ABSTRACT
Service is the
central bank motto in the distribution of its various production packages and
marketing strategy implementation.
Customer are
satisfied when they get the service they want at the right time, right place ,
right price and in the right manner. The issue of efficient service
in banking industry has being given serious attention not only by the
management because of the competitive nature of banking industry in Nigeria.
This fact and also the view that human needs are insatiable underscore the need
for a study to improve the services rendered to customers.
Bearing the stated problem in mind
this research work has been designed to explore ways at correcting the problems
and at improving on the customers services. This research work is designed to;
-
Find out the
characteristics of bank staff and their customers with particular reference to
the union bank of Nigeria Plc
-
Determine the
adequacy of the resources both human and materials for effective operations
-
To find out if
the aims and objectives of the banks are being achieved.
-
To find the
degree of staff customer relationship.
-
To determine the
extent of customers complaints’ about non- satisfactory series.
-
Causes and effect
of poor customer’s service and suggested solution.
The view is the commercial banks should provide prompt,. Friendly,
courteous,, orderly efficient and satisfying service to her customer.
Meanwhile, this research work is limited because of time constraint, finance
involved and sometimes non-response from people intervened.
TABLE OF CONTENTS
Title page
Approval page
Dedication
Acknowledgement
Abstract
Table of contents
CHAPTER ONE:
Introduction
1.1
Background of study
1.2
Statement of the study
1.3
Purpose of the study
1.4
Signification of the study
1.5
Research question
1.6
Research hypothesis
1.7
Scope of the study
1.8
Definition of terms.
CHAPTER TWO
2.0 REVIEW OF RELATED
LITERATURE
2.1 HISTORY
OF NIGERIA COMMERCIAL BANK
2.2 CLASSIFICATION OF NIGERIAN COMMERCIAL BANKS.
2.3 THE ROLES
OF CUSTOMER SERVICE DEPARTMENT IN NIGERIAN COMMERCIAL BANK
2.4
CUSTOMER SERVICE
IN COMMERCIAL BANK
2.5
ERVICE STRATEGIES
AND POLICIES
2.6
ATTITUDE
EFFICIENCY AND MOTIVATION
2.7
CAUSES AND EFFECT
OF POOR CUSTOMER SERVICE AND SUGGESTED SOLUTION
2.8
CUSTOMER SERVICE
IN UBN
2.9
IMPROVEMENT OF
CUSTOMERS SERVICES IN BANKING SECTOR CUSTOMERS .
2.10
CUSTOMER SERVICE
BENEFITS OF GOOD CUSTOMER SERVICE
SUMMARY OF THE RELATED LITERATURE
CHAPTER THREE
3.0 Research methodology
3.1Design
of the study
3.2Area
of the study
3.3
Population
3.4Sample
and sampling techniques
3.5
Instrument used
3.6Validity and reliability of the
instrument
3.7Method of data collation
3.8Method of data analysis
CHAPTER FOUR
4.0Data
presentation and analysis
4.1Presentation of data
4.2Data analysis
4.3Test hypothesis
CHAPTER FIVE
5.0Finding
conclusion and recombination
5.1Summary of finding
5.2Conclusion
5.3Recommendation
Bibliography
Reference
Questionnaire
CHAPTER ONE
1.0
INTRODUCTION
BACKGROUND OF THE STUDY
The origin of banking in Nigeria date
back to the days of goldsmith in Venice and up till today personal services is
still the main of banks output for her customers.
Services is the central banks motto in
the distribution of its various production packages and marketing strategy
implementation. It is also the bulwark of the industry in the fact of stringent
government guideline and harsh monetary or fiscal policies. This is the view by
Oguntade Adekunle M (2000), In business times issue at February, 2 by
aggressive marketing advertisement with the current central banks director on deregulation of
interest rate banks must work extremely
hard to be able to survive.
Moreover
in Nigeria the economy has been largely exhibitive of classic sellers market in
all sectors. Until the recent past the country is under banked and bank
customers are require to accept time consuming service without question as in
very sellers market. No wonder irojiegu achiever (1999)in his article of
pricing of commercial bank service in business time issue of July 2nd
pointed out that so many factor militate
against rendering efficient banking services in Nigeria such as under bank in
Nigeria
Presently
banking in Nigeria has become more
competitive. Rage Ani stated in business times issue of that as an effort to
improve and provide innovative service bank especially commercial bank must
step in line with the present trend in the bank market, the customers who are
the ultimate target of the bank should be satisfied.
Through
delivery of service that satisfy the need of the customers, the banks make
their profits. This fact d also the viewed that human needs are insatiable underscore
the need for a study to improve the services rendered to customers. The issue
of efficient service in banking industry has been given services in banking
industry has been given serious attention not only by the management.
The
view is that commercial banks should provide prompt, friendly, courteous,
orderly efficient and satisfying service to her customer in view of the firing,
the relationship between bank and its customer is contractual.The because
banking is about trust. The customer entrust their hard earned money with the
banks for safe keeping here there is a debtor agency and the customer is the
creditor while the customer become the debtor. Such a situation arises in case
of advances or credit facilities to customers. Yet many banks are known for
their Shaw- ness in transacting business.
Long
quaver with customers waiting for hours to cash that cheques of deposit their
money are common. To open as account in Nigerian commercial bank is
characterized by come today come tomorrow and next week syndrome.
This
is buttered in one of the national daily newspaper last few years in the heat
of WAEC registration when an employee who was asking for two day casual leave
from his bank to enable him purchase bank draft. Another a bank customer carried
a mat to the bank so as to sleep while waiting for his turn in the crowded
banking hall to cash his cheque. Yet another bank customer was being turned
around by section of foreign exchange for him to exchange foreign currency.
