THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY
(A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH)
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ABSTRACT
The business organization operates in an environment and through its interactions with the various elements of this environment, it justifies its existence. The customers is the essences of business. The business organization is expected to continually to satisfy it customer hence this work gets out to investigate the need for improved customer services in the banking industry with particular reference to union Bank of Nigeria PLC
The method applied in this study is a combination of content analysis and survey research the data were sources through both instrument used availed the research the opportunity to have a first hand information.
The method applied in this study is a combination of content analysis and survey research the data were sources through both primary and secondary sources and the instrument used availed the research the opportunity to have a first hand information.
The unit of analysis Union Bank of Nigeria PLC Garden Avenue branch and social artifacts , and the data collected from the units are presented in tables and analyzed using chi-square (x2) method.
Among he major finding of this research work including that the dissatisfaction experience by customers is due to the inefficiency of the bank staff there is a relationship between improved service delivery and bank efficiency and bank profitability.
But owing to the limitation encountered further studies should be carried out to service between two banks operating with the country
TABLE OF CONTENT
CHAPTER ONE
INTRODUCTION
1.1 Background of study.
- Statements of problem.
- Purpose of study
- Scope of the study
- Research hypothesis
1.6 Significance of the study
1.7 limitation of the study
1.8 Definition of terms
References
CHAPTER TWO
REVIEW OF RELATED LITERATURE
2.1 The concept of marketing of banking service
- Dynamism and marketing of commercial banks service
- Customers service strategies and policies
- Factors influencing bank service
- Management banks density communication socio-economic factor government control
- Performance appraisal
- Motivation
- Problems of marketing of bank service
Reference
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.1 Research design
- Area of the study
- Population of the study size
- Instrument for data collection
- Validation of the instrument
- Reliability of the instrument
- Method of data collection
- Method of data analysis
Reference
CHAPTER FOUR
DATA PRESENTATION & ANALYSIS
- Presentation and analysis of data
- Testing
- Summary of result
Reference
CHAPTER FIVE
DISCUSSION RECOMMENDATION AND CONCLUSION
- Discussion of result and findings
- Conclusion
- Implication of the research finding
- Recommendations
- Suggestions for further research
Bibliography
Appendix
CHAPTER ONE
INTRODUCTION
The objective of the chapter is to emphasis on the need for improved customer service in the banking industry with special referenced to Union Bank of Nigeria PLC
- BACK GROUND OF THE STUDY
Financial assets we all know the necessary prerequisites for nay meaningful economic development of any nation. This is so because the entire would economy today revolves round business while business revolves round finance. Therefore the significant is the overall development of our economy. it is on this premise on appreciates the important roles played by financial institution most especially the commercial banks whose major function is to organize mobilize and making funds available for investment purpose by way of granting credit facilities to individual firms and government.
This Bank marketing has been defined by a media (1983) as “the creation and delivery of service that will satisfy the need of customers at a profit to the banks” from this definition, it is seen that the customers who is the ultimate target of bank marketing must be satisfied. Banks must learn what satisfaction their customers seeks. The world “ creation and delivery” recognizes that marketing is an active creation process involving all the banks staff
Today the emergence of commercial banks as well as the role they play has been instrument to the rapid growth and progressive development of the economy. Banking as a service industry must adopt to the changing environment and requirement of the economy which it services and this it can do through effective marketing of its services. The Nigeria Banking environment is a typical on which lags behind in the application of modern marking principles to its service offerings.
The banking image in the country is considered bad because of the deterioration in the banking service over the years and the very poor trend in banker customers relationship which is largely due to poor marketing. The major problem is that existing services are not being provided efficiently. There is a commonly held believe that service rendered to customer is a bestowal of favour and privileges.
G. Garli and M. Gilbert (1976) still maintains that the public impression of banker and the bank is very poor. A visit to any branch office will reveal long queues and struggle for the customers to get served. It can take an hour or more to each the counter and sometimes get the impression that the counter staff is proud of the long lines of people queuing their favours.
Gadzama M.W (1989) in his chairman’s statement of allied bank annual report stated that customers are treated with lack of seriousness by the bank staffs. They believes it is right to deliberately delay customers as a result of their non-challant attitude to work. It is always a daily occurrence to hear abuses flowing from customer to bank staff over the protected delay in competing bank transactions.
Today with Nigerians attitude towards the idea of putting their money in the banks as opposed to keeping them at home banking institution face unusual marketing challenges. The level of competition between banks is increasing as the level of financial competition sophistication of company’s of other banking needs the demand for banking service experienced an explosion that posed a challenge to the resources of the banking community.
- STATEMENT OF THE PROBLEM
This research work is aimed at addressing the problems associated with banks which include
- To find out if staff training and motivation affect the ratio of services by the staff…
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