THE EVALUATION OF CUSTOMER SERVICES IN BANKING INDUSTRY


For more Info, call us on
+234 8130 686 500
or
+234 8093 423 853
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. 
 
TABLE OF CONTENT
Title page i
Approval page ii
Declaration iii
Dedication iv
Acknowledgement v
Abstract viii
Table of content iv

CHAPTER ONE
1.0 Introduction 1
1.1 Background to the problem 2
1.2 Statement of the problem 5
1.3 Objective of the study 7
1.4 Research hypothesis 8
1.5 Significance of the study 9
1.6 Scope of the study   10
1.7 Historical background of First Bank of Nigeria Plc 11
1.8 Definitions of terms 14

CHAPTER TWO
2.0 Literature review and theoretical framework 19
2.1 Bank and customer relationship 19
2.2 Banker’s duties and responsibilities 25
2.3 Types of customer 28
2.4 Duties owed by customer to his banker 31
2.5 Bank and customers legal relationship 32
2.6 Services offered by banks to their customers 35
2.7 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

THE EVALUATION OF CUSTOMER SERVICES IN BANKING INDUSTRY
For more Info, call us on
+234 8130 686 500
or
+234 8093 423 853

Share This
Payment Instruction
Bank payment for Nigerians, Make a payment of ₦ 5,000 to

Bank GTBANK
gtbank
Account Name Obiaks Business Venture
Account Number 0211074565

Bitcoin: Make a payment of 0.0005 to

Bitcoin(Btc)

btc wallet
Copy to clipboard Copy text

500
Leave a comment...

    Details

    Type Project
    Department Business Administration and Management
    Project ID BAM2320
    Fee ₦5,000 ($14)
    No of Pages 92 Pages
    Format Microsoft Word

    Related Works

    THE ROLE OF MANAGEMENT INFORMATION SYSTEM IN IMPROVING CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA PLC) PROPSAL This research work was aimed at determining the extent to which the role of management information system will improve customer services in United Bank for Africa (UBA) Plc with much emphasis on the... Continue Reading
    (A CASE STUDY OF FIST BANK NIGERIA LTD ENUGU) ABSTRACT This research work is to examine “Evaluation of Customer Service and relationship marketing in the banking industry with reference to first Bank Nig. Ltd Enugu was carried out to evaluate the relationship... Continue Reading
    ABSTRACT This research work was aimed at determining the extent to which the role of management information system will improve customer services in United Bank for Africa (UBA) Plc with much emphasis on the impact of computerization of its operations. A structured questionnaire made up of a little combination of dictatorship and open ended... Continue Reading
    ABSTRACT This research work was aimed at determining the extent to which the role of management information system will improve customer services in United Bank for Africa (UBA) Plc with much emphasis on the impact of computerization of its operations.  A structured questionnaire made up of a little combination of dictatorship and open ended... 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
    USING MANAGEMENT INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF INTER-CONTINENT BANK) ABSTRACT This research work was aimed at determining the extent to which the use of man agreement information system will improve customer services in inter-continental bank with much emphasis on the impact of... 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 This research work was aimed at determining the extent to which the use of man agreement information system will improve customer services in inter-continental bank with much emphasis on the impact of computerization of its operations.  A structured questionnaire made up of a little combination of dictatorship and open ended questions... Continue Reading
    ABSTRACT This research work was aimed at determining the extent to which the use of man agreement information system will improve customer services in inter-continental bank with much emphasis on the impact of computerization of its operations. A structured questionnaire made up of a little combination of dictatorship and open ended questions was... Continue Reading
    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... Continue Reading
    Call Us
    Get this work
    whatsappWhatsApp Us