IMPROVING CUSTOMER SERVICES IN NIGERIAN COMMERCIAL BANKS

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ABSTRACT

A person(s) is regarded as a customer of a bank, if him/her has account with the bank or a person become a customer with money or cheque and asks to have an account opened in  his/her name and account in person (s) name.

So when we talk about improving customer services in Nigerian commercial banks, we mean all those devices or techniques use by commercial banks to improve customers services in their banks.

Furthermore, this project work has three chapters. Chapter one contains a general discussion of customer services as seen by different people. It state the problem and why this study was carried out and finally the proposition and the definition of terms.

Chapter two, unfold how we can improve customer services in commercial banks. This is done through reviewing what other people have written in relation to the project topic.

Chapter three falls about the summary, the conclusion and recommendation in relation to the above topic.

TABLE OF CONTENT

CHAPTER ONE

INTRODUCTION                                                            1

• BACKGROUND OF THE STUDY 1

1.1     STATEMENT OF THE PROBLEM                      2

• SIGNIFICANCE OF THE STUDY 4
• OBJECTIVE OF THE STUDY 6
• DEFINITION OF TERMS 6

CHAPTER TWO

• REVIEW OF RELATED LITERATURE 9

2.1     BANK AND CUSTOMER RELATIONSHIP         10

• DUTIES AND RIGHTS OF COMMERCIAL

BANKS TO THEIR CUSTOMERS                       12

• IMPEDIMENTS AND INFRASTRUCTURAL

LIMITATIONS OF COMMERCIAL BANK

• WAYS AND BENEFIT OF GOOD QUALITY SERVICES

TO CUSTOMERS                                                15

• THE BANK AND ITS ENVIRONMENT 16
• CENTRAL BANK OF NIGERIA (CBN) CONTROL OF COMMERCIAL BANK 17
• OPPORTUNITIES FOR GROWTH ADVANCEMENT

AND SELF ACTUALIZATION                             18

CHAPTER THREE

• SUMMARY 20

3.1     CONCLUSION                                                      20

RECOMMENDATION                                           22

 

 

 

CHAPTER ONE

INTRODUCTION

• BACKGROUND TO THE STUDY

The purpose of this study is to find the techniques that is applied in improving customers services in Nigerian commercial banks. Commercial banks in Nigeria are looked upon as those banks in Nigeria that accepts deposits and used cheques for in the drawls, example of such are; Afribank limited, African Continental banks (ACB) etc.

Almost invariable, anybody who has anything to do sees himself as a bank customer at least as much as he is within the banking premises. Commercial prudence also dictate that the banks affords its best attention to all and sundry, what ever the type of relationship they may seem to be having into the bank. But the question now is who then amongst these people are customers, and if some are not customers that are they?

In great western railway company limited V. London and country banking company limited (1901). It was held that a person who has been cashing cheques from the over may years was not a customer of the bank by his mere cashing of cheques. There must be more then a mere cashing of cheques to make one a customer. It simply means that anyone who is not having account with the bank, cannot be regarded as a bank customer.

Furthermore, in Landbrokes and company V. Todd (1914) where it was held that, “there must be a time when someone began to be a customer. A person becomes a customer of a bank when he goes to the bank with money or cheque and asks to have an account opened in his name and the bank accepts the money and it is prepared to open an account in the name of the person”.

 

1.1     STATEMENET OF PROBLEM

Banking is in the services industry. The quality of services rendered by our banks have been attracting criticisms from people in all works of life. The government functionaries, business men, the media and the general public are all very critical of banking services. The complaints range from those of cheques or making withdrawals, tardiness in granting loans and or credits, to unfriendly attitude of bank workers. Even,