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 19 Jul. 2024.

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. 19 Jul. 2024. < 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 July 19, 2024. 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