ABSTRACT
This is a research work, which examines the improvement of customer service in
the Nigerian Banking Industry. A case study of UBA Plc. Agbani Road Enugu.
To guide this study the following five research questions and two hypothesis tested
were formulated: what are the characteristics of staff and customer of
UBA Plc Agbani Road Enugu? To what extent are the human and material resources
adequate to achieve effective functionality in UBA Plc? To what extent are the
objectives and aims of the UBA Plc are being achieved? What are the
relationship between UBA Plc staff and customer of the branch? To what extent
are the complaints of non-satisfactory services from customer affect the
operation of the bank?
Ho: there is no
significant difference at 0.5 in the perception of customers and staff on
whether the service received in the bank meets the needs and interest of the
customers.
Ho: management is not
the cause of bank low performance. A structured questions developed by the
researcher was administered to a total of 53 customers and staff of the UBA Plc
Agbani Road Enugu.
The data collected were analyzed using chi-square method. The major findings
were among: -
1. Most
of the resources both human and materials are not available for effective
functionality of the services.
2. Majority
of its service had not improved.
3. A
great deal of improvement needs to be made in the service rendered.
4. Majorities
of the customers of UBA Plc Agbani Road Enugu are savings deposits.
Based on the findings,
the major recommendations were as follows: enough manpower should always be
placed at the counter to attend to customer’s inquiries / needs, quality /
status of the counter clerks and cashiers should be raised so that shorter time
is spent by customers in carrying out this transaction.
The infrastructural
needs be improved. E.g. computerization of savings department.
The bank should
encourage staff to enhance in the educational qualification.
TABLE OF CONTENT
CHAPTER ONE
INTRODUCTION
1.1 Background
of the study
1.2 Statement
of problem
1.3 Purpose
of the study
1.4 Scope
of the study
1.5 Research
hypothesis
1.6 Significant
of the study
1.7 Limitation
of the study
1.8 Definitions
of the terms
References.
CHAPTER TWO
REVIEW OF THE RELATED LITERATURE
2.1 Classification
of Commercial Banks
2.2 Customer
service
2.3 Effects
of Communication on Staff / Customer Relationship
2.4 Public
relations and Staff / Customer Relationship
2.5 Attitude,
Efficiency and Motivation
2.6 Services
Strategies and Policies.
References.
CHAPTER THREE
RESEARCH DESIGN AND
METHODOLOGY
3.1 Research
Design
3.2 Area
of the Study
3.3 Population
of the Study
3.4 Sample
and Sampling Procedures
3.5 Instrument
for Data Collection
3.6 Validation
of the Instrument
3.7 Reliability
of the Instrument
3.8 Method
of Data collection
3.9 Method
of Data Analysis
References.
CHAPTER FOUR
DATA PRESENTATION AND
DATA ANALYSIS
4.1 Presentation
and Analysis of Data
4.2 Testing
of Hypothesis
4.3 Summary
of Result.
References.
CHAPTER FIVE
DISCUSSION,
RECOMMENDATIONS AND CONCLUSION.
5.1 Discussion
of Result / Findings.
5.2 Conclusions
5.3 Implications
of the Research Findings.
5.4 Recommendations
5.5 Suggestion
for the Result.
Bibliography.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND
OF THE STUDY
The origin of banking in
Nigeria dated back to the Goldsmith in Verice and up-till date, personal
service is till the mainstay of banks output for her customers.
Service is the act of
distributing the banks various production packages and marketing strategies
implementation. It is also the bulwark of the industry in the face of
government guidelines and hash monetary or fiscal policies. This is viewed by
Oguntade Adekunle M. in Business Time that by aggressive marketing
advertisement with the current Central Bank directives on deregulation of
interest rate, banks must work extremely hard to be able to survive.
In Nigeria, the economy
has been largely extubitive of classic sellers market in all sectors. Till the
recent past, the country is under banked and bank customers have to accept or
consume, service without questions as in every seller’s market. No wonder
Irojiogu Echerue in his write-up of pricing of Commercial Bank services in
Business Times pointed out that so may factors militate against rendering
efficient banking services in Nigeria.
