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Banking And Finance Project MateriaLS PREVIEW

The impact of Bank Consolidation on Operational Efficiency in First Bank Nig. Plc

The impact of Bank Consolidation on Operational Efficiency in First Bank Nig. Plc

Click here to download our android mobile app to your phone  for more materials and others

COMPLETE PROJECT  MATERIAL COST 2500 NAIRA OR $10 , WITH THE SOFTWARE 30,000 NAIRA

. A FRESH TOPIC NOT LISTED ON OUR WEBSITE COST 50,000 NAIRA ( UNDERGRADUATE) OR 100,000 FOR SECOND DEGREE STUDENTS. $500. PLUS  FREE SUPPORT UNTIL YOU FINISH YOUR PROJECT WORK. CONTACT US TODAY, WE MAKE A DIFFERENT. DESIGN AND WRITING IS OUR SKILLED.  DESIGN AND WRITING IS OUR SKILLED.

Note: our case study can be change to suit your desire location . we are here for your success.

                                   ORDER NOW

MAKE YOUR PAYMENT  INTO ANY OF THE FOLLOWING BANKS:
 GTBANK
Account Name : Chi E-Concept Int’l
ACCOUNT NUMBER:  0115939447
First Bank:
Account Name: Chi E-Concept Int’l
Account Name: 3059320631

Foreign Transaction For Dollars Payment :
Bank Name: GTBank
Branch Location: Enugu State,Nigeria.
Account Name: Chi E-Concept Int’l
 Account Number:  0117780667. 
Swift Code: GTBINGLA 
Dollar conversion rate for Naira is 175 per dollar. 

Note:  We accept bank transfer, ATM cash transfer , Online payment using your ATM , Western union bank transfer.  We will respond to you anytime of the day. 

OR
PAY ONLINE USING YOUR ATM CARD. IT IS SECURED AND RELIABLE.

Enter Amount

form>DELIVERY PERIOD FOR BANK PAYMENT IS  LESS THAN 24 HOURS

CALL OKEKE CHIDI C ON :  08074466939,08063386834.

AFTER PAYMENT SEND YOUR PAYMENT DETAILS TO

08074466939 or 08063386834, YOUR PROJECT TITLE  YOU WANT US TO SEND TO YOU, AMOUNT PAID, DEPOSITOR NAME, UR EMAIL ADDRESS,PAYMENT DATE. YOU WILL RECEIVE YOUR MATERIAL IN LESS THAN 2 HOURS ONCE WILL CONFIRM YOUR PAYMENT.

WE HAVE SECURITY IN OUR BUSINESS.   

MONEY BACK GUARANTEE

 

CHAPTER ONE

INTRODUCTION

  1. Background of the Study
  2. Statement of the Problem
  3. Objectives of the Study
  4. Significance of the Study
  5. Research Questions
  6. Scope of the Study
  7. Definition of Terms

CHAPTER TWO

LITERATURE REVIEW

 

2.1     Introduction

2.2     Concept of Bank Consolidation in Nigeria

2.3     Impact of Consolidation on the Banking Sector

2.4     The Performance of Commercial Banks in the Post-Consolidation Period in Nigeria

  1. Post – Consolidation Challenges
  2. Summary of the Literature

 

CHAPTER THREE

RESEARCH METHODOLOGY

  1.      Introduction
  2. Research Design
  3. Area of Study
  4. Population of the Study
  5. Sample Size
  6. Instrument of Data Collection
  7. Validity of the Instrument
  8.      Reliability of the Instrument
  9.      Method of data Presentation and Analysis

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

  1. Introduction

4.2     Respondents Characteristics

4.3     Data Analysis

4.4     Summary of Findings

CHAPTER FIVE

SUMMARY CONCLUSION AND RECOMMENDATION

  1.      Summary
  2. Conclusion
  3. Recommendations

BIBLIOGRAPHY

APPENDIX

 

 

CHAPTER ONE

INTRODUCTION

  1. Background of the Study

The consolidation of banks has been the major policy instrument being adopted in correcting deficiencies in the financial sector. The economic rationale for domestic consolidation is indisputable. An early view of consolidation in banking was that it makes banking more cost efficient because larger banks can eliminate excess capacity in areas like data processing, personnel, marketing, or overlapping branch networks, cost efficiency also could increase if more efficient banks acquired less efficient ones. Though studies on efficiency in banking raised doubts about the extent of overcapacity, they did point to considerable potential for improvement in cost efficiency through mergers. Consolidation is viewed as the reduction in the number of banks and other deposit taking institutions with a simultaneous increase in size and concentration of the consolidation entries in the sector (Bis 2001).

