AN EVALUATION OF BANK AND
CUSTOMER RELATIONSHIP IN NIGERIA BANKING SERVICE
(A CASE STUDY OF ACCESS BANK DURING THE PERIOD 2009-2011)
The main of this study is to find out the extent of bank/customer relationship in Nigeria as a developing economy (a case study of Union of Bank Okpara Avenue Enugu). This work will be divided into five chapters. The first chapter is going to be the introductory part of the research work. This chapter will contain the background of the study, statement of problems, research question etc. Chapter two will contain the literature review. This means other recognized authors view or ideas on the same subject matter. Chapter three will take care of the research methodology and method of data collection and analysis. The presentation and analysis of data will be dealt with in chapter four of the study. Simple random and stratified sampling is going to be used to draw the sample size of the study; two hypotheses will be set for the study. Questionnaires and oral interview have to be used as the main instrument of data collection. Based on the finding and conclusion will be drawn and recommendations will also be in the last chapter of the work which is the fifth chapter.
TABLE OF CONTENTS
1.1 Background of the study
1.2 Statement of the Problem
1.3 Objective of the Study
1.4 Research Questions
1.5 Research Hypothesis
1.6 Significance of the Study
1.7 Scope of the Study
1.8 Limitation of the Study
1.9 Definition of Terms
2.0 Review of Related Literature
2.1 Definition of Banks
2.2 Bank/ Customer Relationship
2.3 Duties of The banker to the Customer
2.4 Bank Rights
2.5 Yardsticks for Bank Performance
2.6 Complaints of the Customer Concerning
2.7 Improving Bank Performance in Nigeria
2.8 The Marketing Concept and Service
2.9 Assessment of Bank/ Customer Relation
Research Design and Methodology
3.1 Research Methodology
3.2 Research Design
3.3 Area of Study
3.4 Population of the study
3.5 Sample Size
3.6 Instrument for Data Collection
3.7 Validity and Reliability of Instrumen
3.8 Method of Data Collection
3.9 Method of Data Analysis
Presentation and Analysis of Data
4.1 Data Presentation
4.2 Test of Hypothesis
Summary of Findings, Conclusion and Recommendations
5.1 Summary of Findings
1.1 BACKGROUND OF THE STUDY
Most times advert on our television, radio and bill boards by banks in the country have always tired to express how excellent and prompt their services are. In the adverts, they try to show the high quality of services provided to customers that patronize their own particular bank. By implication they try to iunform the public that they (bank) are capable of providing quickly prompt and courteous services of their customers.
Notwithstanding all these advertisement shown by the banking industry have been criticized by different segment of the society over the poor quality of services it lenders to customers.
Presently in some banks slow pace of work is still observed resulting in long queues even to obtain a cheque booklet is characterized by the come tomorrow, come next week syndrome, bank customers are still treated with laxity and in most times banks workers still exhibit poor attitude to work. The resultant effect of this nonchalant attitude to work, which is exchange of words between the bank staff and customers still obtains. The issue of difficulty in obtaining loan in our banks have persisted.
All these problems does augur well for bank/customer relationship especially in a developing economy like ours where banking habits have not been fully developed. Based on this, it become imperative for a study to be carried out with a view to found out what actually is the true position of the relationship between the bank and customers. Also with the recent development in financial sector, where customers patronage depend on how well a customerís problem when the study is completed.
History of UBN Plc
Union bank of Nigerian plc was incorporated in 1969 as a wholly owned subsidiary of bardages bank international limited and renamed bardages bank of Nigeria limited, itís ownership structure remained uncharged until 1971 where 8.33% of the banks share exchange. As a result of the Nigeria enterprises promotion decree 1972, the federal government of Nigeria acquired 51.67% of the bank shares which left bardays bank plc London with 40%.
In 1986, union bank of Nigeria plc become the first bank in Nigeria to achieve the N1 billion mark in savings deposits. Since then, its saving deposits have increased tremendously. Currently, the bank has one of the largest asset an deposit bases among nigeriaís financial institutions, totaling N275.2 billion and N204.4 billion for the last financial year ended march 31, 2002 respectively.
Also its gross earning stand at N3.19 billion, which a current core capital of N28.8 billion, representing an increase of 134 percent over the fighting for the preceding financial year. The bank remains one of the most capitalized financial institution in the sub-saharan region. Its share are also most sought after in the industry today.
Last October, it offered a right issue of 838.95 million ordinary shares of 50 kobo each as N1800 per share an oftar that reffed a total of N15.350 billion which transcends to an over supsription of N249 million approximately two percent above the initial target. This is a dear manifestation of the soundness of the bank and the high level of investors confidence.
Union bank of nigeria plc powerful position as one of nigeria leading banks is epitomized by its new headed office, which at 32 high, is the fewest and one of the grandest building on the west coast of Africa.
The bankís board is led by the chairman, elder kalu uke kola, while the group managing directory Chief executive management team.
Union bank of nigeria plc offers an unrivalleged range of products to its clients. These can be produced in two categories.
(A) Generalized services: currently, savings and deposits accounts funds acceptance, credit currency domiciliation loans and over drafts.
(B) Tailor made services: equipment leasing commercial papers, bankers acceptance, credit information services trade enquires, import export documentation and finance.
Union of bank of nigeria plc has once again won the bank of the year award since its establishment in 1917 union bank of nigeria plc has been in the vanguard of economic development and growth of nigeria and this has won it may lantals for three consecutive years (2000, 2001,2002) if was renamed the number one bank in nigeria by the banker magazine, a sister publication of the influential financial times of London.
Union bank of nigeria plc over 313 branches including those of its subsidiaries, an off share branch in the city of London and representative office in Johnesburg, south Africa Ė the only Nigerian bank to have a presence there.
