Bank/customer Relationship In Nigeria As A Developing Economy (a Case Study Of Union Bank Of Nigeria Plc Okpara Avenue Enugu Branch)

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BANK/CUSTOMER RELATIONSHIP IN NIGERIA AS A DEVELOPING ECONOMY (A CASE STUDY OF UNION BANK OF NIGERIA PLC OKPARA AVENUE ENUGU BRANCH)

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 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.


PROPOSAL

          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

Title page                                                                                          ii

Approval page                                                                                  iii

Dedication                                                                                         iv

Acknowledgement                                                                                      v

Abstract                                                                                            vii

Proposal                                                                                           viii

Table of content

CHAPTER ONE

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     

      References                                                                               14

CHAPTER TWO

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

References                                                                               42

CHAPTER THREE

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

References.                                                                              53

CHAPTER FOUR

4.0     Presentation and analysis of data                                            54

References                                                                               81

CHAPTER FIVE

5.1 Summary of findings                                                                            82

5.2 Recommendations                                                                       85

5.3 Conclusions                                                                                88

5.4 Suggestions for further study                                                      89

References                                                                               90

APPENDIX AND QUESTIONNAIRE                                   94

CHAPTER ONE

 

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

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