above result, the
majority of the employees believe that the PR practice of the bank does not generate motivation
or team sprit to them.
say PR has created motivation for a efficient work and also some who are not sure if the PR has
created motivation as well as the majority who claimed that the PR does not create motivation
for an efficient work. So, one can conclude from this that there is inconsistence among
employees whether the PR creates motivation for an efficient work or not. In addition to this the
39
say PR has brought team sprite among departments and also some who are not sure if PR has
brought team sprite as well as the majority who claimed that the PR has not brought team sprite.
So, one can conclude from this that there is inconsistence among employees whether the PR has
brought team sprite or not. In addition to this the SD is 0.973 this implies that the response of the
Table 10. Issues related with the Banks good image.
Item NO.
1.
Item
I have been
working in the
bank for the good
image it has
2
I became a
customer because
of the good
credibility of the
bank
3
I tell about the
Banks good
image to others
Scale
Strongly Agree
Agree
Neutral
Disagree
Strongly
Disagree
Total
Strongly Agree
Agree
Neutral
Disagree
Strongly
Disagree
Total
Strongly Agree
Agree
Neutral
Disagree
Strongly
Disagree
Total
NO. of Respondents
17
64
17
36
Percentage (%)
12.0
44.0
12.0
24.0
11
8.0
145
59
60
36
8
100.0
36.0
36.0
22.0
5.0
1.0
165
29
75
38
23
100.0
18.0
45.0
23.0
14.0
165
100.0
Item 1, 17 (12 %) strongly agreed, 64(44 %) agreed, 17 (12 %) was neutral, 36 (24 %) disagreed,
and 11 (8 %) strongly disagree. Item 2, 59 (36 %) strongly agreed, 60 (36 %) agreed, 36 (22 %)
responded neutral, 8 (5 %) disagreed and 2 (1%) strongly disagreed. Item 3 29 (18 %) strongly
agree, 75 (45 %) agree, 38 (23 %) neutral and the rest 23 (14 %) disagree. From the above data
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one can say that, the bank created good image about itself in the minds of its employees and
customers also tell about the banks good image for their friends and family because of its
credibility.
which say they have been working in the Bank for its good image and also some who are not
sure of if that is the reason for working there as well as those who claimed that they are not
working in Bank for its good image. So, one can conclude from this that there is inconsistence
among employees if the good image of the Bank has impact on them for working there. In
addition to this the SD is 1.181.
which say the Banks credibility has impact for them to be customers and also some who are not
sure if its credibility has an impact as well as those who claimed that the Banks credibility does
not have an impact for them to be customers. So, one can conclude from this that there is
inconsistence among customers on whether the Banks credibility has an impact on them to be
customers or not. In addition to this the SD is 0.914 this implies that the response of the
Item 3, The mean value which is 0.233 indicating that there are respondents which say would tell
to others about the good image of the Bank and also some who are not sure if they would tell as
well as those who claimed that they would not tell about the image of the Bank . So, one can
conclude from this that there is consistence among customers on whether the customers would
speak of the good image of the Bank or not. In addition to this the SD is 0.926 this implies that
the response of the customers is consistent from the response of the average customers.
41
200
150
100
50
165
83
50.0
0
Stongly agree
68
100.0
41.0
Agree
14 9.0
Neutral
Total
Confidence to deposit
key series 1 frequency

