STRATEGIC PLANNING AND ORGANIZATIONAL PERFORMANCE OF FIRST BANK PLC AWKA SOUTH NIGERIA

This study explores the effect of strategic planning on the organizational performance of First Bank Nigeria Plc, Awka, with a focus on employee engagement, technology innovation, and leadership style. The main objective was to assess how these elements influence customer satisfaction. The study was anchored on the Resource-Based View (RBV) and Dynamic Capabilities Theory, which emphasize leveraging internal capabilities and adaptability to enhance organizational performance. A descriptive survey design was adopted for data collection, utilizing a structured questionnaire administered to 65 employees of First Bank Nigeria Plc, Awka. The data was analyzed using descriptive and inferential statistics, including regression analysis through SPSS. The findings revealed a strong positive correlation between employee engagement and customer satisfaction (R = 0.940, R² = 0.883), indicating that engaged employees significantly contribute to customer satisfaction. Technology innovation also had a substantial impact on customer satisfaction, explaining 75.2% of its variation (R = 0.867, R² = 0.752). Furthermore, the study highlighted the negative effects of workplace bullying, with 38.46% of respondents reporting bullying, which adversely impacted their mental health. The results underscore the importance of employee well-being, technological integration, and leadership in improving customer satisfaction and overall performance. In conclusion, the study emphasizes the critical role of strategic planning in enhancing organizational performance. Recommendations include boosting employee engagement through training and recognition, investing in advanced technologies to improve service delivery, and addressing workplace bullying through anti-bullying policies and mental health support. These strategies can help First Bank Nigeria Plc achieve better organizational outcomes and sustain competitive advantage in the banking sector.