ABSTRACT
This research work was aimed at list for creating customer patronage for Bank services. Using Diamond Bank Nig. Plc as the case study. The study also examined the commitment of the bank towards ensuring a better service and to better advice in the appropriate percentage of the Quality of service to be used so as to increase the customers patronage of the Diamond Bank Nig. Plc.
-Other objectives are to determine how this service quality helps to generate patronage for Diamond Bank.
-To determine how reliable is the service delivery system of Diamond Bank.
-And determine how long is taking Diamond Bank to serve its customers of any point in time.
To achieve this, directly related literature was reviewed. Also questionnaires were distributed to both the management/staff of the Diamond Bank Nig. Plc and their responses as well as to collect data to lest the hypotheses for the study.
The population of this study is restricted to the relevant staff/management which I about (69) sixty – nine and for the customers is about (100, 000) Hundred thousand. The sample size was determined (Three Hundred and Ninety - eight).
In analyzing the research instrument used, Chi – Square method of statistical analysis were used to anlyse and test of hypotheses.
The findings of the study are as follows:-
-That the productivity of bank staff depended not only on how their efforts are appreciated.
-That the staff of the Diamond Bank have the necessary facilities which enable them to meet customers demand of the right time.
-That the Diamond Bank ensures the security of customer deposits.
-That the staff of the Diamond Bank are quarterly appraised to check their Job performance.
Based on the above findings, the following recommendations were equally made:-
-The percent level of service delivery should be maintained and imposed upon in order to enhance their performance.
-The policies establishing quality and which is a guide to quality assurance should be constantly reviewed to meet up with the ever-dynamic environment of business.
-The numerous products on offering or to be offered to the customers should be brought to their notice through the appropriate promotional strategy.
Based on the findings and recommendations already highlighted above conclusions was therefore made that all hands must be on desk to ensure that the grounds covered are maintained and improved upon daily.
Finally, if the above recommendations are strictly adhered to the Diamond Banks Nig. Plc will definitely always involve on its service quality.
TABLE OF CONTENTS
Title page
Approval page
Dedication
Acknowledgment
Abstract
Table of contents
Chapter one:
Introduction
1.1 Background of the study
1.2 Statement of the problem
1.3 Objectives of the study
1.4 Hypotheses formulation
1.5 Significant of the study
1.6 Scope of the study
1.7 Definition of the terms
Chapter two
Literature review
2.1 Overview of the study
2.1.1Service reliability
2.2 Importance of service to marketing
2.3 Overview of quality
2.3.1Dimensions of quality
2.3.2Dimensions of quality
2.3.3Satisfaction an profitability
2.4 Measuring of service quality
2.5 The place of quality service.
2.5.1Bank marketing management
2.6 Diamond bank and the concept of service quality.
2.6.1Client service
2.6.2Bank customer relationship
2.6.3Service delivery
2.7 Impact of service quality on diamond bank nig. Plc.
2.8 Total quality management and diamond bank nig. Plc.
Chapter three
Research methodology.
3.1 Sources of data
3.2 Population of the study
3.3 Determination of the sample size
3.4 Research instrument used
3.5 Sampling technique/data treatment and analysis
3.6 Limitations
Chapter four:
Presentation, analysis and interpretation of data
4.1 hypotheses testing
Chapter five:
Summary of findings, recommendation and conclusion
5.1. Summary of findings
5.2. Recommendations
5.3. Conclusion
Bibliography
Appendix (I)
Appendix (II)