THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY

(A CASE STUDY OF UNION BANK OF NIGERIA

ENUGU MAIN BRANCH)

ABSTARCT

 

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 organizaiton 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

 

Title page

Approval page

Dedication.

Acknowledgement

Abstract

Table content

List of table

 

 

CHAPTER ONE

INTRODUCTION

1.1     Background of study.

1.2            Statements of problem.

1.3            Purpose of study

1.4            Scope of the study

1.5            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

2.2            Dynamism and marketing of commercial banks service

2.3            Customers service strategies and   policies

2.4            Factors influencing bank service

2.5            Management banks density communication socio-economic factor government control

2.6            Performance appraisal

2.7            Motivation

2.8            Problems of marketing of bank service

Reference

CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

3.1     Research design

3.2            Area of the study

3.3            Population of the study size

3.4            Instrument for data collection

3.5            Validation of the instrument

3.6            Reliability of the instrument

3.7            Method of data collection

3.8            Method of data analysis

Reference

 

CHAPTER FOUR

 DATA PRESENTATION & ANALYSIS

4.1             Presentation and analysis of data

4.2            Testing 

4.3            Summary of result

Reference

CHAPTER FIVE

DISCUSSION RECOMMENDATION AND CONCLUSION

5.1            Discussion of result and findings

5.2            Conclusion

5.3            Implication of the research finding

5.4            Recommendations

5.5            Suggestions for further research

Bibliography

Appendix

Appendix 2

References

 

LIST OF TABLE

 

Table 4.1    Sex distribution

Table 4.2    Status of respondents

Table 4.3    Educational qualification

Table 4.4    Rating of bank customer related

Table 4.5    Adequacy of man power

Table 4.6    Satisfaction with service rate of bank staff

Table 4.7    inefficiency of banks staff

Table 4.8    Training motivation and service rate

Table 4.9    Recommmendation for improved service delivery

Table 4.10  Staff service rate and bank  profitability

Table 4.11  Bank efficiency and bank profitability

Table 4.12  Relationship between improved service delivery efficiency and

Bank profitability   

 

 

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

 

1.1            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