The driving forces in bank consolidation include better risk control through the creation of critical mass and economics of scale advancement of marketing and product initiatives, improvements in overall credit risk and technology exploitation. These drivers have led to improved operational efficiencies and larger and better capitalized institutions. The results of this policy are neither here nor there contrary to the expectation. The most difficult aspect of consolidation is the ones induced by government through mergers and acquisition. Farlong (1994) claimed that consolidation in banking is distinct 1990’s market induced consolidation normally holdout promises of scale economics, gains in operational efficiency, profitability improvement and resources maximization, the outcomes have however, not totally confirmed these supposed benefits and they have varied across jurisdictions, especially when compared with the particular pre-consolidation expectations.

Whatever the potential, the research go far on the effects of bank mergers ahs not found strong evidence, that on balance, mergers banks  improve cost efficiency relative to other banks. This does not mean that many mergers, including those of some large banks, have failed to lead to significant gains in cost efficiency. It just means that the outcomes for those banks tend to be offset by problems encountered in other mergers, and that many banks have improved cost efficiency without merging.

A new view is that bank mergers are not just about adjusting inputs to affect costs; rather, they also involve adjusting output (products) mixes to enhance revenues. Two research efforts taking this approach are Akakhavein, et al. (1997), covering mergers in the 1980’s, and Berger (1998), covering mergers in the 1990s. These studies find that bank mergers do tend to be associated with improvements in overall performance, in part, because banks achieve higher valued output mixes. While these studies do not track all of the channels through which bank mergers affects the value of output, they suggest that one channel has been banks’ shift towards higher yielding loans and away from securities.

This channel is particularly interesting given the other, results in these studies. They find that merged banks also tend to experience a lowering of their cost of borrowed funds without needing to capital ratios. The lower cost of funds is consistent with a decline in the overall risk of the combined bank compared to that of the merger partners taken separately. This apparently occurs even though a shift to loans by itself might be expected to increase risk. One interpretation of these results, then, is that a merger can result in a reduction in some dimensions of risk, which then affords the post-merger bank more latitude to shift to a higher return, though perhaps higher risk but output mix. The sources of diversification could be differences in the range of services, the portfolio mixes, or regions several by the merging banks.

It is against this background that the subject matter of this research becomes worthy of investigation.

  1. Statement of the Problem

The current credit crisis and the transatlantic mortgage financial have questioned the effectiveness of bank consolidation programme as a remedy for financial stability and monetary policy in correcting the defects in the financial sector for sustainable development. Many banks consolidation had taken place in several countries in the last two decades without any solution in sight to bank failures and crisis, Olabisi (2006).

As such the concerned of this research is; does bank consolidation ahs any impact on the operational efficiency of first Plc

Banking And Finance Project MateriaLS PREVIEW

THE IMPACT OF AUTOMATED TELLER MACHINE (ATM) ON CUSTOMER SATISFACTION IN ACCESS BANK NIGERIA PLC, KADUNA

THE IMPACT OF AUTOMATED TELLER MACHINE (ATM) ON CUSTOMER SATISFACTION IN ACCESS BANK NIGERIA PLC, KADUNA

Click here to download our android mobile app to your phone  for more materials and others

COMPLETE PROJECT  MATERIAL COST 2500 NAIRA OR $10 , WITH THE SOFTWARE 30,000 NAIRA

. A FRESH TOPIC NOT LISTED ON OUR WEBSITE COST 50,000 NAIRA ( UNDERGRADUATE) OR 100,000 FOR SECOND DEGREE STUDENTS. $500. PLUS  FREE SUPPORT UNTIL YOU FINISH YOUR PROJECT WORK. CONTACT US TODAY, WE MAKE A DIFFERENT. DESIGN AND WRITING IS OUR SKILLED.  DESIGN AND WRITING IS OUR SKILLED.

