IMPROVING CUSTOMERS SERVICES IN NIGERIAN COMMERCIAL BANKS (A STUDY OF UNION BANK OF NIGERIA PLC)


Content

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.

BANKDRAFT: This is a document used for transferring of money from one bank  to another.

 

 

 

 

 

 

 

 

 

 

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