The research topic of this study is the impact of change management
in Nigerian Banking Industry, A study of United Bank for Africa (UBA)
station Road, Enugu. The research was a descriptive research, the
researcher made use of primary sources and secondary sources of data.
The primary sources of data was obtained through questionnaire and oral
interview while secondary sources was sourced through texts books
,journals and magazines The population of the study was seventy seven
(77) employees. The sample size was 77 employees of the bank. The
finding revealed among others that change management results to quality
services. The researcher recommended among others that management should
ensure effective communication link between management and workers
before any change process is embarked upon to attract co-operation from
CHAPTER ONE: INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Change as a fact of life in modern organization and in the world in
general in at the same time a disruptive and disorienting event which
people continue to resist. Individuals resist changes for reason ranging
from self interest to low tolerance to change organization on its part
tend to change plans, technologies organization structures, people etc
to improve the standard level of the performance. Effective leadership
in times of change will consider the nature of the change (including its
effect) so as to e able to choose from among a variety of strategies to
In the dynamic society surround, today’s organization, the question
of whether change will occur is no longer relevant instead, the issue is
how do managers and leaders cope with the inevitable barrage of changes
that confront them daily in attempting to keep their organization
viable and current. The economic transformation where in the industrial
resolution brought with it new and constantly changing ways of
conducting business planning implementing managing change in a fast
changing environment is increasingly implementing and managing change in
a past changing environment is increasingly the solution in which most
organization now work.
The Nigeria economy for instance, with the new bank reforms, the
minimum capital requirement of N25 billion has resulted in bank
consolidating through mergers and acquisition. Dynamic environment such
as this require dynamic processes, people, systems and culture
especially, notably effectively optimizing organizational response to
market opportunities and threats. United bank for Africa plc is one of
the leading and oldest financial services groups in Nigeria and sub
Its diversified-base of shareholders include individuals,
institutions and leading international bank such as Dentsche Bankers
Trust, Banca Nazionnale der lavovo and note dei paslidisiena. UBA is the
first maturational bank to be registered under Nigeria law, the first
Nigerian bank to open a branch in the U.S.A the first and only Nigerian
bank issue global depository receipt which makes its share easily
accessibly and tradable to investors he first to be listed on the first
to be listed on the Nigerian bank to establish a branch on university
campus. UBA plc has grown steadily and rapidly over the years and as 250
branches and offices across Nigeria, including two foreign branches in
New York and Grand Cayman Island thus making it one of the leading
international banks in Africa. UBA provide a wide range of financial
service to national and multinational companies, government institution
non-governmental institutions, multilateral institution, small and
medium scale businesses and individuals throughout its network.
In January 2006, following the new bank reform in Nigeria, UBA and
standard trust bank of Nigeria merges as a single corporate entity. Thus
consolidation has actually introduced various changes, consequently has
introduced difficulties in the discharging of banking services. Thus
this research is aimed at resolving some, if not all of this shut
1.2 STATEMENT OF THE PROBLEM
In the organization, attempts to resist change are some time called
organizational inertia. That is inertia is a term, which describes the
tendency of members in an organization to resist new and unwanted
changes. There are times when organizations are likely to change time
during which changes is less likely. Even if the reed for change is high
and resistance to change low, (two) important factors) it does not
follow that organization change will occur change is likely to occur
when the people involved [Jennifer 1996; 600] the benefits are reflected
by three consolidations reviewed here. The amount of satisfaction with
current conditions the availability of desirable alternatives and the
existence of plan for achieving those alternatives only when the
readiness for change is high will organizational change effort be
successful. This work is expected to provide solution to the following
problems at the end of the research.
- Overcoming resistance to change
- Effective implementation of change plan
1.3 OBJECTIVE OF THE STUDY
The purpose of this study rest on the following main points.
- To determine the cause of change in service organization
- To determine the effect of change in the management of service based organization.
- To determine the factors that facilitate or hinder successful change programme.
- To develop a strategy for successful change implementation in the organization.
1.4 RESEARCH QUESTIONS
- What are the factors that call for change in the organization?
- What are the problems faced in implementing change?
- What are the control system to implementing change programme in the service based organization?
- To what extent does change management affect the effectiveness service based organization?
1.5 RESEARCH HYPOTHESIS
In an attempt to offer recent and accurate solution to the research
problem, the researcher wishes to use hypothesis to test the validity of
certain variables used in the research work to get useful solution to
any identified problem.
Thus, the following hypothesis about the statement of problem will be tested.
Ho: There are no factors that call for change in the service based organization.
Hi: There are factors that call for change in the services based organization.
Ho: There is no significant relationship between change management and effectiveness in the service-based organization.
Hi: There is a significant relationship between charge management and effectiveness in the service-based organization.
1.6 SIGNIFICANCE OF STUDY
- To enhance the people’s knowledge on change management.
- The study will benefit. The organization planning and implementing change programmes
- It will also show the steps to achieving successful change programme in the organization.
1.7 SCOPE AND LIMITATION OF THE STUDY
This study on the effect of change management in service based
organization was restricted with a selected institution, lack of money
to carry out wider scope of research that would have incorporated the
country wide constituted constraint in the study.
The very first problem encountered in the course of the research is
the unpopular knowledge of the term change management in the
organization. The un-cooperating attitude by the managers and the
administration staff in the organization and response rate to
administered questionnaires also constituted constraint in the study.
Despite this, its is hoped that the study will contribute to the growing
body of change and proffering ways of effectively implementing change
Lamarsh (2004). Change Management Approach http:/www Lamarsh.com
Offoke B.C. (2011) The impact of Change Management on Banking
Industry, A project submitted to the department of Business
Enugu Olise (2005). Human Resource Management: Lagos Emmanuel Concept Nig.
Patherson, R.F. (1991). New Webster Dictionary Mlam EL P.S.I &
Associations. Wiki Pedia Change Management, the free encyclopedia
Patherson, R.F. (1991), New Webster Dictionary Mlam EL: P.S.I & Associations.