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AN ASSESSMENT OF
CUSTOMER SERVICE IN FINANCIAL
INSTITUTION
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
Customer service in union bank of Nigeria plc garden Venue Enugu
2.2
The role of customer service department in union bank
2.3
Some service facilities provided by the bank.
2.4
Customer expectation as factors which affect their patronage of a bank.
2.5
Customers service benefits of Good customers service.
2.6
Causes and effect of poor customer service and suggested solution
2.7
Customer service in UBN garden avenue
2.8
Service strategies and polices
2.9
Attitude efficiency and motivation
3.0
Summary of the related literature
CHAPTER
THREE
3.0
Research methodology
3.1
Design of the study
3.2
Area of the study
3.3
Population
3.4
Sample and sampling techniques
3.5
Instrument used
3.6
Validity and reliability of the instrument
3.7
Method of data collation
3.8
Method of data analysis
CHAPTER
FOUR
4.0
Data presentation and analysis
4.1
Presentation of data
4.2
Data analysis
4.3
Test hypothesis
CHAPTER
FIVE
5.0
Finding conclusion and recombination
5.1
Summary of finding
5.2
Conclusion
5.3
Recommendation
Bibliography
Reference
Questionnaire
CHAPTER ONE
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,
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 consume of service without question as in very sellers
market. No wonder irojiegu achiever in
his article of pricing of commercial bank service in business time issue of
July II 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 under score 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 bank 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. Is characterized
by some today some tomorrow and next week syndrome.
This is buttered in one of the national daily newspaper last
few years in the heat of WAEC registration. An employee who was asking for two
day casual leave 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 to cash his cheque. Yet another a 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 inasset 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 de. 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
char5acteristics 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
- It is not dearf, the degree of staff customer relationship
in union bank of Nigeria Plc
- There are complaints from the customer 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
characteristic of bank staff and their customers 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 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 staff customers of the union
bank of Nigeria Plc?
-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 relation
ship between union bank plc staff and customer of the graden Avenue branch
Enugu?
-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 some body 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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