Abstract:

This study sought to find out the public relations activities of UBA and customers’ perception(s) about UBA’s service delivery, among other objectives. Purposive sampling technique was adopted in choosing three top management staff from UBA for the interview designed for this study. The findings of the study show that UBA carries out several public relations activities and its customers perceive its service delivery as satisfactory. The theoretical framework of this study was anchored on the Expectancy- Disconfirmation Theory (EDT). One of the recommendations made was that the UBA management should see to it that each of its branch offices measured up to quality standards in their operations to move the bank forward, thereby promoting customer satisfaction.