THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY
(A CASE STUDY OF UNION BANK OF NIGERIA
ENUGU MAIN BRANCH)
ABSTARCT
The business organization operates in an environment and through its interactions with the various elements of this environment, it justifies its existence. The customers is the essences of business. The business organizaiton is expected to continually to satisfy it customer hence this work gets out to investigate the need for improved customer services in the banking industry with particular reference to union Bank of Nigeria PLC
The method applied in this study is a combination of content analysis and survey research the data were sources through both instrument used availed the research the opportunity to have a first hand information.
The method applied in this study is a combination of content analysis and survey research the data were sources through both primary and secondary sources and the instrument used availed the research the opportunity to have a first hand information.
The unit of analysis Union Bank of Nigeria PLC Garden Avenue branch and social artifacts , and the data collected from the units are presented in tables and analyzed using chi-square (x2) method.
Among he major finding of this research work including that the dissatisfaction experience by customers is due to the inefficiency of the bank staff there is a relationship between improved service delivery and bank efficiency and bank profitability.
But owing to the limitation encountered further studies should be carried out to service between two banks operating with the country
TABLE OF CONTENT
Title page
Approval page
Dedication.
Acknowledgement
Abstract
Table content
List of table
1.1 Background of study.
1.2 Statements of problem.
1.3 Purpose of study
1.4 Scope of the study
1.5 Research hypothesis
1.6 Significance of the study
1.7 limitation of the study
1.8 Definition of terms
References
2.2 Dynamism and marketing of commercial banks service
2.3 Customers service strategies and policies
2.4 Factors influencing bank service
2.5 Management banks density communication socio-economic factor government control
2.6 Performance appraisal
2.7 Motivation
2.8 Problems of marketing of bank service
Reference
3.1 Research design
3.2 Area of the study
3.3 Population of the study size
3.4 Instrument for data collection
3.5 Validation of the instrument
3.6 Reliability of the instrument
3.7 Method of data collection
3.8 Method of data analysis
Reference
4.1 Presentation and analysis of data
4.2 Testing
4.3 Summary of result
Reference
5.1 Discussion of result and findings
5.2 Conclusion
5.3 Implication of the research finding
5.4 Recommendations
5.5 Suggestions for further research
Bibliography
Appendix
Appendix 2
References
Table 4.2 Status of respondents
Table 4.3 Educational qualification
Table 4.4 Rating of bank customer related
Table 4.6 Satisfaction with service rate of bank staff
Table 4.7 inefficiency of banks staff
Table 4.8 Training motivation and service rate
Table 4.9 Recommmendation for improved service delivery
Table 4.10 Staff service rate and bank profitability
Table 4.11 Bank efficiency and bank profitability
Table 4.12 Relationship between improved service delivery efficiency and
Bank profitability
CHAPTER ONE
INTRODUCTION
The objective of the chapter is to emphasis on the need for improved customer service in the banking industry with special referenced to Union Bank of Nigeria PLC
1.1 BACK GROUND OF THE STUDY
This Bank marketing has been defined by a media (1983) as “the creation and delivery of service that will satisfy the need of customers at a profit to the banks” from this definition, it is seen that the customers who is the ultimate target of bank marketing must be satisfied. Banks must learn what satisfaction