ABSTRACT
This project titled “Evaluation of Customer Services in Banking Industry” (A case study of First bank of Nigeria plc). It is aimed at evaluating the level of customer services in the banking industry. It has been a wondering issue that majority of the banks in Nigeria do not recognize the importance of customers. They keep them than the necessary on the queue and give them embarrassment unnecessary. This project is designed to find out whether the customer are satisfied with all these situations. To carry out this work, the cross section of the bank employed used for these study is in known and the cross section of bank customer and survey research design in carrying out this work. This instrument used comprises of questionnaires, interviews, observation an documentary investigation. After collecting the data, it was tabulated and analyzed according to the theoretical manners. In this work, the researcher analyzed the relationship between the customer and the bankers with examining and highlighting the responsibilities and the rights of bankers to their customers. Different categories of customers were also examined and the right of each of them. The study makes the researcher to find out that the customer are not duly satisfied and that the cashier are the major contributors of the inefficient services rendered by the banks. Management also has its portion in contributing to inefficient services rendered in terms of control, direction and supervision. Finally, the inefficient service rendered by the bank cannot keep the customer satisfied.
TABLE OF CONTENT
Title page i
Approval page ii
Declaration iii
Dedication iv
Acknowledgement v
Abstract viii
Table of content iv
CHAPTER ONE
1.0 Introduction 1
1.1 Background to the problem 2
1.2 Statement of the problem 5
1.3 Objective of the study 7
1.4 Research hypothesis 8
1.5 Significance of the study 9
1.6 Scope of the study 10
1.7 Historical background of First Bank of Nigeria Plc 11
1.8 Definitions of terms 14
CHAPTER TWO
2.0 Literature review and theoretical framework 19
2.1 Bank and customer relationship 19
2.2 Banker’s duties and responsibilities 25
2.3 Types of customer 28
2.4 Duties owed by customer to his banker 31
2.5 Bank and customers legal relationship 32
2.6 Services offered by banks to their customers 35
2.7 Customers complaints as regards to
banking services offered 38
CHAPTER THREE
3.0 Research methodology 41
3.1 Introduction 41
3.2 Population and sample size 42
3.3 Sampling techniques 43
3.4 Sources of method of data collection 45
3.5 Method of data analysis 47
3.6 Justification for the choice 47
CHAPTER FOUR
4.0 Data Presentation, Analysis and Interpretation
4.1 Introduction 49
4.2 Data presentation 49
4.3 Data analysis and interpretation 57
4.4 Testing of hypothesis 62
4.5 Summary of finding 66
CHAPTER FIVE
5.0 Summary, Conclusion and Recommendation 68
5.1 Summary 69
5.2 Conclusion 70
5.3 Limitation of the study 71
5.4 Recommendations 72
Bibliography 76
Appendix 78