series 2 percentage
Figure 4. Customers confidence to deposit their money in the bank
In regard to customers confidence to deposit their money in the Bank 83 (50 %) and 68 (41 %)
out of the 165 respondents strongly agreed and agreed respectively that they are confident while
the rest 14 (9 %) said neutral. This implies that Bank is trustworthy among its customers. The
mean value which is 1.58 approaches to 2 indicating that there are respondents which say they
are confident to deposit their money in the Bank and also some who are not sure if they are
confident about it. So, one can conclude from this that there is inconsistence among customers
on whether they are confident to deposit their money or not. In addition to this the SD is 0.645
this implies that the response of the customers is inconsistent or more deviated from the response
of the average customers.
Table 11. Issues related with the Bank updating its publics.
Item NO.
1.
Item
Scale
Strongly Agree
The bank gives Agree
high emphasis in Neutral
updating
its Disagree
Strongly Disagree
employees in its
Total
current endeavors
2
Strongly Agree
The Bank always Agree
updates
its Neutral
customers on its Disagree
Strongly Disagree
42
NO. of Respondents
23
46
52
24
Percentage (%)
16.0
32.0
36.0
16.0
145
100.0
7
23
23
44
68
4.0
14.0
14.0
27.0
41.0
future endeavors
Total
165
100.0
Item 1, 23 (16 %) agreed, 52 (36 %) disagreed, 24 (16%) strongly disagreed and 46 (32 %)
answered neutral. Item 2, 7 (4 %) strongly agreed, 23 (14 %) agreed, 44 (27 %) disagreed, 68
(41%) strongly disagreed and 23 (14 %) answered neutral. As it is depicted in the above result,
the bank does not try to update its internal and external public on its current and future endeavors
resulting the public not being aware of its activities.
say that the Bank updates its employees on its activities and also some who are not sure if it
updates them as well as the majority who claimed that the Bank does not update them on its
activities. So, one can conclude from this that there is inconsistence among employees whether
the Bank updates them on its activities or not. In addition to this the SD is 0.951 this implies that
the response of the customers is inconsistent or more deviated from the response of the average
customers.
say the Bank updates them on its current activities and also some who are not sure if it updates
them or not as well as those who claimed that the Bank does not updates them on its current
activities. So, one can conclude from this that there is inconsistence among customers on
whether the Bank updates them or not on its current activities. In addition to this the SD is 1.217
Table 12. Issues related with information availability
Item NO.
1.
Item
The bank is
very
effective in
disseminatin
g
information
2
The Banks
information
desk is well
Scale
Strongly Agree
Agree
Neutral
Disagree
Strongly
Disagree
NO. of Respondents
Percentage (%)
29
23
81
20.0
16.0
56.0
12
8.0
Total
145
100.0
Strongly Agree
Agree
Neutral
Disagree
Strongly
8
23
53
68
13
5.0
14.0
32.0
41.0
8.0
43
equipped
Disagree
Total
165
100.0
Item 1, 29 (20 %) responded agree, 23 (16 %) said neutral, 81 (56 %) and 12(8 %) responded
disagree and strongly disagree respectively. Item 2, 8 (5 %) strongly agreed, 23 (14 %) agreed,
53 (32 %) were neutral, 68 (41 %) disagreed and 13 (8%) said strongly for the issue if Banks
information desk is well equipped. From the above result, the employees believe that the bank is
not circulating information very effectively where as the customers also question if the
information desk is well equipped with the necessary information.
say the Bank is effective in disseminating information and also some who are not sure if it is
effective as well as the majority who claimed that the Bank is not effective in disseminating
information for its employees. So, one can conclude from this that there is inconsistence among
employees whether the Bank is effective in disseminating information or not. In addition to this
the SD is 0.906 this implies that the response of the customers is inconsistent or more deviated
from the response of the average customers.
Item 2, the mean value which is 3.85 approaches to 1.303 indicating that there are respondents
which say the Banks information desk is well equipped and also some who are not sure if it is
well equipped or not as well as those who claimed that the Banks desk is not well equipped. So,
one can conclude from this that there is inconsistence among customers on whether the Banks
information desk is well quipped or not. In addition to this the SD is 1.303 this implies that the
customers.
44
Table 13. Issues related with the Banks communication pattern.

Item NO.
1.
Item
The bank tries to
build a two-way
communication
2
The Bank is well
prepared to give
feedback to
customers complaints
and suggestions
Scale
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Total
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Total
NO. of Respondents
35
46
52
12
145
14
14
68
69
-
Percentage (%)
24.0
32.0
36.0
8.0
100.0
8.0
8.0
42.0
42.0
-
165
100.0
Item 1, 35 (24 %) strongly agreed, 52 (36 %) disagree, 12 (8 %) strongly disagree, and the rest
46 (32 %) said neutral. Item 2, 14 (8 %) strongly agreed, 14 (8 %) agreed, 68 (42 %) was neutral
and 69 (42 %) disagreed. This implies that the Bank does not have a two-way communication in
both employees and customers especially the bank does not provide feedback regarding
customers complaints and suggestions.
PR manager also clearly stated that the bank only tries to communicate with the public but face
difficulties to gather feedback resulting in lack of mutual communication.
say the Bank builds a two-way communication and also some who are not sure of if it builds a
two-way communication as well as those who claimed that the Bank does not build a two-way
communication. So, one can conclude from this that there is inconsistence among employees
whether the Bank builds a two-way communication or not. In addition to this the SD is 1.012 this
say the Bank is prepared to give feedbacks to customers complaints and suggestions and also
some who are not sure if its prepared as well as those who claimed that the Bank is not prepared
45
to give complaints and suggestions. So, one can conclude from this that there is inconsistence
among customers on whether the Bank is prepared to give complaints and suggestions for its
customers. In addition to this the SD is 1.217 this implies that the response of the customers is
Table 14. Issues related with the Banks effort to create relation with both its public
Item No.
Item
1.
The bank dedicate
enough resource to
create employees
good will
2
The Bank shows a
great effort to create
a good relationship
with its customers
Scale
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Total
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Total
NO. of Respondents
Percentage
6
23
17
81
18
145
23
31
37
74
165
(%)
4.0
16.0
12.0
56.0
12.0
100.0
14.0
19.0
22.0
45.0
100.0
Item 1, 6 (4 %) strongly agree, 23 (16 %) agree, 17 (12 %) answered neutral, 81 (56 %) disagree
and the rest 18 (12 %) strongly disagree. Item 2, 31 (19 %) agree, 37 (22 %) said neutral) and 74
(45 %) disagree. From the above result, one can conclude that the bank does not dedicate its
resource to neither create good will with its employees nor to create good relation with its
customers.
In contrast the PR manager believes that the bank tries to create a good relation with its
customers.
say the Bank dedicates resources to create employee good will and also some who are not sure if
it dedicates resources as well as the majority who claimed that the Bank does not grant enough
resources for employees good will. So, one can conclude from this that there is inconsistence
among employees whether the Bank devote enough resources to create employees good will. In
46
addition to this the SD is 1.033 this implies that the response of the customers is inconsistent or
more deviated from the response of the average customers.
say the Bank shows great effort to create good relation with its customers and also some who are
not sure about its effort as well as those who claimed that the Bank does not show effort . So,
one can conclude from this that there is inconsistence among customers on whether the Bank
shows effort to create good relation with its customers or not. In addition to this the SD is 0.906
180
160
140
120
100
80
60
40
20
0
148.0
3018.0
2314.0
4528.0
5332.0
165
100.0
Using Media to create good image

