AN ASSESSMENT OF CUSTOMER SERVICE IN FINANCIAL INSTITUTION. (A CASE STUDY UNION BANK OF NIGERIA PLC ENUGU).
- Type:Project
- Pages:81
- Format:Microsoft Word
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 and in the right manner. The issue of efficient service in banking industry has being given serious attention nojt only byj them management because of the competitive nature of banking inidustry in Nigeria. This fact and also the view that human needs Are insatiable underscore the need. For a study to improve the services rendered to customers.
Bearing the stated problem in mind this research work has been designed to explore ways at correcting the problems and at improving on the services. This research work is designed to;
- Find out the characteristics of bank staff and their customers with particular reference to the union bank of Nigeria Plc
- Determine the adequacy of the resources both human and materials for effective operations
- To find out if the aims and objectives of the banks are being achieved.
- To find the degree of staff customer relationship.
- To determine the extent of customers complaints’ about non- satisfactory series.
- Causes and effect of poor customers service and suggested solution.
The view is the commercial banks should provide prompt,. Friendly, courteous,, orderly efficient and satisfying service to her customer. Meanwhile, this research work is limited because of time constraint, finance involved and some times non-response from people intervened.
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
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