TABLE OF CONTENTS
Table of contents
1.1 Background of study
1.2 Statement of the study
1.3 Purpose of the study
1.4 Signification of the study
1.5 Research question
1.6 Research hypothesis
1.7 Scope of the study
1.8 Definition of terms.
2.0 Review of Related literature
2.1 Customer service in union bank of Nigeria
plc garden Venue Enugu
2.2 The role of customer service department
in union bank
2.3 Some service facilities provided by the
2.4 Customer expectation as factors which
affect their patronage of a bank.
2.5 Customers service benefits of Good
2.6 Causes and effect of poor customer
service and suggested solution
2.7 Customer service in UBN garden avenue
2.8 Service strategies and polices
2.9 Attitude efficiency and motivation
3.0 Summary of the related literature
3.0 Research methodology
3.1 Design of the study
3.2 Area of the study
3.4 Sample and sampling techniques
3.5 Instrument used
3.6 Validity and reliability of the
3.7 Method of data collation
3.8 Method of data analysis
4.0 Data presentation and analysis
4.1 Presentation of data
4.2 Data analysis
4.3 Test hypothesis
5.0 Finding conclusion and recombination
5.1 Summary of finding
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
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
Presently banking in Nigeria has become more competitive. Rage
Ani stated in business times issue of that as an effort to improve and provide
innovative service bank especially commercial bank must step in line with the
present trend in the bank market, the customers who are the ultimate target of
the bank should be satisfied.
Through delivery of service that satisfy the
need of the customers, the banks make
their profits. This fact d also the viewed
that human needs are insatiable under score the need for a study to
improve the services rendered to customers. The issue of efficient service in
banking industry has been given services in banking industry has been given
serious attention not only by the management.
The view is that commercial banks should
provide prompt, friendly, courteous, orderly efficient and satisfying service
to her customer in view of the firing, the relationship between bank and its
customer is contractual. The because banking is about trust. The customer
entrust their hard earned money with the banks for safe keeping here there is a
debtor agency and the customer is the creditor while the customer become the
debtor. Such a situation arises in case of advances or credit facilities to
customers. Yet many bank are known for their Shaw- ness. In transacting
Long quaver with customers waiting for hours
to cash that cheques of deposit their money are common. To open as account. Is
characterized by some today some tomorrow and next week syndrome.
This is buttered in one of the national daily
newspaper last few years in the heat of WAEC registration. An employee who was
asking for two day casual leave to enable him purchase bank draft. Another a
bank customer carried a mat to the bank so as to sleep while waiting for his turn in the
crowded banking hall to cash to cash his
cheque. Yet another a bank customer was being turned around by section of
foreign exchange for him to exchange foreign currency. According to cyadzama
M.W in his chairman statement in the
allied bank annual report that customer are treated with lack of seriousness by
They believe it is right to deliberately
delay customer as a result of their nonchalant attitude to work. It is always a
daily occurrence to hear abuses flowing from customer to bank staff ever the
protracted delay in completing bank transaction no wonder the chief of general
staff vice Admeral Augustine Aikhomu during his regime stressed the part while
addressing delegate during the 16th Anniversary of the Nigeria institute of
bankers he said that her one observe brought balance sheet which are not as a result of quality service emphasis mine
or growth stimulation but a resource to drastic shift inasset portfolio
characterized by more total avoidance of risk altogether.” That is why there is
a need for re- orientation in attitude of bank staff towards their customers.
Lest in the decade banking and the nations economic activities will certainly
become more complex and sophisticated.
In union bank plc garden Avenue Enugu on which the case study is focused the story
is not different. A brief mention of the origin of union bank Plc garden Avenue
Enugu will de. It is the largest branch of union bank of Nigeria plc south of the Nigeria. The manager banks with some
areas mangers of union bank of Nigeria Plc.
They also serve a good number or appreciable
of two parties (staff and customer) are not satisfied with each other hence the
1.2 STATEMENT OF PROBLEM
In the service ministry effectiveness of
management of often judged by the
quality of service and rendered. This is in turn determined by the time spend
to obtain the service and the circumstances in which it is received. Customers
are satisfied when they get the service
and the circumstance in which it is received. Customer are satisfied
when they get the services they want at the right time right place right prices
and in the right manner.