But today banking in
Nigeria has become more competitive. Riege Anil stated in Business Times that
as an effort to improve and provide innovative services, banks especially
commercial banks must step in line will present trend in the market, the
customers who are the ultimate aim of the bank should be satisfied through
deliverance of services that will satisfy the need of the customers, the bank
make their profits. considering this fact and also the view that human needs
are instable, there is the need for this study to improve the service rendered
to customers. The idea of efficient services in the banking industry has been
given serious attention not only by the management of bank (UBA), but also by
the government. The view is that commercial banks should provide prompt,
friendly, coveteous, orderly, efficient and satisfying services to her
customer.
In view, of the foreign
relationship between a bank and her customers is contractual. This is because
baking is about trust. The customers entrust his hard-earned money with the
bank for safekeeping. Here the bank is a debtor/agent and the customer is the creditor/principal
since she (bank) carries out instruction of the customers in consideration for
these services, the bank is paid commission, interest or fee.
In some situation, the
bank is the creditor while the customer is the debtor. Such situation like
advances or credit facilities to customers. Yet, many banks are known for their
slow pace in transacting business. Long queues with customers waiting for
towns to cash their cheques or deposit their money. To open an account is
characterized by “come today, come tomorrow and next week syndrome. To buy a
bank draft is another story. This is bullressed in one of the national daily
newspaper 1996 in the treat of WAEC registration, had a cartoon of an employee
who was asking for two days casual leave to enable him purchase bank draft.
Another, a bank customer
was carrying a mat to the bank so as to sleep while waiting for his turn in the
crowded banking hall to cash his cheque, yet another, a bank customer was being
turned around by bank staff in his quest for the section of foreign exchange
for him to exchange his foreign currency.
According to Gadzama
M.W. in his chairman’s statement of Allied Bank Annual Report “that customers
are treated with lack of seriousness by bank staff. They believe it is right to
deliberately delay customers as a result of their non-challant attitude to
work. It is always a daily, occurrence to hear abuses flowing from customers to
bank staff over a protracted delay in completing bank transactions.
No wonder the Chief of
General staff vice admiral Augustus Aikuomu stressed the point while addressing
delegates in the 10th Anniversary of the Nigerian Institute of
Bankers. He said” rather one observe buoyant balance sheet which are not as a
result of quality services, (emphasis mine) or growth stimulation, but a
because to a drastic shift in asset portfolio, characterized by a more total
avoidance of risk altogether”. That is why there must be need for reorientation
in attitude of bank staff towards their customers. In the next decade, banking
and nation economic activities will certainly become more complex and
sophisticated.
In United Bank for Africa Plc, Agbani Road Enugu, where the case study is based
on the story is not different. A brief mention of the origin of the bank will
be made. United Bank for Africa Plc, was originated from Britain and France,
the British French Bank Limited itself, metamorphosed from Bruci Paris (Banque
National Parle commerce et al, Industries) established in 1932. The officially
opened to business in December 1949 with a staff strength of twelve.
In 1960, the went public in accordance with the policy and intention of the
French owners of bank to sell off their shares to Nigerians on February 1961,
the United Bank for Africa was incorporated to take over the assets and
liabilities of the British for business under this new name on October 3rd 1961.
The also serve a good number of customer. But because the two parties (staff
and customers) are not satisfied with each other, hence the study.
1.2 STATEMENT
OF THE PROBLEM
In the service ministry
effectiveness of management is often by the quality of service rendered. There
is in turn determined by the time spent to obtain the service and the
circumstance in which it is received. Customers are satisfied when they get the
services they want at the right time, right place, right price and in the right
manner. As customers and users of bank directly or indirectly are aware of the
various problems faced by customers.
1. It
has been very difficult to understand the characteristics of the bank staff and
customers.
2. Despite
the enhanced status of the bank staff, it has been a problem to know the
adequate of resources-human and material resources for effective operations.
3. Their
had been complaint from the customers of non-satisfactory services.
4. More
the extent of staff / customer relationship in United Bank for Africa Plc. Is
not convincing.
1.3 PURPOSE
OF THE STUDY
Bearing the stated
problem in mind, this study will find a way of correcting the problems and to
improve on them. The purpose of the study includes the following:-
1. To
find out the characteristics of staff and customers of United Bank for Africa
Plc.
2. To
determine the adequacy of the resources, human and material.
