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
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
- To determine the extent of customers complaints’
about non- satisfactory series.
- Causes and effect of poor customers service and
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.
1.1 Background of study
1.2 Statement of the study
1.3 Purpose of the study
1.4 Signification of the study
1.5 Research question
1.6 Research hypothesis
1.7 Scope of the study
1.8 Definition of terms.
2.0 Review of Related literature
2.1 Customer service in union bank of Nigeria plc
garden Venue Enugu
2.2 The role of customer service department in union
2.3 Some service facilities provided by the bank.
2.4 Customer expectation as factors which affect
their patronage of a bank.
2.5 Customers service benefits of Good customers
2.6 Causes and effect of poor customer service and
2.7 Customer service in UBN garden avenue
2.8 Service strategies and polices
2.9 Attitude efficiency and motivation
3.0 Summary of the related literature
3.0 Research methodology
3.1 Design of the study
3.2 Area of the study
3.4 Sample and sampling techniques
3.5 Instrument used
3.6 Validity and reliability of the instrument
3.7 Method of data collation
3.8 Method of data analysis
4.0 Data presentation and analysis
4.1 Presentation of data
4.2 Data analysis
4.3 Test hypothesis
5.0 Finding conclusion and recombination
5.1 Summary of finding
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
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
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
- It is not dearf, the degree of staff customer
relationship in union bank of Nigeria Plc
- There are complaints from the customer for non
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
- To determine the adequacy of the resource human
and material for effective operation
To find out if the aims and objective of the bank are being
To find out the degree of staff customer relationship
To determine the extent of customer complaints about non satisfactory
1.4 SIGNIFICANCE OF THE STUDY
Considering the uniqueness of the problem identified in the
research the finding shall of great importance to: satisfaction of
customer needs through improved quality services. In the exposition of banker
customer relation professor Nwankwo G.O expressed the position of the customer
in such relationship. He expressed that customer are the main reason of banks
existence. In that bankers are not doing any favour to the customer but that
customer are doing bankers favour by entrusting their hard earned money
with them for safe keeping . They customers make greatest demand on
banks, the most important being getting their money when they want it and
source of the banks money when they need it.
Therefore follows that a system of efficiency and courteous
service to customers is crucial for retaining the customer patronage some
commercial banks in Nigeria appear to be in different to delay suffered
by their customers with competition fast increasing in the banking
industry problem of design in bank can not be over looked especially if they
must retain their customers. The number awareness of today customer are
increasing and therefore call. For even harder efforts on the part of bank. In
this light it obligatory for banks to improve their services. Anything
short of that will be foolhardy and may endanger the life of the bank. The
importance of this study also is that it will shed light on some of the causes
and effects of unsatisfactory counter services in the Nigeria banks, which is
the bane of the current Nigeria banking system. The bank staff management will
find the exposition useful while curious customers will also benefit from the
1.5 RESEARCH QUESTION
What are the characteristic of staff customers of the union bank
of Nigeria Plc?
-To what extent are the human and material resource adequate to
achieve effective functionality in the union bank plc.
- To what extent are the objective and aims of the union bank plc
- What is the relation ship between union bank plc staff and
customer of the graden Avenue branch Enugu?
-To what extent do the customers complaint out non satisfactory
out non satisfactory vices affect the operation of the bank?
There is no significant different at 0.5 in the perception of customers and
staff on whether the service received in the bank meet the need and interest of
the customer. This hypothesis is subject to verification with data obtained
during the research.
1.7 SCOPE OF THE STUDY
This study concentrated on union bank plc of Nigeria garden Avenue
Enugu as it represents the biggest branch of union bank plc east of the Niger.
A study of commercial banking will not be complete without
an analysis of the impact of commercial banking on the day. Development of the
general economy. But that scope of activity would be practicable impossible
within the available term and given limited finance to cover the whole branches
of the union bank Plc which number over 200 hundred).
This study therefore examine the causes of poor customer service
and ways of improving it. Considering these factor the data and response to the
questionnaire were limited to staff and customers of union bank of Nigeria Plc
Garden Avenue, Enugu.
1.8 DEFINITION OF TERMS
DEBTOR: Any person who owes money to some body is a debtor.
In this case, if a customer entrusts his earn money with the bank
for safe keeping it means that the bank is a debtor to the customer in regard.
CREDITOR: Any person to whom money is owed is a creditor from the
above illustration or the definition of a or the customer is the creditor to
BANKDRAFT: This is a document used for transferring of money from
one bank to another.
TERMS AND CONDITIONS APPLY
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