Browsing by Author "Olusegun Abimbola ODUNLAMI"

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    New Media Platforms as Public Relations Strategy for Customer Dispute Resolution in Polaris Bank, Nigeria
    (Lead City University, Ibadan, 2024-12) Olusegun Abimbola ODUNLAMI
    In an era where digital transformation is reshaping customer service, banks face challenges in effectively integrating new media platforms for dispute resolution. This study investigates the effectiveness of new media platforms in managing customer disputes at Polaris Bank by focusing on how these digital tools are integrated into the bank's public relations strategy to enhance customer service. Grounded in stakeholder theory, situational theory, and technological determinism theory, the study adopted descriptive survey research design via the instrument of questionnaire administered to 384 respondents who were customers of Polaris Bank and which were determined through Cochran formula while simple random sampling and purposive sampling techniques were used to select the respondents and key personality interview session with one of the Corporate Affairs/Public Relations representatives of the bank. Data were analysed using SPSS version 20. The study found that Polaris Bank effectively utilises E- Mail, the digital banking app (Vulte), and WebChat for dispute resolution which resulted in high levels of customer engagement and satisfaction. However, challenges such as slow response times, lengthy processes, and security concerns were identified. Despite these issues, the platforms were considered efficient in improving dispute resolution speed and overall service quality. The study concluded that enhancing security, reducing response times and addressing the digital divide are crucial for optimising these platforms. The study recommends, among others that, Polaris Bank strengthens the security of its new media channels to address customer concerns about fraud and cyber threats, improves response times for faster resolution and provides ongoing training for customer service representatives to ensure effective dispute management and maintain high service standards. Keywords: new media platforms, public relations strategy, customer dispute resolution, digital banking, customer engagement Word Count: 262
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    Social Media Usage and the Rising Cases of Divorce in Nigeria
    (LCU, 2025-04) Olusegun Abimbola ODUNLAMI; Joseph Dayo ODIGIE; Abimbola Adekemi OLUYEMI,; Adesola Olufunmi BELLO
    Social media has transformed communication and interpersonal relationships, yet its impact on marital stability remains a growing concern. In Nigeria, the increasing rate of divorce has been linked to various factors, including excessive social media usage, which has been reported to foster infidelity, emotional detachment, and conflict among married couples. This study investigates the influence of social media on the rising cases of divorce in Nigeria, focusing on the extent of social media usage, its contribution to marital conflicts, key factors influencing instability, and strategies to mitigate its negative effects. The study is anchored on the Social Exchange Theory and Uses and Gratifications Theory, which explain how individuals assess relational costs and benefits while using media to satisfy personal needs. A survey research design was employed, targeting married men and women aged 18-60 years in Ibadan North Local Government Area of Oyo State. A stratified random sampling technique was used to select 60respondents, thus ensuring diverse demographic representation. Data were collected using a structured questionnaire and analysed using descriptive statistics. Findings reveal that excessive social media use reduces quality time between spouses, fosters distrust, and contributes to infidelity, thereby increasing marital conflicts. The study concludes that social media plays a significant role in marital instability and recommends setting clear boundaries for online activities, promoting transparency, and integrating social media conflict management into marriage counselling sessions. Public awareness campaigns should also be conducted to educate couples on responsible digital engagement to enhance marital stability in Nigeria.