Note: our case study can be change to suit your desire location . we are here for your success.

                                   ORDER NOW

MAKE YOUR PAYMENT  INTO ANY OF THE FOLLOWING BANKS:
 GTBANK
Account Name : Chi E-Concept Int’l
ACCOUNT NUMBER:  0115939447
First Bank:
Account Name: Chi E-Concept Int’l
Account Name: 3059320631

Foreign Transaction For Dollars Payment :
Bank Name: GTBank
Branch Location: Enugu State,Nigeria.
Account Name: Chi E-Concept Int’l
 Account Number:  0117780667. 
Swift Code: GTBINGLA 
Dollar conversion rate for Naira is 175 per dollar. 

Note:  We accept bank transfer, ATM cash transfer , Online payment using your ATM , Western union bank transfer.  We will respond to you anytime of the day. 

OR
PAY ONLINE USING YOUR ATM CARD. IT IS SECURED AND RELIABLE.

Enter Amount

form>DELIVERY PERIOD FOR BANK PAYMENT IS  LESS THAN 24 HOURS

CALL OKEKE CHIDI C ON :  08074466939,08063386834.

AFTER PAYMENT SEND YOUR PAYMENT DETAILS TO

08074466939 or 08063386834, YOUR PROJECT TITLE  YOU WANT US TO SEND TO YOU, AMOUNT PAID, DEPOSITOR NAME, UR EMAIL ADDRESS,PAYMENT DATE. YOU WILL RECEIVE YOUR MATERIAL IN LESS THAN 2 HOURS ONCE WILL CONFIRM YOUR PAYMENT.

WE HAVE SECURITY IN OUR BUSINESS.   

MONEY BACK GUARANTEE

CHAPTER ONE

INTRODUCTION

1.1     Background of the Study

Automated Teller Machines (ATM) are devices used by bank customers to process account transactions. Typically, a user inserts into the ATM a special plastic card that is encoded with information on a magnetic strip. The strip contains an identification code that is transmitted to the bank’s central computer by modem. To prevent unauthorized transactions, a personal identification number (PIN) must also be used by the user using a keypad. The computer then permits the ATM to complete the transaction; most machines can dispense cash, accept deposits, transfer funds, and provide information on account balances. Banks have formed cooperative, nationwide networks so that a customer of one bank can use an ATM of another for cash access, by extension all commercial bank’s ATM in Nigeria are inter-connected (Okoh, 2010).

Globally, Automated Teller Machines (ATMs) have been adopted and are still being adopted by banks. They offer considerable benefits to both banks and their depositors. The machines can enable depositors to withdraw cash at more convenient times and places than during banking hours at branches. In addition, by automating services that were previously completed manually, ATMs reduce the costs of servicing some depositors of demand. These potential benefits are multiplied when banks share their ATMs, allowing depositor of other banks access their account through a bank’s ATM (Andrews, 2003).

Banks have become the principal deployers of ATMs. Two reason for this are that they want to increase their market share, although due to the prevalence of ATMs, it is not likely to be the primary means by which ATMs increase profitability for most banks, or/and above a certain level of operations, the cost of a single transaction performed at an ATM is potentially less than the cost of a transaction conducted from a teller, as ATMs are capable of handling more transactions per unit of time than are tellers (Laderman, 1990).

In Nigeria the deployment of ATM by banks and its use by bank customers is just gaining ground and has burgeoned in recent times. This has happened especially after the recent consolidation of banks, which has in all probability, made it possible for more banks to afford to deploy ATMS or at least become part of shared networks (Fasan, 2007).

