AN EVALUATION OF BANK AND CUSTOMER RELATIONSHIP IN NIGERIA BANKING SERVICE (A CASE STUDY OF ACCESS BANK DURING THE PERIOD 2009-2011). A RESEARCH PROJECT MATERIAL ON BANKING AND FINANCE
The main of this study is to find out the extent of bank/customer relationship in Nigeria as a developing economy (a case study of Union of 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 dealt 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 be used as the main instrument of data collection. Based on the finding and conclusion will be drawn and recommendations will also be in the last chapter of the work which is the fifth chapter.
1.1 BACKGROUND OF THE STUDY
Most times advert on our television, radio and bill boards by banks in the country have always tired 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 iunform the public that they (bank) are capable of providing quickly prompt and courteous services of their customers.
Notwithstanding all these advertisement shown by the banking industry have been criticized by different segment of the society over the poor quality of services it lenders to 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 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 become imperative for a study to be carried out with a view to found 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’s problem when the study is completed.