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COMPUTERIZATION OF CUSTOMER SERVICES IN NIGERIAN BANKS
ABSTRACT
This
write up is an attempt to throw more
light on the computerization of customers services in Nigeria
This is the
basis function of any bank but
unfortunately this function seems to cause most of the banks inability to meet
customers demand with the computer being the fastest mode of data processing,
Nigerian bank has how employed the use of computation customer services, which
has proven to improve their performance. In view of this research project to
analyze the use of computer in customers services in Nigerian banks with the
main purpose of identifying problems, advantages, disadvantages and also
suggesting variable ways of enhancing good or better customers services in
Nigerian Banks talking about the United
Bank for Africa as a case study.
TABLE OF CONTENT
Title page “ “ “ “ “ “ “ “ “ i
Declaration “ “ “ “ “ “ “ “ “ ii
Approval “ “ “ “ “ “ “ “ “ iii
Dedication “ “ “ “ “ “ “ “ “ iii
Acknowledgement “ “ “ “ “ “ “ “ iv
Abstract “ “ “ “ “ “ “ “ “ vi
Table of
content “ “ “ “ “ “ “ “ vii
CHAPTER ONE
1.1 General Background of the study “ “ “ “ 1
1.2 problem statement “ “ “ “ “ “ 3
1.3 Aims and Objectives of the study “ “ “ “ 3
1.4 Significance of the study “ “ “ “ “ “ 5
1.5 Hypothesis of the study “ “ “ “ “ “ 6
1.6 Scope of the study “ “ “ “ “ “ 7
1.7 Summary “ “ “ “ “ “ “ “ 7
CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction “ “ “ “ “ “ “
8
2.2 History of computers “ “ “ “ “ “ 11
2.3 classification of computers “ “ “ “ “ 13
2.4 classification of type “ “ “ “ “ “ 13
2.5 classification by purpose “ “ “ “ “ 14
2.6 classifications by the age of technology “ “ “ 14
2.7 Advantages of computer in banks “ “ “ “ 16
2.8 operation of United bank for Africa Plc “ “ “ 18
2.9 Control in EDP system ‘ ‘ “ “ “ “ 20
2.10 Summary “ “ “ “ “ “ “ “ 22
CHAPTER THREE
3.0 Research Methodology “ “ “ “ “ “ 24
3.1
Introduction “ “ “ “ “ “ “ “ 24
3.2
Description of population “ “ “ “ “
25
3.3
sample of
the study “ “ “ “ “ “ “ 26
3.4
instrument used “ “ “ “
“ “ “ “ 28
3.5
Data gathering procedures “ “ “ “ “ 29
3.6
Data analytical procedures “ “ “ “ “ 30
CHAPTER FOUR
4.1 Introduction “ “ “ “ “ “ “ “ 31
4.2 Presentation of personal interview data “ “ “ 32
4.3 entries posting “ “ “ “ “ “ “ 37
4.4 Summary “ “ “ “ “ “ “ “ 41
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
5.1
Summary “ “ “ “ “ “ “ “ 42
5.2
Conclusion “ “ “ “ “ “ “ “ 45
5.3
Recommendation “ “ “ “ “ “ “ 46
Bibliography “ “ “ “ “ “ “ 48
Appendix ‘ “ “ “ “ “ “ “ 49
CHAPTER ONE
INTRODUCTION
1.1 GENERAL
BACKGROUND OF THE STUDY
The United bank for African plc has it’s
antecedents rooted in that of its processor. British and French bank limited.
The British and French bank Limited itself, metamorphosed from Banque National
Pource commerce et al industries of paris
(establish in 1952) Massrs E.G. Humgerbulher and C.H. Baker arrived in Nigeria
But men made the British and French bank, Mr.
Hungenblulen left shortly after the bank was established while Mr. Baker stayed
back for few years as aim officer. Another big influences are the establishment
of the bank was Mr. Herte Wroche. He was the head of the international division
at BNCI and contributed immensely to the rapid growth of the new bank. In May,
1949, the British and French Bank began, operation in Nigeria , at 117, broad Lagos Broad street
The bank when public under French man who was
seconded from BNCI Paris in 1960 in accordance with the policy and intention of
the French owns of the bank to sell of some of its shares to Nigerians. On
February 23 196, the United Bank for Africa Plc was incorporated to takeover
the asset and liabilities of the British and French bank. The official opening
of the bank for business under the new name was on October 3rd 1961.
Its registered office was at 129129 broad street, Lagos
with it
establishment UBA became the
first Bank among the international banks
operating in Nigeria
Its paid up capital was over four million the
following banking were.
-
British and
French bank
-
Bank Nazi
onaledell laurro of Italy
-
Moute Dei Paschi desiena of Italy
-
Banks Trust of
New
York , USA
-
Amsterdam
Rottedam Bank of Holland
By 1961 the
bank had grown from the its one office structure to 10 Branches located in Lagos, Kano, Kaduna
and Porthacourt from that time the bank starts to grow strength to strength. Today UBA Plc has over two hundred and fifty branches spread across
the country with experience staff posted
to every branch. It has a string
capital base and rated as third strength. Bank in the country interms of capital
base and asset
1.2 PROBLEM STATEMENT
Findings and research about this research project
problem is critical and serious in banks because of the increase of employment
of unqualified staff and poor service render to customers in banking industries
over the years (1998-2002) appears to indicate unambiguously the lack of computerization of customers services
in the banking industry is the main
cause of those defects
Low productivity among the commercial banks are
also cause by lack of computerization of customer service of bank and are
hardly solved without the use of
computers in the banking industries.
1.3 AIMS AND OBJECTIVESOF THE STUDY
Generally, before any research is carried out
there most be an aim to that exercise this are the aims:
-
Analyzing the
role of computer in the activities of the bank as its effect on customer services.
-
To relate the
role to its practical application in united bank for Africa UBA Plc
-
To demonstrate
the need for computerized customer services in UBA Plc
-
To appraise
the future and or bankers of computer as it affects customer service in banks
(if any)
-
To offer
suggestion where possible to some problem faced and to recommend to users
certain producer that will enhance the achievement of effective and efficient
computerized customers services in UBA Plc.
-
To contribute
to knowledge generally.
1.4 SIGNIFICANCE OF THE STUDY
The significance of the study is that the
customers and staff of UBA Plc in particular and the public in general will be
able to know the importance attached to the use of computer in the banking
industries with special reference to UBA Plc Kaduna main branch.
They will also be able to know how efficiency
affects the customers of the bank.
At the end of this research work, the researcher’s
knowledge will also increase as to the use computer in UBA Plc and the
advantage attached to it.
1.5 HYPOTHESIS OF THE STUDY
Hypothesis is a guess of specific expectation
about the nature of things derived from problem, it is a tentative and testable
explanation usually in declaration from the relationship between variable
either general or specific.
Alternative: The computerization of customers
services is UBA Plc Kaduna main Branch has no effect to customers.
Null: the presence of computer in UBA Plc Kaduna
Branch has greatly enhance the reliability and attentiveness of services
rendered to customers”
These are assumptions that this research work is
to confirm true or otherwise.
1.6 SCOPE OF THE STUDY
The focus of the
research work covers computerized customers services in UBA Plc, Kaduna Branch
as a case study. The study is therefore limited to the Kaduna Kaduna
State
1.7 SUMMARY
In view with the significance of the introduction
of computer to banking sector, the
customers and staff of United sector, the customers and staff of United bank
for African Plc in particular and the public in general will be able to know
the importance attached to the introduction of computer.
And also the researcher of this project work will also increase in knowledge about computer and advantage
attached to it.
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