The increased deployment of ATMs in the banking sector has made the issue of technology relevance important.  ATM services have a history that is less than ten years in Nigeria. At first, they were operated as elitist services designed for those desirous of exclusive services. Cards were rare and the process for obtaining them tortuous.

Presently, the use of ATM cards has been widely promoted. Banks no longer appear to want personal contact with their customers. Some banks have resorted to penalizing the customer as it were, for not possessing an ATM card, by debiting the account of such a customer for withdrawing below a certain amount across the counters. Agboola (2006) reported that although only a bank had an ATM in 1998, by 2004, fourteen of them had acquired the technology.

Agboola (2006) discovered that the adoption of ICT in banks has produced largely positive outcomes such as improved customer services, more accurate records, ensuring convenience in business time, prompt and fair attention, and faster services etc. Also, the banks’ image is improved creating a more competent market. Work has also been made easier, and more interesting, the competitive edge of banks, relationship with customers, and the solution of basic operational and planning problem has been improved. Fananopo (2006) stated that Nigeria’s debit card transaction rose by 93 percent over previous years owing to aggressive roll out initiatives by Nigerian banks, powered by interswitch network the number of ATM transactions through interswitch network had increased from, 1,065,972 in 2004, to 21,448,615 between January 2005 to March 2012.

This is a rise of 92.6 percent with respect to the previous years. More than 1700 ATMs have been deployed on the network, while about 12 million cards have been issued by 18 banks as at March 2012.

A recent survey conducted by Intermarc Consulting Limited revealed that ATM services provided by Nigeria by banks and non-financial institutions stood as the most popular e-business platforms in Nigeria (Intermarc Consulting Limited, 2007). The report showed that awareness for various banking services rendered by Nigerian banks is mostly limited to the traditional banking services. The findings shows that 99% of the respondents were aware of savings account, while 92 were aware of current accounts and 72 percent are aware of local money transfer services. However, among the more modern banking services such as electronic banking, internet banking, point of sales (POS) transactions, money transfer, ATMS emerged as the most popular with 96 percent awareness level ATM awareness also ranked higher than awareness level about current accounts and slightly below savings account (Omankhanlen, 2007).

Hence, there is clearly a need to study the impact of automated teller machine (ATM) on bank customer satisfaction. It is against this background that the research sees the subject-matter worthy of investigation.

1.2     Statement of Problem

The impact of Automated Teller Machine cannot be ignored if meaningful goals and objectives are expected to be achieved.

Automated teller machine is introduced into the banking system to enhance good services delivery and efficient customer satisfaction. Presently Nigeria problem in automated teller machine is the use of outdated or inappropriate technology and lack of adequate knowledge all experience about the machine being use in another problem facing automated teller machine.

The success of our present day organization on how to satisfy customer or consumer by providing a good service of economic growth this end this research preoccupied with the

Banking And Finance Project MateriaLS PREVIEW

THE IMPACT EFFECTIVE CREDIT DOCUMENTATION IN COMMERCIAL BANK

THE IMPACT EFFECTIVE CREDIT DOCUMENTATION IN COMMERCIAL BANK

(A CASE STUDY OF FIRST BANK PLC KADUNA)

Click here to download our android mobile app to your phone  for more materials and others

COMPLETE PROJECT  MATERIAL COST 2500 NAIRA OR $10 , WITH THE SOFTWARE 30,000 NAIRA

. A FRESH TOPIC NOT LISTED ON OUR WEBSITE COST 50,000 NAIRA ( UNDERGRADUATE) OR 100,000 FOR SECOND DEGREE STUDENTS. $500. PLUS  FREE SUPPORT UNTIL YOU FINISH YOUR PROJECT WORK. CONTACT US TODAY, WE MAKE A DIFFERENT. DESIGN AND WRITING IS OUR SKILLED.  DESIGN AND WRITING IS OUR SKILLED.

Note: our case study can be change to suit your desire location . we are here for your success.