As customers and users of bank directly or
indirectly are aware of the various problem faced by the customers.
It is very difficult to understand the
peculiar char5acteristics of the bank and its customers.
– Despite the enhanced status of the banking
staff there is the problem of determine
the adequacy of resources human and material for effective operation.
– How the objective and aims of the bank are
– It is not dearf, the degree of staff
customer relationship in union bank of Nigeria Plc
– There are complaints from the customer for
non satisfactory services.
1.3 PURPOSE OF THE STUDY
Bearing the stated problem in mind this study
has been designed to explore ways of correcting the problem and of improving on
the services. The purpose of this study there fore including the following
– To find out
the characteristic of bank staff and their customers with particular
reference to the union bank of Nigeria Plc.
– To determine the adequacy of the resource
human and material for effective
find out if the aims and objective of the bank are being achieved.
To find out the degree of staff customer
To determine the extent of customer
complaints about non satisfactory services.
1.4 SIGNIFICANCE OF THE STUDY
Considering the uniqueness of the problem
identified in the research the finding shall of
great importance to: satisfaction of customer needs through improved
quality services. In the exposition of banker customer relation professor
Nwankwo G.O expressed the position of the customer in such relationship. He
expressed that customer are the main reason of banks existence. In that bankers
are not doing any favour to the customer but that customer are doing
bankers favour by entrusting their hard
earned money with them for safe keeping
. They customers make greatest demand on banks, the most important being
getting their money when they want it
and source of the banks money when they need it.
Therefore follows that a system of efficiency
and courteous service to customers is crucial for retaining the customer
patronage some commercial banks in Nigeria
appear to be in different to delay suffered by their customers with
competition fast increasing in the banking
industry problem of design in bank can not be over looked especially if
they must retain their customers. The
number awareness of today customer are increasing and therefore call. For even
harder efforts on the part of bank. In this light it obligatory for banks to improve their services. Anything
short of that will be foolhardy and may endanger the life of the bank. The
importance of this study also is that it will shed light on some of the causes
and effects of unsatisfactory counter services in the Nigeria banks, which is
the bane of the current Nigeria banking system. The bank staff management will
find the exposition useful while curious customers will also benefit from the
1.5 RESEARCH QUESTION
What are the characteristic of staff
customers of the union bank of Nigeria Plc?
-To what extent are the human and material
resource adequate to achieve effective functionality in the union bank plc.
– To what extent are the objective and aims
of the union bank plc being achieve?
is the relation ship between union bank plc staff and customer of the
graden Avenue branch Enugu?
-To what extent do the customers complaint
out non satisfactory out non satisfactory vices affect the operation of the
1.6 RESEARCH HYPOYHESIS
There is no significant different at 0.5 in
the perception of customers and staff on whether the service received in the
bank meet the need and interest of the customer. This hypothesis is subject to
verification with data obtained during the research.
SCOPE OF THE STUDY
This study concentrated on union bank plc of
Nigeria garden Avenue Enugu as it represents the biggest branch of union bank
plc east of the Niger.
A study of commercial banking will not be complete without an analysis of the impact
of commercial banking on the day. Development of the general economy. But that
scope of activity would be practicable impossible within the available term and
given limited finance to cover the whole branches of the union bank Plc which
number over 200 hundred).
This study therefore examine the causes of
poor customer service and ways of improving it. Considering these factor the
data and response to the questionnaire were limited to staff and customers of
union bank of Nigeria Plc Garden Avenue, Enugu.
DEFINITION OF TERMS
DEBTOR: Any person who owes money to some
body is a debtor.
In this case, if a customer entrusts his earn
money with the bank for safe keeping it means that the bank is a debtor to the
customer in regard.
CREDITOR: Any person to whom money is owed is
a creditor from the above illustration or the definition of a or the customer
is the creditor to the bank.
BANKDRAFT: This is a document used for
transferring of money from one bank to