THE EVALUATION OF CUSTOMER SERVICES IN BANKING INDUSTRY

(A CASE STUDY OF FIRST BANK NIGERIA PLC)

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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

2. 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 16^th and 17^th 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