                                   ORDER NOW

MAKE YOUR PAYMENT  INTO ANY OF THE FOLLOWING BANKS:
 GTBANK
Account Name : Chi E-Concept Int’l
ACCOUNT NUMBER:  0115939447
First Bank:
Account Name: Chi E-Concept Int’l
Account Name: 3059320631

Foreign Transaction For Dollars Payment :
Bank Name: GTBank
Branch Location: Enugu State,Nigeria.
Account Name: Chi E-Concept Int’l
 Account Number:  0117780667. 
Swift Code: GTBINGLA 
Dollar conversion rate for Naira is 175 per dollar. 

Note:  We accept bank transfer, ATM cash transfer , Online payment using your ATM , Western union bank transfer.  We will respond to you anytime of the day. 

OR
PAY ONLINE USING YOUR ATM CARD. IT IS SECURED AND RELIABLE.

Enter Amount

form>DELIVERY PERIOD FOR BANK PAYMENT IS  LESS THAN 24 HOURS

CALL OKEKE CHIDI C ON :  08074466939,08063386834.

AFTER PAYMENT SEND YOUR PAYMENT DETAILS TO

08074466939 or 08063386834, YOUR PROJECT TITLE  YOU WANT US TO SEND TO YOU, AMOUNT PAID, DEPOSITOR NAME, UR EMAIL ADDRESS,PAYMENT DATE. YOU WILL RECEIVE YOUR MATERIAL IN LESS THAN 2 HOURS ONCE WILL CONFIRM YOUR PAYMENT.

WE HAVE SECURITY IN OUR BUSINESS.   

MONEY BACK GUARANTEE

ABSTRACT

The Impact of effective credit Documentation in commercial banks. The level and Magnitude of credit Mis-management has continued to increase in the financial system at an alarming rate, and very soon, the banks capacity to perform it’s traditional function of financial intermediation will be impaired and obviously, the real section of the economy will be adversely affected.  It is in view of this fact that the need for this research exercise arose, taking a through look into the scene of “portfolio management problems in commercial Banks” with first bank Plc Kaduna branch as case stitches. The research exercise states from chapter one with the statement of general problems, objectives, significant, scope limitation and delimitations, definition of terms, historical background of first bank and it’s organizational structure. Chapter two being the literature review dealt with issues like functions/debt management concept, etc. the central banks production guide lines for license banks also outline. chapter  three (research methodology) discussed research methods with particular emphasis on the method employed for this research exercise these methods employed were also justified. Chapter four data presentation and methodology presents some adverse effect of credit mis-management, also the analysis of response gotten from the respondents sampled out for the purpose of this research exercise. Lastly, chapter five shows the whole event in summary form then concluded by mentioning the various recommendations on how to improve on credit management in commercial banks

 

 

CHAPTER ONE Introduction

1.0    Introduction     –       –       –       –       –       –                –       1

  1. Historical background of the case study –   –       –       –       3
  2. Statement of General Problems  –       –       –       –       –       6
  3. Objectives of the study      –       –       –       –       –       –       8
  4.  Significance of the Study  –       –       –       –       –       –       9

 

CHAPTER TWO – Literature Reviews

2.0    Introduction –   –       –       –       –       –       –       –       –       11

2.1   The concept of credit Management in Commercial banks     12

2.2    The Impact of Effective Credit Management on

Commercial bank –    –       –       –       –       –       –       –       13

2.3    Credit Risk Management Strategy in Commercial Banks     15

2.4     The qualitative Procedures for Evaluating Commercial

Loan Proposal – –       –       –       –       –       –       –       –       18

2.11    Summary of the Chapter-        –       –       –       –       –       24

 

CHAPTER THREE – Research Methodology

3.0    Introduction      –       –       –       –       –       –       –       –       26

3.1    Research Methodology       –       –       –       –       –       –       26

3.2    Area of the Study-     –       –       –       –       –       –       –       26

3.3    Population of the study      –       –       –       –       –       –       27

3.4    Sample Size and Sample Technique   –                –       –       27

3.5    Sampling Technique and Justification –      –       –       –       27

3.6    Research Instrument-        –       –                –       –       –       27

3.6  Administration of Research Instrument-      –       –       –       28

3.8   Validity and Reliability –     –       –       –       –       –       –       28

CHAPTER FOUR – Presentation and Analysis of data

4.0    Introduction      –       –       –       –       –       –       –       –       36

  1.  Presentation of Data         –       –       –       –       –       –       36
  2. Major Findings- –       –       –       –       –       –       –       40
  3. Discussion and Summary of Findings-       –       –       –       41

