ORGANIZATIONAL CONFLICT AND PERFORMANCE OF BANKS: A STUDY OF FIRST BANK OF NIGERIA, PLC, PORT HARCOURT

Abstract

The study examined the effect of organizational conflict on the performance of First bank of Nigeria, Plc, Port Harcourt. The objectives were to: examine the effect of relationship conflict on service delivery; and effect of Task conflict on Productivity; on customer satisfaction of First Bank of Nigeria Plc, Port Harcourt.  The population of the study was five hundred, and eighty-three-seven (583).  A sample size of two hundred and thirty-seven (237) was drawn from the population using Taro Yamane (1968) formula.  The data generated was analyzed using the simple percentages. The hypotheses were tested using the sample proportion test (Z test). It was found out that there was a significant effect of relationship conflict on service delivery of First Bank of Nigeria Plc, Port Harcourt (Z = 4.59); also, there was significant effect of task conflict on Productivity of First Bank of Nigeria Plc, Port Harcourt (Z = 5.13).  Conclusively, it revealed that disagreements and incompatibilities among group members about personal issues that are not task related between members of an organization occurs because of differences in their goal and values.  The study recommends among others that managers should develop diverse but appropriate strategies to resolve and manage conflicts as they arise before escalating to unmanageable level