BANK/CUSTOMER RELATIONSHIP IN NIGERIA AS A DEVELOPING ECONOMY (A CASE STUDY OF UNION BANK OF NIGERIA PLC OKPARA AVENUE ENUGU BRANCH)
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 literature was done to expose the researcher to what was already been done to ensure sound understanding of bank/customer relationship in a developing economy. One structured questionnaire was developed and administered to 100 bank staff management indusive and 50 customers making a total of 150 questionnaires. 25 item questionnaire was used and the data covered were analyzed using percentage findings were and recommendation based on it were also made.
Also discussion, implication of the result, limitation of the study and the conclusion were highlighted in the study.
The aim of this study is to find out the extent of Bank/Customer relationship in Nigeria as a Developing Economy (A case study of Union 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 dealth 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 use as the main instrument of data collection.
Based on the findings, and conclusion will drawn and recommendations will also be made in the last chapter of the work which is the fifth chapter.
TABLE OF CONTENT
Approval page iii
Table of content
1.0 Banker/Customer relationship in developing economy 1
1.1 Background of the study 1
1.2 History of U.B.N Plc 2
1.3 Statement of problem 7
1.4 Research question 8
1.5 Purpose of the study 9
1.6 Significance of study 10
1.7 Scope of study 10
1.8 Limitation of study 10
1.9 Statement of hypothesis 12
1.10 Definition of terms 12
2.0 Review of Related Literature 15
2.1 Definition of Bank and Customers 16
2.2 Bank/Customer relationship 17
2.3 Duties of the bank to the customer 19
2.4 Banker rights 23
2.5 Yardstick for measuring bank performance 24
2.6 Complaints of the customer. The services offered to them. 26
2.7 Improving Bank performance in Nigeria 28
2.8 The marketing concept and services orientation 33
2.9 Assessment of Banker/Customer relationship 36
3.1 Research methodology 43
3.2 Research Design 43
3.3 Area of study 43
3.4 Population of study 44
3.5 Instrument for data collection 47
3.6 Validity and reliability of the instrument 50
3.7 Method of data collection 51
3.8 Method of data analysis 51
3.9 Research Question 52
5.1 Summary of findings 82
5.2 Recommendations 85
5.3 Conclusions 88
5.4 Suggestions for further study 89
APPENDIX AND QUESTIONNAIRE 94
1.0 BANKERS/CUSTOMERS RELATIONSHIP IN A DEVELOPING ECONOMY
1.1 BACKGROUND OF THE STUDY
Most times advert on our television, radio and bill boards by banks in the country have always tried 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 inform the public that they (bank) are capable of providing quick, prompt and courteous services to their customers.
Notwithstanding all these advertisement shown by the banking industry have been criticzed by different segment of the society over the poor quality of services it renders to the 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 not 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 becomes imperative for a study to be carried out with a view to find 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 customer is treated. It will be interesting for managers of bank to know how to handle customer’s problems when the study is completed.
1.2 HISTORY OF UBN PLC
Union Bank of Nigeria Plc was incorporated in 1969 as a wholly owned subsidiary of Bardages Bank international limited and renamed Bardags bank of Nigeria limited, it’s ownership structure remained unchanged until 1971 where 8.33% of the bank’s shares were offered to Nigerians. In the same year, the bank was listed on the Nigeria stock