3. To
appraise the extent to which these problem have militated against improvement
in the staff customer relationship.
4. To
determine the extent of customers compliant of non-satisfactory services.
5. To
evaluate the extent to which commercial banks have succeeded in dispensing
their services to their customers.
6. To suggest avenues and method of improvement to
the identified problems. And in so doing, to further give an insight into this
sector of our economy for the future use of professionally qualified and
skillfully trained personnel in furthering the staff-customer relationship.
1.4 SCOPE
OF THE STUDY
This study has been
concentrated on United Bank for Africa Plc Agbani Road Enugu as represents the
biggest branch of United Bank for Africa Plc East of the Niger.
A study about commercial
banking would not be adequate without an analysis of impact of commercial
banking on the development of the general economy. But the scope of activity
would be practicably impossible within the available time, finance and also
with respect to the Limited space for the study to cover whole branch of UBA.
Therefore, this study
examines the causes of poor customer services and ways of improving it. Considering
this factors, the data and response to questionnaires were limited to staff and
customer of Limited Bank for Africa Plc Agbani road Enugu.
1.5 RESEARCH
HYPOTHESIS
Based on the problem
statements, the research proceeds to formulate the following hypothesis, which
will be tested in the course of the study.
Hi:
There is no significant difference in the perception of customers and staff on
whether the services received in the bank meets the needs and interest of the
customers.
Ho:
There is significant difference in the perception of customers and staff on the
services received in the bank meets the needs and interest of the customers.
Hi:
Management is the course of the banks low performance.
Ho:
management is not the cause of the banks low performance.
H3:
The capital base of UBA Plc are adequate to carry-out it’s lending operations.
Ho:
The capital base of UBA Plc are adequate to carry-out it’s lending operations.
1.6 SIGNIFICANCE
OF THE STUDY
It has been said that
the ultimate aim of any organization is to obtain “allain” success by way of
achieving its objectives. An organization will go to any length by apply
strategies that help them meet their target or achieve their goals. Considering
the uniqueness of the problems identified in this research, the findings are
expected satisfaction of customers needs through improved quality services.
In the exposition on
bank/customer relations, Professor Nwankwo G.O expresses the position that
customers are the main reason of bank existence. Those bankers are not doing
any Favour by entrusting his hard-earned money for safekeeping. They
(customers) make greatest demand on bankers, the most important is being
getting their money when they want it, is therefore important that an efficient
and continuous service system will be crucial in retaining her customers.
Some commercial banks in
Nigeria which tends to be indifferent to delay suffered by their customers with
competition increasing fast in the banking industry the problems of delays in
banks cannot be over looked, especially if they have to retain their customers.
The knowledge of today’s
customers is increasing and therefore, their number and knowledge requires even
harder efforts. In this light, it is just obligatory and prudent for banks to
improve their service. Anything short of that will be fool hardly and may
endanger the life of the bank.
The important of this
study is to throw more light on some of the causes and effects of
unsatisfactory counter services in the Nigerian banks which is the base of the
current Nigerian banking system. The bank staff / management will also benefit
from this study.
Furthermore, this study
will go a long way by educating the commercial banks on how to dispense their
services to their customers and also to help the average Nigerian bank customer
to learn how to be patience in dealing with the bank staff and not always be in
a hurry.
Finally, I hope that
this work will provide basis for future research.
1.7 DEFINITION
OF TERMS
1. CUSTOMER:
- According to
Oxford Advanced Learners Dictionary of current English. Customer s defined as a
person who buys things, especially one who gives his custom to a shop.
2. SERVICE: - This refers to a system or arrangement
that supplies public needs especially for communication.
3. MANAGEMENT: - This refers to the body in an
organization responsible for planning, organizing, directing and controlling
activities in the organization.
4. RELATIONSHIP: -This means the connection between
one thing, person, idea and another.
5. BANK: - Establishment for keeping money other
valuables safety.
6. STAFF: - Group of assistants working together
under a manager or head.
| Department | Banking and Finance |
| Project ID Code | BFN0308 |
| Chapters | 5 Chapters |
| No of Pages | 75 pages |
| Methodology | Chi Square |
| Reference | YES |
| Format | Microsoft Word |
| Price | ₦4000, $15 |
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| Contact Us On | +2347043069458 |