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 pagei
Approval pageii
Declarationiii
Dedicationiv
Acknowledgementv
Abstractviii
Table of content iv
CHAPTER ONE
1.0Introduction1
1.1Background to the problem2
1.2Statement of the problem5
1.3Objective of the study7
1.4Research hypothesis8
1.5Significance of the study9
1.6Scope of the study 10
1.7Historical background of First Bank of Nigeria Plc11
1.8Definitions of terms14
CHAPTER TWO
2.0Literature review and theoretical framework 19
2.1Bank and customer relationship19
2.2Banker’s duties and responsibilities 25
2.3Types of customer28
2.4Duties owed by customer to his banker31
2.5Bank and customers legal relationship32
2.6Services offered by banks to their customers35
2.7Customers complaints as regards to
banking services offered 38
CHAPTER THREE
3.0Research methodology41
3.1Introduction41
3.2Population and sample size42
3.3Sampling techniques43
3.4Sources of method of data collection45
3.5Method of data analysis47
3.6Justification for the choice47
CHAPTER FOUR
4.0Data Presentation, Analysis and Interpretation
4.1Introduction49
4.2Data presentation 49
4.3Data analysis and interpretation 57
4.4Testing of hypothesis62
4.5Summary of finding66
CHAPTER FIVE
5.0Summary, Conclusion and Recommendation68
5.1Summary69
5.2Conclusion 70
5.3Limitation of the study 71
5.4Recommendations72
Bibliography 76
Appendix78