CHAPTER FIVE – Summary, conclusion and Recommendation

  1. Introduction-    –       –       –       –       –       –       –       –       43
  2. Summary –       –       –       –       –       –       –       –       –       43
  3. Conclusion        –       –       –       –       –       –       –       –       45
  4. Recommendations-   –       –       –       –       –       –       –       45

Bibliography –   –       –       –       –       –       –       –       –       47

Appendix –        –       –       –       –       –       –       –       –       48

 

CHAPTER ONE

1.0   Introduction

Credit generally denotes loans and advances made either directly or indirectly by a creditor (lender) to a debtor (borrower) on the principles of different payment. The banks as a lender, provides credit facilities by making funds available to customers in agreed terms and condition of payment. The gain of this credit to the bank is supposed to be huge profit instead of this over the year, modern banks (particularly commercial banks) have been recording huge amount of bad debt provision which increase with each consecutive.

The term credit is the granting of money (loans) and advances to borrowers with the general expectation that they would honour their obligation to repay the fund with or without interest when due.

Credit is the means by which we are able to obtain immediate benefit of goods and services upon the promise of payment at a future date.

One of the main reasons for obtaining credit is that money which is our recognized unit of exchange is kept in relative short supply and although we may have enough credit for those items which we require but can not immediately afford and as these problems is not confined to individuals. A banks objective is to make money and one of the methods used to achieve this is by loans.

However, loans are only granted to those whom they have every confidences in and then as often as not, demand some form of security. The motive for leaning money is therefore to acquire profit for themselves and not out of favour to the customer. Although, we are not able to adopt such stringent attitudes, our motives for granting credit must be the same.

It is however, dishearten to note that not withstanding the level and magnitude of impact that the banks have on economy in terms of importance which is unarguably immense. Whenever money is always certainly a risk of not getting it back from such customers. It is this (non-payment of loan) that has made it necessary for this research to go into the area of credit management.

The impact of effective credit management as a process is very essential for banks because poor credit revaluation leads to poorly unstructured loans facilities that reduce the profitability and liquidity of the bank.

  1. Historical Background of the Case Study

First bank of Nigeria Plc is a leading banking institution in Nigeria with over a hundred years of banking experience, founded in 31st march1894 by a shipping magnate from Liverpool, sir Alfred Jones. It commenced as a small business bank in the office of elder Dampster and co. in Lagos.

Today, first bank of Nigeria Plc has diversified into a wide range of network of banking activities and services including commercial, merchant and international banking. And  has become appetent factor in the development of the country.

It was incorporated as Limited Liability company in London, with it’s head office in Liverpool under the corporate name “Bank of British West Africa; with a paid up of twelve Thousand Pounds sterling (£12,000)

Banking And Finance Project MateriaLS PREVIEW

THE EVALUATION OF CUSTOMER SERVICES IN BANKING INDUSTRY

THE EVALUATION OF CUSTOMER SERVICES IN BANKING INDUSTRY

(A CASE STUDY OF FIRST BANK NIGERIA PLC)

Click here to download our android mobile app to your phone  for more materials and others

COMPLETE PROJECT  MATERIAL COST 2500 NAIRA OR $10 , WITH THE SOFTWARE 30,000 NAIRA

. A FRESH TOPIC NOT LISTED ON OUR WEBSITE COST 50,000 NAIRA ( UNDERGRADUATE) OR 100,000 FOR SECOND DEGREE STUDENTS. $500. PLUS  FREE SUPPORT UNTIL YOU FINISH YOUR PROJECT WORK. CONTACT US TODAY, WE MAKE A DIFFERENT. DESIGN AND WRITING IS OUR SKILLED.  DESIGN AND WRITING IS OUR SKILLED.

