THE IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANKS ON EFFICIENT CUSTOMER SERVICE IN NIGERIA (A CASE STUDY OF FIRST BANK PLC) . A RESEARCH PROJECT MATERIAL ON BANKING AND FINANCE
This research is a study aimed at finding the main causes of customers of commercial banks to be prompt wherever they are in their current or saving accounts or withdrawing cash from their savings account balances or cash cheque in their current account balance.
Consequent upon this, it will determine the impact balance of the organizational structure of commercial banks on efficient customer services.
In other words, this pieces of research work goes to determine whether the organizational structure of commercial banks service in Nigeria especially First Bank (Nig) Plc.
This research was restricted to (4) four branches each in three states Lagos
Both interview and questionnaires, method of data gathering were used. This categories of sample were used in this exercise namely customers clerical staff and the management staff in determine the promptness of first bank (Nig) plc to the customers. The three categories of sample contributed in determining how to solve problems of delay if any.
A commercial bank in a country can be described as the fuel tank which supplies oil that lubricates trade and industry in order to get the wheel of economic activities in motion. A commercial banks is no larger uniquely described in terms of being a financial intermediary offering demand deposit and commercial lending service. Rather, it is a financial intermediary that provides financial service in an evolving industry.
The financial service is affected by both the organization and the structure of the bank. The quality of financial services rendered by the bank has great effect to some extent in determining the degree of patronage by the public.
Competition among banks due to the rapid growth in the number of financial institutions is so high that a wide range of institution via with one another in affricating customers and offering the customers a verity of financial services. With the foregoing the study will endeavor to examine to what extent the organizational structure of the FIRST BNAK PLC, militate against its provision of efficient service to its customers.
1.1 BACKGROUND OF THE STUDY
Commercial banking in Nigeria dates back to the early colonial period. The decline in barter system of trade and the rise in financial transaction of the colonial government required an institutions in the form of a commercial bank for safety and transmission of funds. It was for this purpose that African banking corporation based in south Africa was invited in 1892 to open a branch office in Lagos. The African banking corporation was therefore the first modern commercial bank to open a branch office in Lagos in that year.
In the year 1894 its operation were taken over by the bank of British West Africa.