THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH)

ABSTARCT

The business organization operates in an environment and through its interactions with the various elements of this environment, it justifies its existence. The customers is the essences of business. The business organizaiton is expected to continually to satisfy it customer hence this work gets out to investigate the need for improved customer services in the banking industry with particular reference to union Bank of Nigeria PLC

The method applied in this study is a combination of content analysis and survey research the data were sources through both instrument used availed the research the opportunity to have a first hand information.

The method applied in this study is a combination of content analysis and survey research the data were sources through both primary and secondary sources and the instrument used availed the research the opportunity to have a first hand information.

The unit of analysis Union Bank of Nigeria PLC Garden Avenue branch and social artifacts , and the data collected from the units are presented in tables and analyzed using chi-square (x2) method.

Among he major finding of this research work including that the dissatisfaction experience by customers is due to the inefficiency of the bank staff there is a relationship between improved service delivery and bank efficiency and bank profitability.

But owing to the limitation encountered further studies should be carried out to service between two banks operating with the country

TABLE OF CONTENT

Title page

Approval page

Dedication.

Acknowledgement

Abstract

Table content

List of table

CHAPTER ONE

INTRODUCTION

1.1Background of study.

1.2Statements of problem.

1.3Purpose of study

1.4Scope of the study

1.5Research hypothesis

1.6Significance of the study

1.7limitation of the study

1.8Definition of terms

References

CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1The concept of marketing of banking service

2.2Dynamism and marketing of commercial banks service

2.3Customers service strategies and policies

2.4Factors influencing bank service

2.5Management banks density communication socio-economic factor government control

2.6Performance appraisal

2.7Motivation

2.8Problems of marketing of bank service

Reference

CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

3.1Research design

3.2Area of the study

3.3Population of the study size

3.4Instrument for data collection

3.5Validation of the instrument

3.6Reliability of the instrument

3.7Method of data collection

3.8Method of data analysis

Reference

CHAPTER FOUR

DATA PRESENTATION & ANALYSIS

4.1 Presentation and analysis of data

4.2Testing

4.3Summary of result

Reference

CHAPTER FIVE

DISCUSSION RECOMMENDATION AND CONCLUSION

5.1Discussion of result and findings

5.2Conclusion

5.3Implication of the research finding

5.4Recommendations

5.5Suggestions for further research

Bibliography

Appendix

Appendix 2

References

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APA

Ugwu, A. (2018). THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH). Afribary. Retrieved from https://afribary.com/works/the-need-for-improved-customer-services-in-the-banking-industry-a-case-study-of-union-bank-of-nigeria-enugu-main-branch-6114

MLA 8th

Ugwu, Anderson "THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH)" Afribary. Afribary, 29 Jan. 2018, https://afribary.com/works/the-need-for-improved-customer-services-in-the-banking-industry-a-case-study-of-union-bank-of-nigeria-enugu-main-branch-6114. Accessed 05 Jun. 2023.

MLA7

Ugwu, Anderson . "THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH)". Afribary, Afribary, 29 Jan. 2018. Web. 05 Jun. 2023. < https://afribary.com/works/the-need-for-improved-customer-services-in-the-banking-industry-a-case-study-of-union-bank-of-nigeria-enugu-main-branch-6114 >.

Chicago

Ugwu, Anderson . "THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH)" Afribary (2018). Accessed June 05, 2023. https://afribary.com/works/the-need-for-improved-customer-services-in-the-banking-industry-a-case-study-of-union-bank-of-nigeria-enugu-main-branch-6114

THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH)

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