Note: our case study can be change to suit your desire location . we are here for your success.

                                   ORDER NOW

MAKE YOUR PAYMENT  INTO ANY OF THE FOLLOWING BANKS:
 GTBANK
Account Name : Chi E-Concept Int’l
ACCOUNT NUMBER:  0115939447
First Bank:
Account Name: Chi E-Concept Int’l
Account Name: 3059320631

Foreign Transaction For Dollars Payment :
Bank Name: GTBank
Branch Location: Enugu State,Nigeria.
Account Name: Chi E-Concept Int’l
 Account Number:  0117780667. 
Swift Code: GTBINGLA 
Dollar conversion rate for Naira is 175 per dollar. 

Note:  We accept bank transfer, ATM cash transfer , Online payment using your ATM , Western union bank transfer.  We will respond to you anytime of the day. 

OR
PAY ONLINE USING YOUR ATM CARD. IT IS SECURED AND RELIABLE.

Enter Amount

form>DELIVERY PERIOD FOR BANK PAYMENT IS  LESS THAN 24 HOURS

CALL OKEKE CHIDI C ON :  08074466939,08063386834.

AFTER PAYMENT SEND YOUR PAYMENT DETAILS TO

08074466939 or 08063386834, YOUR PROJECT TITLE  YOU WANT US TO SEND TO YOU, AMOUNT PAID, DEPOSITOR NAME, UR EMAIL ADDRESS,PAYMENT DATE. YOU WILL RECEIVE YOUR MATERIAL IN LESS THAN 2 HOURS ONCE WILL CONFIRM YOUR PAYMENT.

WE HAVE SECURITY IN OUR BUSINESS.   

MONEY BACK GUARANTEE

ABSTRACT

This project titled “Evaluation of Customer Services in Banking Industry” (A case study of First bank of Nigeria plc). It is aimed at evaluating the level of customer services in the banking industry. It has been a wondering issue that majority of the banks in Nigeria do not recognize the importance of customers. They keep them than the necessary on the queue and give them embarrassment unnecessary. This project is designed to find out whether the customer are satisfied with all these situations. To carry out this work, the cross section of the bank employed used for these study is in known and the cross section of bank customer and survey research design in carrying out this work. This instrument used comprises of questionnaires, interviews, observation an documentary investigation. After collecting the data, it was tabulated and analyzed according to the theoretical manners. In this work, the researcher analyzed the relationship between the customer and the bankers with examining and highlighting the responsibilities and the rights of bankers to their customers. Different categories of customers were also examined and the right of each of them. The study makes the researcher to find out that the customer are not duly satisfied and that the cashier are the major contributors of the inefficient services rendered by the banks. Management also has its portion in contributing to inefficient services rendered in terms of control, direction and supervision.   Finally, the inefficient service rendered by the bank cannot keep the customer satisfied.

 

 

CHAPTER ONE

  1. Introduction                                                                  1
    1. Background to the problem                                          2
    2. Statement of the problem                                             5
    3. Objective of the study                                                   7
    4. Research hypothesis                                                     8
    5. Significance of the study                                               9
    6. Scope of the study                                                        10
    7. Historical background of First Bank of Nigeria Plc       11
    8. Definitions of terms                                                      14

CHAPTER TWO

  1. Literature review and theoretical framework                19
    1. Bank and customer relationship                                  19
    2. Banker’s duties and responsibilities                            25
    3. Types of customer                                                         28
    4. Duties owed by customer to his banker                       31
    5. Bank and customers legal relationship                        32
    6. Services offered by banks to their customers               35
    7. Customers complaints as regards to

banking services offered                                               38

CHAPTER THREE

3.0    Research methodology                                                  41

3.1    Introduction                                                                  41

3.2    Population and sample size                                          42

3.3    Sampling techniques                                                    43

3.4    Sources of method of data collection                            45

3.5    Method of data analysis                                                47

3.6    Justification for the choice                                           47

 

 

