Investigation into Public Relations Legitimacy, Perceptions, and Practices in the Banking Sector of Ethiopia to Promote Corporate Reputation and Trust: Empirical Evidence from Awash Bank
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Date
2022-10
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Addis Ababa University
Abstract
The aim of the study was to investigate the compliance of Awash bank’s PR in terms of legitimacy and with what is perceived by its customers. In particular this study was conducted with the objectives to identify how Awash bank has legitimized PR to promote its reputation and trust, the perception of customers towards the PR works by the bank, existing PR strategies practiced in promoting reputation and trust of Awash bank. The study used mixed research approach mainly descriptive design and case study as a strategy of research. To achieve its objectives, the study collected primary data from 4 employees and 242 customers of the bank’s head office by using questionnaire, interview and document review as data collection instrument. A total number of 242 respondents participated in the study i.e. from the target population. The researcher used connivance sampling to take 242 customers and purposive sampling to take 4 interviewee participants who are currently working in the head office of Awash bank. Besides, the head office of Awash bank was selected purposively to be part of the study. The data was analyzed using descriptive statistical and content analysis method. The finding of the study reported that PR is essential part of the bank’s effort to build its reputation and trust and thus legtimized it by including under CSR division of the bank. Accordingly, the bank is well aware of the need for PR implimentation. However,there is weak customers’ perception (only 59.1%) on the PR works of Awash bank because of its insufficient involvement in social responsibility activities, TV and radio based promotions were commonly practiced PR strategies and limitation to correspond PR activities with the needs of the public were obtained which intern affected reputation and trust of the bank. So as to improve the legitimacy, perception and practice of PR in building reputation and trust of Awash bank: considering farmers in PR tasks, and measuring and evaluating the effectiveness of PR practiced are suggested.
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public relations