Union bank of nigeria plc is one of these core shareholders in a consortium of 39 banks that promotes the use of smart-cards in nigeria. With a 35% equity, the bank remains the largest shareholders of one of the most profitable discount houses in the country consolidated discounts limited.
Union bank of nigeria plc won the central bank of nigeria (CBN) best agric support bank award since its inception in 1993. CBN best state farmer of the year award since its inception in 1993, CBN best state farmer of the year award in 1995. It has also won the nigeria stock exchange presidents merit award more times than any other bank in the country.
Other awards by the bank are securities and exchange commission special award 2000 in recognition of the ban meritorious service and contribution to the development of the Nigerian capital market as registers and the aidor brand award 2001 the brand excellence award for the banking industry among others.
No bank can succeed in todayís economics work/without excellent information technology provision which include not onlu software but ensuring that employee are fully trained on all the bank system, union bank of nigeria plc is no exception. It has vigorously implemented flex solution. Flexacube-flexible comprehensive universal banking environment software, which is now used by at least 13 other banks in nigeria sure introducing owing real time. The bank has also placed 50 other locations on the VSAT-cable the wide area network.
With flecube as the backbone of its ITS system union banks of nigeria plc has introduced several electronic products these includes: union e- link, telephone banking, union value-card and automated teller machine (ATM).
Union bank of nigeria plc has developed into the largest financial supermarket with five subsidiaries including union home saving and loans limited, a mortgage outfit, union trustee limited, which undertakes transleeship and position and pension fund management union merchant bank limited a wholesale banking sub-sector, union store brokers, a stock broking firm and union assurance company limited which provides insurable services, each of them has stamped its foot in the relevant subsector.
1.2 STATEMENT OF PROBLEM
The main of any manager of a bank is to satisfy the need and desires of his customers and also to create to banking habit among the people with the environment. The customer relatives desk is the hear beat of any banking operations. Through efforts have been made towards achieving this objective, it has not been easy due to the following problems.
(a) Poor attitude to work by bank staff.
(b) Frauds perpetrating by both bank staff and customers
(c) Inadequate modern equipment such as computer.
(d) The problem of distress in the industry.
(e) Poor communication services, unreliable power supply and telecommunication system.
(f) Lack of adequate training on the part of the staff
(g) Lack of education and experienced staff
The poor relationship existing between the bank and its customers is usually attributed to these problems affects the bank customers relationship in a developing economy like nigeria.
1.3 OBJECTIVES OF STUDY
The research tends to find out the true position of bank/customer relationship in respect of the services that bank render to their customers whether these services were cherished or not. Also services recommendations were equally made on what can be done within the banking industries to improve their services to customers.
This study has specifically the following objectives which the researcher wants to achieve.
(1) Generally one the object, educate and colligate on the relationship between bank customer.
(2) It also seeks the needs for cordial relationship between bank/customer especially in this complex society like our.
(3) To instill a high sense of openness, freedom and liberty among banks customers.
(4) The projects seek to advice policy makers especially in banking industry and the economy in nigeria on how to come up with comprehensive policy directive and planning.
(5) Finally, it seeks to re-oriantace people attitude and perception towards banking industry. It will help people to understand banking profession as a friendly organization.
1.4 RESEARCH QUESTIONS
The research questions which guide the study are:
(a) How does poor attitude to work by staff affect the bank/customer relationship?
(b) Is the prevalent communication network in union bank plc good enough to enhance customer/bank relationship in a developing economy?
(c) To what extent does frauds perpetrated by both staff and customers affect the bank and customers relationship.
(d) Does management encourage workers by conducting in house training on the part of their staff.
(e) How does lack of educated and inexperienced staff affects bank/customers relationship.
1.5 RESEARCH HYPOTHESES
H0: Poor attitude to work by staff affect the bank customer relationship in deceive has no friendly attitude between the bank and its customers.
H1: Poor attitude to work by staff do not affect the bank customer relationship in deceive has no friendly attitude between the bank and its customers.
H0: the prevalent communication network in union banks plc is good enough to enhance bank/customer relationship in a developing economy.
H2: the prevalent communication network in union banks plc is not good enough to enhance bank/customer relationship in a developing economy.
H0: Management encourages workers because there is poor in house training on the part of their staff.
H3: Management does not encourage workers because there is poor in house training on the part of their staff.
H0: lack educated and inexperienced staff affected bank/customer relationship because it well lead to poor management which scares customer away.
H4: lack educated and inexperienced staff does not affect bank/customer relationship because it well lead to poor management which scares customer away.
1.6 SIGNIFICANCE OF STUDY
The study provides means of achieving lasting solution and problems that have prevented the harmonious bank and customer relationship various ways of providing better banking services and overall also be stressed finally, manager of banks will also learn how best to handle customerís problems.
1.7 SCOPE OF STUDY
The study discussed in detail the bank/customer relationship in respect of services banks render the cause of by queues and times wasted in a bid to obtain services, union bank of Nigeria plc okpara avenue Enugu branch.
1.9 DEFINITION OF TERMS
Some of the terms which the researcher used in this prefect are defined below.
Bank: Establishment for keeping money and valuables them safety, the money being paid out customers order ( by means of cheques).
Merchant Bank: a bank whose business include receiving deposits on deposit account, provision of finance consultancy and advisory services relating to corporate and investment matters, making or managing investment on behalf of any person.
Community Bank: a bank whose business is restricted to a specific geographical area in Nigeria.
Customer: is a person who open account, cash or deposit cheques, do foreign transaction business make enquires other is reciprocal.
Developing: continual and irreversible growth towards achieving full development.
Cheque: written order (usally on a printed form) to a bank to pay money and pay in cach.
Deposit: put or store for safe keeping example money, document, etc.
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