CHAPTER FOUR

4.0    Data Presentation, Analysis and Interpretation

4.1    Introduction                                                                  49

4.2    Data presentation                                                         49

4.3    Data analysis and interpretation                                  57

4.4    Testing of hypothesis                                           62

4.5    Summary of finding                                                      66

CHAPTER FIVE

5.0    Summary, Conclusion and Recommendation              68

5.1    Summary                                                                      69

5.2    Conclusion                                                                    70

5.3    Limitation of the study                                                 71

5.4    Recommendations                                                        72

Bibliography                                                                 76

Appendix                                                                       78

 

 

 

 

 

CHAPTER ONE

1.0   INTRODUCTION

Forms of banking have been in existence about 500 BC. The early bankers (the jews) lombandy in Italy transacted their business in the benches in the market place. The word.” Bank” It self is derived from Italian word “BANCO” which means “Bench” when a banker failed them this bench was broken up by the angry people (i.e depositors) hence the word “BANKRUPTCY” was derived from the “BANKCORRUPTION” which means broken bench.

 

This types of banking into not begin until the sixteenth century. Italian goldsmiths working in London began to expand their business activities to include safe keeping of valuables and money, when such valuables are represented and thus began to change hand in place of many and valuables. And become our present day bank notes.

 

The goldsmith with an age for profit were quick to realize that some of the money deposited with than could safely be bend out and realize interest. The practice was to be rewarding and many establishment tried to take advantages of this way to make easy profit.

 

Unfortunately due to bad management there were unconditional leading which led to the collapse of the business. In an attempt to alleviate. This undesirable situation the British government established the bank of England in 1694 and gave it the sole right to issue banknote. Being the first bank of England it soon brought about either the closure of the main banking system contained throughout the centuries, until when there are only major banks in England and all able to trace their origin back to the 16th and 17th centuries.

 

1.1   BACKGROUND TO THE STUDY

Banking business all over the world is all about providing various services to customers. These services range from accepting deposits from customers, payment of cheques on their behalf, issuing of advances and loans to them. All these are aimed at customers patronage where there is effective and efficient services provided by the bank.

 

Customers service is any activity that is aimed at pleasing or satisfying a client or customers to encourage more and more patronage.

Banks are not left out of these, this is because the existence is dependent on how much satisfaction they were able to give their

Banking And Finance Project MateriaLS PREVIEW

THE CONTRIBUTIONS OF INFORMATION TECHNOLOGY IN THE OPERATIONS OF BANKS IN NIGERIA

THE CONTRIBUTIONS OF INFORMATION TECHNOLOGY IN THE OPERATIONS OF BANKS IN NIGERIA

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CHAPTER ONE

1.1       INTRODUCTION: BACKGROUND TO THE STUDY

Information technology has already become the nervous system of banks the world wide. Banks all over the world realized that only those that overhaul the whole of their payment and services delivery systems and operations are likely to survive and prosper in this global world of technology. This is due to the pressure of globalization, consideration, deregulation and rapidly changing technology. In order to properly place themselves in favourably  positions to be reckoned with in the new country, banks are making use of information technology (IT).

They realized that the banking industry requires more of electronic manipulation and shuffling of bits based money and other banking transaction instead of paper. In order words, paper-based transactions. Whether a bank would be successful or not, depends on the total to which it is investing in IT and using IT in an innovative manner. The reason for this is the  fact that in the  future, banking transactions would be conducted in a cyber space.

1.2       STATEMENT OF THE PROBLEM

Generally, the banking industry in Nigeria has witnessed an unprecedented growth in the past decade. Banks have expanded their branch networks at a very rapid rate and there are now far more employees, larger customers and staff databases, more robust computer system and generally high level of automation and computerization. In view of the expansions, the followings are enumerate by the  researcher as the problems associated to the banks: –

  1. Lack of integrated computer data base in the Nigerian banks.
  2. Failure of banks to share ideas about new break though in IT world, they rather use it as a competitive advantage.
  3. Incessant downtimes experienced by most banks
  4. Too much reliance on external consultants for the maintenance of the systems and operations