Series 2 percentage
Figure 5. Using Media to create good image
In the above graph out of 165 respondents 14 (8%) strongly agree, 30 (18 %) agree, 23 (14 %)
answered neutral, 45(28 %) disagree and 53 (32 %) strongly disagree on the issue if Bank creates
good image through the media. This result indicates that the bank is not using medias to create a
good image. The mean value which is 3.56 approaches to 4 indicating that there are respondents
which say the Bank creates good image through the media and also some who are not sure if it
does or not as well as those who claimed that the Bank does not create good image through the
media . So, one can conclude from this that there is inconsistence among customers on whether
47
the Bank creates good image using the media. In addition to this the SD is 1.331 this implies that
the response of the customers is inconsistent or more deviated from the response of the average
customers.
200
150
100
50
0
8 5.0
5332.0
10463.0
165
100.0
Availablity of Broachures

series 2 percentage
Figure 6. Availability of Brochures
From the 165 respondents regarding the issue of getting brochures when they visit the bank 8 (5
%) responded neutral, 53 (32 %) responded disagree and 104 (63 %) responded strongly
disagree. From this data it is clear that the bank is not using brochures to communicate and
deliver its message to its customers.
On top of the above believes the PR manager emphasized that the brochures are not sufficient for
all the customers, are not being distributed timely and are not fulfilling their intended purpose
which is to communicate with the public.
The mean value which is 3.57 approaches to 4 indicating that there are respondents which say
they are not sure in receiving a brochures as well as the majority who claimed that the Bank does
provide them with brochures . So, one can conclude from this that there is inconsistence among
customers on whether the Bank provides them with brochures or not. In addition to this the SD is
48
200
150
100
50
0
8 5.0
8 5.0
148.0
3823.0
9759.0
165
100.0
Press release

series2percentage
Figure 7. Press release

Coming to getting information through press release about the Banks current and future
endeavors, out of a total of 165 respondents 8 (5 %) strongly agreed and 8 (5 %) agreed that get
information from the press release and 38 (23 %) disagreed and 97 (59 %) strongly disagreed
that dont get information from the press release while 14 (8 %) are neutral in the issue. From
these results one can say that the Bank is not properly utilizing its press releases. In addition the
PR manager believes that the Bank should use its press releases for updating its customer on its
current and future endeavors than just using it for annual financial reports. The mean value
which is 4.26 approaches to 4 indicating that there are respondents which say that they get plenty
of information from the press releases and also some who are not sure if they get plenty of
information as well as those who claimed that they dont get plenty of information from the press
release . So, one can conclude from this that there is inconsistence among customers on whether
the Bank provides enough information through its press release. In addition to this the SD is
Table 15. Correlation between PR practice and image
49
Customers
**. Correlation is
0.01 level (2-tailed).
Practice
Image Image
Practice
Pearson
Correlation
Practice
As it is shown in the
Sig. (2-tailed)
N
practice of PR and
Pearson
Correlation
have high degree of

Image
.735**
.000
165
165
**
.735
Sig. (2-tailed)
.000
165
165
.741**
Employees
Pearson
Correlation
Practice
Sig. (2-tailed)
N
Pearson
Correlation
Image
.000
145
145
.741**
Sig. (2-tailed)
.000
145
145
**. Correlation is significant at the 0.01 level (2tailed).
50
significant at the
table
above,
image of the bank

relation.

Assssement of Public Relations

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Assssement of Public Relations

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CHAPTER THREE

DATA PRESENTATION, ANALYSIS AND INTERPRETATION

Analysis of Respondents General Characteristics

Table 2. General Characteristics of Respondents (employees & customers)

Analysis of Major Findings

For mean and SD 1 is maximum and 5 is minimum

Key: series1 Frequency

Figure 3. Banks image in the eyes of its employees.

key series 1 frequency

Table 13. Issues related with the Banks communication pattern.

Using Media to create good image

key series 1 frequency

key series 1 frequency

key series 1 frequency

Figure 7. Press release

Table 15. Correlation between PR practice and image

have high degree of

**. Correlation is significant at the 0.01 level (2tailed).

image of the bank

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