AN ASSESSMENT OF CUSTOMER SERVICE IN FINANCIAL INSTITUTION. (A CASE STUDY UNION BANK OF NIGERIA PLC ENUGU). A RESEARCH PROJECT MATERIAL ON BANKING AND FINANCE
ABSTRACT
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 customers.
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 relationship.
– To determine the extent of customers complaints’ about non- satisfactory series.
– Causes and effect of poor customers service and suggested solution.
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.
CHAPTER ONE
1.0 INTRODUCTION
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 customers.
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
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