According to cyadzama M.W in his chairman statement in the allied bank annual report that
customer are treated with lack of seriousness by staff”.
They
believe it is right to deliberately delay customer as a result of their
nonchalant attitude to work. It is always a daily occurrence to hear abuses flowing
from customer to bank staff ever the protracted delay in completing bank
transaction no wonder the chief of general staff vice Admeral Augustine Aikhomu
during his regime stressed the part while addressing delegate during the 16th
Anniversary of the Nigeria institute of bankers he said that her one observe
brought balance sheet which are not as a
result of quality service emphasis mine or growth stimulation but a resource to
drastic shift in asset portfolio characterized by more total avoidance of risk
altogether.” That is why there is a need for re- orientation in attitude of
bank staff towards their customers. Lest in the decade banking and the nations
economic activities will certainly become more complex and sophisticated.
In
union bank plc garden Avenue Enugu on which the case study is focused the story
is not different. A brief mention of the origin of union bank Plc garden Avenue
Enugu will be mentioned. It is the largest branch of union bank of Nigeria plc
south of the Nigeria. The manager banks with some areas mangers of union bank
of Nigeria Plc.
They
also serve a good number or appreciable of two parties (staff and customer) are
not satisfied with each other hence the study.
1.2
STATEMENT OF PROBLEM
In the service ministry effectiveness of management of
often judged by the quality of service and rendered. This is in turn determined
by the time spend to obtain the service and the circumstances in which it is
received. Customers are satisfied when they get the service and the circumstance in which it is received.
Customer are satisfied when they get the services they want at the right time
right place right prices and in the right manner.
As
customers and users of bank directly or indirectly are aware of the various
problem faced by the customers.
It
is very difficult to understand the peculiar characteristics of the bank and
its customers.
-
Despite the enhanced status of the banking staff there is the problem of determine the
adequacy of resources human and material for effective operation.
-
How the objective and
aims of the bank are achieved
-
The degree of staffs and customer relationship in union bank of Nigeria
Plc is poor
-
There are complaints from the customers for non satisfactory
services.
1.3
PURPOSE OF THE STUDY
Bearing the stated problem in mind this study has been
designed to explore ways of correcting the problem and of improving on the
services. The purpose of this study there fore including the following
-
To find out the ways to improve customers service in Nigerian
commercial Bank with particular reference to the union bank of Nigeria Plc.
-
To determine the adequacy of the resource human and
material for effective operation
-
To find out if the
aims and objective of the bank are being achieved.
-
To find out the degree of staff customer relationship
-
To determine the extent of customer complaints about non
satisfactory services.
1.4
SIGNIFICANCE OF THE STUDY
Considering the uniqueness of the problem identified
in the research the finding shall be of great importance to: satisfaction of
customer needs through improved quality services. In the exposition of banker
customer relation professor Nwankwo G.O expressed the position of the customer
in such relationship. He expressed that customer are the main reason of banks
existence. In that bankers are not doing any favour to the customer but that
customer are doing bankers favour by
entrusting their hard earned money with them for safe keeping . They customers make greatest demand
on banks, the most important being getting their money when they want it and
source of the banks money when they need it.
Therefore
follows that a system of efficiency and courteous service to customers is
crucial for retaining the customer patronage some commercial banks in
Nigeria appear to be in different to
delay suffered by their customers with competition fast increasing in the
banking industry problem of design in
bank can not be over looked especially if they must retain their customers. The number awareness
of today customer are increasing and therefore call. For even harder efforts on
the part of bank. In this light it obligatory for banks to improve their services. Anything
short of that will be foolhardy and may endanger the life of the bank. The
importance of this study also is that it will shed light on some of the causes
and effects of unsatisfactory counter services in the Nigeria banks, which is
the bane of the current Nigeria banking system. The bank staff management will
find the exposition useful while curious customers will also benefit from the
study.
1.5
RESEARCH QUESTION
What
are the characteristic of staffs and customers of the union bank of Nigeria
Plc?
-
What are the problems of poor customers service?
-To
what extent are the human and material resource adequate to achieve effective
functionality in the union bank plc.
-
To what extent are the objective and aims of the union bank plc being achieve?
-
What is the relationship between union bank plc staff and their customers?
-To
what extent do the customers complaint out non satisfactory out non
satisfactory vices affect the operation of the bank?
1.6 RESEARCH HYPOYHESIS
There is no significant different at
0.5 in the perception of customers and staff on whether the service received in
the bank meet the need and interest of the customer. This hypothesis is subject
to verification with data obtained during the research.
1.7
SCOPE
OF THE STUDY
This
study concentrated on union bank plc of Nigeria garden Avenue Enugu as it
represents the biggest branch of union bank plc east of the Niger.
A
study of commercial banking will not be complete without an analysis of the
impact of commercial banking on the day. Development of the general economy.
But that scope of activity would be practicable impossible within the available
term and given limited finance to cover the whole branches of the union bank
Plc which number over 200 hundred).
This
study therefore examine the causes of poor customer service and ways of
improving it. Considering these factor the data and response to the
questionnaire were limited to staff and customers of union bank of Nigeria Plc
Garden Avenue, Enugu.
1.8
DEFINITION OF TERMS
DEBTOR:
Any person who owes money to somebody is a debtor.
In
this case, if a customer entrusts his earn money with the bank for safe keeping
it means that the bank is a debtor to the customer in regard.
CREDITOR:
Any person to whom money is owed is a creditor from the above illustration or
the definition of a or the customer is the creditor to the bank.
BANK DRAFT:
This is a document used for transferring of money from one bank to another.
Click “DOWNLOAD NOW” below to get the complete Projects
FOR QUICK HELP CHAT WITH US NOW!
+(234) 0814 780 1594
Login To Comment