ABSTRACT
Service is the central bank motto in the distribution of its various production packages and marketing strategy implementation.
Customer are satisfied when they get the service they want at the right time, right place , right price and in the right manner. The issue of efficient service in banking industry has being given serious attention nojt only byj them management because of the competitive nature of banking inidustry in Nigeria. This fact and also the view that human needs Are insatiable underscore the need. For a study to improve the services rendered to customers.
Bearing the stated problem in mind this research work has been designed to explore ways at correcting the problems and at improving on the services. This research work is designed to;
-Find out the characteristics of bank staff and their customers with particular reference to the union bank of Nigeria Plc
-Determine the adequacy of the resources both human and materials for effective operations
-To find out if the aims and objectives of the banks are being achieved.
-To find the degree of staff customer relationship.
-To determine the extent of customers complaints’ about non- satisfactory series.
-Causes and effect of poor customers service and suggested solution.
The view is the commercial banks should provide prompt,. Friendly, courteous,, orderly efficient and satisfying service to her customer. Meanwhile, this research work is limited because of time constraint, finance involved and some times non-response from people intervened.
TABLE OF CONTENTS
Title page
Approval page
Dedication
Acknowledgement
Abstract
Table of contents
CHAPTER ONE:
Introduction
1.1Background of study
1.2Statement of the study
1.3Purpose of the study
1.4Signification of the study
1.5Research question
1.6Research hypothesis
1.7Scope of the study
1.8Definition of terms.
CHAPTER TWO
2.0Review of Related literature
2.1Customer service in union bank of Nigeria plc garden Venue Enugu
2.2The role of customer service department in union bank
2.3Some service facilities provided by the bank.
2.4Customer expectation as factors which affect their patronage of a bank.
2.5Customers service benefits of Good customers service.
2.6Causes and effect of poor customer service and suggested solution
2.7Customer service in UBN garden avenue
2.8Service strategies and polices
2.9Attitude efficiency and motivation
3.0Summary of the related literature
CHAPTER THREE
3.0 Research methodology
3.1Design of the study
3.2Area of the study
3.3Population
3.4Sample and sampling techniques
3.5Instrument used
3.6Validity and reliability of the instrument
3.7Method of data collation
3.8Method of data analysis
CHAPTER FOUR
4.0Data presentation and analysis
4.1Presentation of data
4.2Data analysis
4.3Test hypothesis
CHAPTER FIVE
5.0Finding conclusion and recombination
5.1Summary of finding
5.2Conclusion
5.3Recommendation
Bibliography
Reference
Questionnaire
