This research work was aimed at list for creating customer patronage for Bank services. Using Diamond Bank Nig. Plc as the case study. The study also examined the commitment of the bank towards ensuring a better service and to better advice in the appropriate percentage of the Quality of service to be used so as to increase the customers patronage of the Diamond Bank Nig. Plc.
-Other objectives are to determine how this service quality helps to generate patronage for Diamond Bank.
-To determine how reliable is the service delivery system of Diamond Bank.
-And determine how long is taking Diamond Bank to serve its customers of any point in time.
To achieve this, directly related literature was reviewed. Also questionnaires were distributed to both the management/staff of the Diamond Bank Nig. Plc and their responses as well as to collect data to lest the hypotheses for the study.
The population of this study is restricted to the relevant staff/management which I about (69) sixty â€“ nine and for the customers is about (100, 000) Hundred thousand. The sample size was determined (Three Hundred and Ninety - eight).
In analyzing the research instrument used, Chi â€“ Square method of statistical analysis were used to anlyse and test of hypotheses.
The findings of the study are as follows:-
-That the productivity of bank staff depended not only on how their efforts are appreciated.
-That the staff of the Diamond Bank have the necessary facilities which enable them to meet customers demand of the right time.
-That the Diamond Bank ensures the security of customer deposits.
-That the staff of the Diamond Bank are quarterly appraised to check their Job performance.
Based on the above findings, the following recommendations were equally made:-
-The percent level of service delivery should be maintained and imposed upon in order to enhance their performance.
-The policies establishing quality and which is a guide to quality assurance should be constantly reviewed to meet up with the ever-dynamic environment of business.
-The numerous products on offering or to be offered to the customers should be brought to their notice through the appropriate promotional strategy.
Based on the findings and recommendations already highlighted above conclusions was therefore made that all hands must be on desk to ensure that the grounds covered are maintained and improved upon daily.
Finally, if the above recommendations are strictly adhered to the Diamond Banks Nig. Plc will definitely always involve on its service quality.
TABLE OF CONTENTS
Table of contents
1.1 Background of the study
1.2 Statement of the problem
1.3 Objectives of the study
1.4 Hypotheses formulation
1.5 Significant of the study
1.6 Scope of the study
1.7 Definition of the terms
2.1 Overview of the study
2.2 Importance of service to marketing
2.3 Overview of quality
2.3.1Dimensions of quality
2.3.2Dimensions of quality
2.3.3Satisfaction an profitability
2.4 Measuring of service quality
2.5 The place of quality service.
2.5.1Bank marketing management
2.6 Diamond bank and the concept of service quality.
2.6.2Bank customer relationship
2.7 Impact of service quality on diamond bank nig. Plc.
2.8 Total quality management and diamond bank nig. Plc.
3.1 Sources of data
3.2 Population of the study
3.3 Determination of the sample size
3.4 Research instrument used
3.5 Sampling technique/data treatment and analysis
Presentation, analysis and interpretation of data
4.1 hypotheses testing
Summary of findings, recommendation and conclusion
5.1. Summary of findings
SERVICE QUALITY â€“ A CATALYST FOR CREATING CUSTOMER PATRONAGE FOR BANK SERVICES (A CASE STUDY OF DIAMOND BANK NIGERIA PLC ENUGU MAN BRANCH ENUGU)
SERVICE QUALITY – A CATALYST FOR CREATING CUSTOMER PATRONAGE FOR BANK SERVICES. A CASE STUDY OF DIAMOND BANK NIGERIA PLC ENUGU MAN BRANCH ENUGU. ABSTRACT This research work was aimed at list for creating customer patronage for Bank services. Using Diamond Bank Nig. Plc as the case study. The study also examined the commitment of the bank towards... Continue Reading
ABSTRACT This research work was aimed at list for creating customer patronage for Bank services. Using Diamond Bank Nig. Plc as the case study. The study also examined the commitment of the bank towards ensuring a better service and to better advice in the appropriate percentage of the Quality of service to be used so as to increase the customers... Continue Reading
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... Continue Reading
ABSTRACT 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... Continue Reading
ABSTRACT The aim of the study is to find out the extent of Bank/Customer relationship bearing in mind the poor quality of services rendered in banks. Traders to achieve a good and accurate result the researcher split the work in five distinct chapters, each with different objectives. To guide the study, four questions were formulated. A review of... Continue Reading
In modern society, economic prosperity and progress depend largely on the quality of leadership. This is true of nation states as it is of individuals or generate among policy makers, corporate executives and investors are largely justified. Leadership is very essential in an organization because achievements and results occur corollary to the... Continue Reading
AN ASSESSMENT OF CUSTOMER SERVICE IN FINANCIAL INSTITUTION. (A CASE STUDY UNION BANK OF NIGERIA PLC ENUGU). ABSTRACT Service is the central bank motto in the distribution of its various production packages and marketing strategy implementation. Customer are satisfied when they get the service they want at the right time, right place , right price... Continue Reading
THE IMPACT OF INFORMATION TECHNOLOGY IN MARKETING PRODUCT AND SERVICES (A CASE STUDY OF ECO BANK ENUGU MAIN BRANCH) ABSTRACT This research work is an attempt to critically and exhaustively examine the pattern and functions of adaptation of information technology service and product industry. It is also aimed at making an in-depth analysis of how... Continue Reading
1.1 BACKGROUND OF THE STUDY Man, Since the past ages, has been battling with procurements of a reasonable standard of living and the ways of managing his perpetual inadequate. The eventful development of organised Society had to the Institution of government. During the 15th Century, when mercantilism was the order of the, government had right to... Continue Reading
ABSTRACT Nigeria as an importance and first growing country in Africa has in recen years acquired most important role in the work economy. May banks a number of financial institution have taken their rightful place in Nigerian economy. This has resulted a change in test expectations and increasing sophistic cated of the populace. The effect of... Continue Reading