ABSTRACT The study examines the impact of service delivery on customers’ patronage in the Nigerian money deposit banks. The study focus on the types of services rendered by banks and how such service(s) guarantee the satisfaction of the customers. Primary source of data especially questionnaire was relied upon in gathering necessary data and descriptive statistical method was used to analyse it. The study revealed that good service delivery by banks enhances the patronage of customers. It is recommended that banks should employ competent hands so as to enhance the delivery of effective services.
TABLE OF CONTENTS TITLE PAGE DEDICATION CERTIFICATION ACKNOWLEDGEMENT ABSTRACT CHAPTER ONE 1.0 Introduction 1.1 Background to the study 1.2 Statement of the problem 1.3 Research Questions 1.4 Objectives of the study 1.5 Significance of the study 1.6 Scope of the study 1.7 Limitations of the study 1.8 Definition of terms CHAPTER TWO Literature Review 2.1 Banker customer relationship 2.2 Approaches to improving service quality 2.3 Types of relationship that exist between a banker and a customer 2.4 Legal relationship 2.5 Services provided by banks to their customers CHAPTER THREE Research methodology 3.1 Research design Population of the study 3.3 Sample and sampling techniques 3.4 Instruments of data collection 3.5 Techniques used for data analysis CHAPTER FOUR Presentation of data analysis 4.1Summary of findings CHAPTER FIVE Summary, conclusion and recommendations 5.1 Summary 5.2Conclusion 5.3 Recommendations REFERENCES
THE IMPACT OF SERVICE DELIVERY ON CUSTOMERS’ PATRONAGE IN THE NIGERIAN MONEY DEPOSIT BANKS
ABSTRACT The study examines the impact of service delivery on customers’ patronage in the Nigerian money deposit banks. The study focus on the types of services rendered by banks and how such service(s) guarantee the satisfaction of the customers. Primary source of data especially questionnaire was relied upon in gathering necessary data and... Continue Reading
ABSTRACT The study examines the impact of service delivery on customers’ patronage in the Nigerian money deposit banks. The study focus on the types of services rendered by banks and how such service(s) guarantee the satisfaction of the customers. Primary source of data especially questionnaire was relied upon in gathering necessary data and... Continue Reading
CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY The banking industry which is various bank put together to this industry consist of the central, commercial, merchant, development and saving banks. Central bank being the apex bank. Though... Continue Reading
ABSTRACT With the proliferation of the internet coupled with the growing acceptance of the digital lifestyle and the world becoming increasingly addicted to e-business, the trend of cash transactions is now giving way to electronic payment system. Considering the rapid channel for performing various bank transactions spread in the adoption of... Continue Reading
ABSTRACT This research work revealed the effect of quality service delivery on customers’ patronage in First Bank Plc, Kaduna. The bank has failed to take note of the importance of customers satisfaction and cost of banking service is high in the sense that there is high interest rate on loan and time spend in transacting business in the bank is... Continue Reading
ABSTRACT This research work revealed the effect of quality service delivery on customers’ patronage in First Bank Plc, Kaduna. The bank has failed to take note of the importance of customers satisfaction and cost of banking service is high in the sense that there is high interest rate on loan and time spend in transacting business in the bank is... Continue Reading
IN FIRST BANK PLC, KADUNA CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY The banking industry which is various bank put together to this industry consist of the central, commercial, merchant, development and saving banks. Central bank being the apex bank. Though banks are... Continue Reading
CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY The banking industry which is various bank put together to this industry consist of the central, commercial, merchant, development and saving banks. Central bank being the apex bank.... Continue Reading
THE EFFECT OF QUALITY SERVICE DELIVERY ON CUSTOMERS PATRONAGE IN FIRST BANK PLC, KADUNA ABSTRACT This research work revealed the effect of quality service delivery on customers� patronage in First Bank Plc, Kaduna. The bank has failed to take note of the importance of customers satisfaction and cost of banking service is high in the sense that... Continue Reading
(A CASE STUDY OF ACCESS BANK PLC, KADUNA) CHAPTER ONE 1.0 INTRODUCTION 1.1 Background to the Study In a modern economic system, there is distinction between the surplus and deficit economic units and consequently a separation of the savings and investment... Continue Reading