CUSTOMER ORIENTATION IN BANKING INDUSTRY (A CASE STUDY OF OHHA COMMUNITY BANK, OGUI ROAD ENUGU). A RESEARCH PROJECT MATERIAL ON MARKETING

ABSTRACT

This research project is a very crucial study for Ohha community Bank in Ltd. The study was motivated by the necessary to establish marketing department in order to satisfy their customers in the most efficient and effective way.

Ohha community bank was establish in 1997 and has been since entertaining their customers with services.

     Meanwhile, the aim of this research work is to find out whether the customers are satisfied with the manner in which services of the bank are rendered, to identify the delivery’s system of banking services and determining their effectiveness. And also, to formulate marketing strategies and make recommendations that would be more effective in the marketing of banking services.

     To solve the research problem both primary and secondary data were collected. The research instruments used in collecting the data were questionnaires and oral interview. The respondents comprised of the staff/management and the customers of the bank.

In organizing and presenting data collected, tables, frequencies and percentages were used. The various hypothesis were tested using the chi- square (X²) .

  Data analysis and interpretation gave the following findings: –

1.                  Most of the respondents are not satisfied with the time spent in Ohha bank.

2.                  Some of the respondent are not satisfied with the services of the bank.

Based on the findings, the researcher recommends that:

Ohha Community Bank should employ an expertise’s on computer in order to help speed up their services and also saves time for their customers. They should also employ old experience workers and mixed it up with new experienced once.

Finally, if Ohha Community Bank will acknowledge the recommendations so made, I think it will enable them to achieve their aims and objectives of the bank.

CHAPTER ONE

INTRODUCTION

  Community  bank is one of the banking industry in Nigeria, which discount cheques at a negotiable rate, effect purchases or sale of securities, collected cheques and dividends. It makes periodical and other payments on behalf of customers. The essential features of banking business are the receipt of deposit from customers, which made up of individuals, firms, bank and sometimes governments either on current accounts, savings and deposit accounts. On the basis of resources so attained, it either makes loans and advances to other customers or invests in security placement at commercial banks. Community bank undertakes the agency of other banks, pay customer acceptance, issues drafts, circular notes and letter of credit. It has other functions which include the acceptance of bills for customers, undertaking the office of trustees, taking charge of securities and other value for customers.

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CUSTOMER ORIENTATION IN BANKING INDUSTRY (A CASE STUDY OF OHHA COMMUNITY BANK, OGUI ROAD ENUGU). A RESEARCH PROJECT MATERIAL ON MARKETING