THE PROVISION OF QUALITATIVE SERVICES RENDERED TO CUSTOMERS IN COMMERCIAL BANKS

ABSTRACT: The banking business has experienced structural changes over the decades like other business.The government continually encourages the expansion of the services rendered by bank and also facilities both in the urban and rural area. In other to provide comprehensive banking in the country. Banking has been in existence as far back 2500 B.C. Nigeria Government intervention began in 1975 where the military government restructured and Nigerianised in stages in the banking system. It has an aim of participation to obtain a maximum benefit of the economy in its operation. Commercial banks can either be privately or publicly owned. Some of the functions are to make currencies available to the public in domination required, providing foreign exchange transaction and also transferring funds through bills and credit for export and imports. Based on the above, the study’s aim is to discover the ways which qualitative services can be provided by commercial banks to their customers with particular reference to commercial banks. In conclusion, attempts were made to highlight the problems and prospects of those banks and possible solutions to the relevant problems encountered by commercial banks, while performing their functional duties given to them.

TABLE OF CONTENTS

CHAPTER ONE

1.0     INTRODUCTION                                                                   1

1. RESEARCH OBJECTIVES                                          2
2. RESEARCH QUESTIONS                                           2
3. SCOPE OF STUDY                                                      3
4. LIMITATION OF STUDY                                            4
5. OPERATIONAL DEFINITION OF TERMS                 4

CHAPTER TWO

2.0     REVIEW OF CONCEPT                                                        6

1. SERVICES OF COMMERCIAL BANKS                     7
2. THE ORGANISATION STRUCTURE OF NIGERIA COMMERCIAL BANKS                                               17
3. QUALITIES OF COMMERCIAL BANKING SERVICES19
4. CRITICISMS OF BANKING SERVICES IN NIGERIA        21

CHAPTER THREE    

1. SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION                                                               25
2. SUMMARY OF FINDINGS                                         23
3. IMPLICATION OF RESEARCH FINDINGS               26
4. RECOMMENDATION                                                 28
5. CONCLUSION                                                              30

BIBLIOGRAPHY                                                                   32

CHAPTER ONE

1.0     INTRODUCTION

The services Nigeria commercial bank render differs depending on the size of the organization. For instance, services rendered to the a large organization engaged in international trade is different from that of a sole trader-irrespective of the size, banks operates the kind of account that will facilitate individuals keeping his personal asset and savings in a complete safety.

Many customers also suffer one frustration or the other from banking operation such as long delay in bank, the turn down of loan requested, poor staff/customers relationship and inadequate knowledge of the range of services offered by commercial banks to the public.

The aim of this project is to find a lasting solution to the problem of qualitative services rendered by commercial banks to customers. We will also look at the policies involved in banks lending and how it affects the relationship of the banks and customers with a view of offering suggestions that will enhance customer/bank relationship.

RESEARCH OBJECTIVES

This project is aim at finding lasting solution to the above mentioned problems of provision of qualitative services to take necessary stop to enhance the provision of qualitative services to customers in commercial banks.

It is to acquit customers of the innovation that will foster a better customer and banking relationship.