An Assessment Of Customer Service In Financial Institution. (a Case Study Union Bank Of Nigeria Plc Enugu).

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AN ASSESSMENT OF CUSTOMER SERVICE IN FINANCIAL INSTITUTION.

(A CASE STUDY UNION BANK OF NIGERIA PLC ENUGU).

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.

 

 

CHAPTER ONE

 

1.0                INTRODUCTION

BACKGROUND OF THE STUDY 

          The origin of banking in Nigeria date back to the days of goldsmith in Venice and up till today personal services is still the main of banks output for her customers.

          Services is the central banks motto in the distribution of its various production packages and marketing strategy implementation. It is also the bulwark of the industry in the fact of stringent government guideline and harsh monetary or fiscal policies. This is the view by Oguntade Adekunle M, In business times issue at February, 2 by aggressive marketing advertisement with the current  central banks director on deregulation of interest rate banks  must work extremely hard to be able to survive.

Moreover in Nigeria  the economy has been largely exhibitive of classic sellers market in all sectors. Until the recent past the country is under banked and bank customers are require to accept consume of service without question as in very sellers market. No wonder irojiegu achiever   in his article of pricing of commercial bank service in business time issue of July II pointed out that so many  factor militate against rendering efficient banking services in Nigeria such as under bank in Nigeria 

Presently banking  in Nigeria has become more competitive. Rage Ani stated in business times issue of that as an effort to improve and provide innovative service bank especially commercial bank must step in line with the present trend in the bank market, the customers who are the ultimate target of the bank should be satisfied.

Through delivery of service that satisfy the need of the customers,  the banks make their profits. This fact d also the viewed  that human needs are insatiable under score the need for a study to improve the services rendered to customers. The issue of efficient service in banking industry has been given services in banking industry has been given serious attention not only by the management.

The view is that commercial banks should provide prompt, friendly, courteous, orderly efficient and satisfying service to her customer in view of the firing, the relationship between bank and its customer is contractual. The because banking is about trust. The customer entrust their hard earned money with the banks for safe keeping here there is a debtor agency and the customer is the creditor while the customer become the debtor. Such a situation arises in case of advances or credit facilities to customers. Yet many bank are known for their Shaw- ness. In transacting business.

Long quaver with customers waiting for hours to cash that cheques of deposit their money are common. To open as account. Is characterized by some today some tomorrow and next week syndrome.

This is buttered in one of the national daily newspaper last few years in the heat of WAEC registration. An employee who was asking for two day casual leave to enable him purchase bank draft. Another a bank customer carried a mat to the bank so as to  sleep while waiting for his turn in the crowded banking hall to cash  to cash his cheque. Yet another a bank customer was being turned around by section of foreign exchange for him to exchange foreign currency. According to cyadzama M.W in his chairman statement   in the allied bank annual report that customer are treated with lack of seriousness by staff”.

They believe it is right to deliberately delay customer as a result of their nonchalant attitude to work. It is always a daily occurrence to hear abuses flowing from customer to bank staff ever the protracted delay in completing bank transaction no wonder the chief of general staff vice Admeral Augustine Aikhomu during his regime stressed the part while addressing delegate during the 16th Anniversary of the Nigeria institute of bankers he said that her one observe brought balance sheet which are not  as a result of quality service emphasis mine or growth stimulation but a resource to drastic shift inasset portfolio characterized by more total avoidance of risk altogether.” That is why there is a need for re- orientation in attitude of bank staff towards their customers. Lest in the decade banking and the nations economic activities will certainly become more complex and sophisticated.

In union bank plc garden Avenue Enugu  on which the case study is focused the story is not different. A brief mention of the origin of union bank Plc garden Avenue Enugu will de. It is the largest branch of union bank of Nigeria plc south  of the Nigeria. The manager banks with some areas mangers of union bank of Nigeria Plc.

They also serve a good number or appreciable of two parties (staff and customer) are not satisfied with each other hence the study. 

 

 

1.2            STATEMENT OF PROBLEM

In the service ministry effectiveness of management  of often judged by the quality of service and rendered. This is in turn determined by the time spend to obtain the service and the circumstances in which it is received. Customers are satisfied when they get the service  and the circumstance in which it is received. Customer are satisfied when they get the services they want at the right time right place right prices and in the right manner.

As customers and users of bank directly or indirectly are aware of the various problem faced by the customers.

It is very difficult to understand the peculiar char5acteristics of the bank and its customers.

-                     Despite the enhanced status of the banking staff  there is the problem of determine the adequacy of resources human and material for effective operation.

-                      How the objective and aims of the bank are achieved

-                     It is not dearf, the degree of staff customer relationship in union bank of Nigeria Plc

-                     There are complaints from the customer for non satisfactory services.

1.3            PURPOSE OF THE STUDY

Bearing the stated problem in mind this study has been designed to explore ways of correcting the problem and of improving on the services. The purpose of this study there fore including the following

-                     To find out  the characteristic of bank staff and their customers with particular reference to the union bank of Nigeria Plc.

 

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