ABSTRACT
This is a research work, which examines the improvement of customer service in the Nigerian Banking Industry. A case study of UBA Plc. Agbani Road Enugu.
To guide this study the following five research questions and two hypothesis tested were formulated: what are the characteristics of staff and customer of UBA Plc Agbani Road Enugu? To what extent are the human and material resources adequate to achieve effective functionality in UBA Plc? To what extent are the objectives and aims of the UBA Plc are being achieved? What are the relationship between UBA Plc staff and customer of the branch? To what extent are the complaints of non-satisfactory services from customer affect the operation of the bank?
Ho: there is no significant difference at 0.5 in the perception of customers and staff on whether the service received in the bank meets the needs and interest of the customers.
Ho: management is not the cause of bank low performance. A structured questions developed by the researcher was administered to a total of 53 customers and staff of the UBA Plc Agbani Road Enugu.
The data collected were analyzed using chi-square method. The major findings were among: -
1.Most of the resources both human and materials are not available for effective functionality of the services.
2.Majority of its service had not improved.
3.A great deal of improvement needs to be made in the service rendered.
4.Majorities of the customers of UBA Plc Agbani Road Enugu are savings deposits.
Based on the findings, the major recommendations were as follows: enough manpower should always be placed at the counter to attend to customer’s inquiries / needs, quality / status of the counter clerks and cashiers should be raised so that shorter time is spent by customers in carrying out this transaction.
The infrastructural needs be improved. E.g. computerization of savings department.
The bank should encourage staff to enhance in the educational qualification.
TABLE OF CONTENT
Title page
Approval page
Dedication
Acknowledgement
Abstract
Table of content
CHAPTER ONE
INTRODUCTION
1.1Background of the study
1.2Statement of problem
1.3Purpose of the study
1.4Scope of the study
1.5Research hypothesis
1.6Significant of the study
1.7Limitation of the study
1.8Definitions of the terms
References.
CHAPTER TWO
REVIEW OF THE RELATED LITERATURE
2.1Classification of Commercial Banks
2.2Customer service
2.3Effects of Communication on Staff / Customer Relationship
2.4Public relations and Staff / Customer Relationship
2.5Attitude, Efficiency and Motivation
2.6Services Strategies and Policies.
References.
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.1Research Design
3.2Area of the Study
3.3Population of the Study
3.4Sample and Sampling Procedures
3.5Instrument for Data Collection
3.6Validation of the Instrument
3.7Reliability of the Instrument
3.8Method of Data collection
3.9Method of Data Analysis
References.
CHAPTER FOUR
DATA PRESENTATION AND DATA ANALYSIS
4.1Presentation and Analysis of Data
4.2Testing of Hypothesis
4.3Summary of Result.
References.
CHAPTER FIVE
DISCUSSION, RECOMMENDATIONS AND CONCLUSION.
5.1Discussion of Result / Findings.
5.2Conclusions
5.3Implications of the Research Findings.
5.4Recommendations
5.5Suggestion for the Result.
Bibliography.
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