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 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