IMPROVING CUSTOMER SERVICES IN NIGERIAN COMMERCIAL BANKS
INSTITUTE OF MANAGEMENT AND TECHNOLOGY (IMT). ENUGU
ABSTRACT
A person(s) is regarded as a customer of a bank, if him/her has account with the bank or a person become a customer with money or cheque and asks to have an account opened in his/her name and account in person (s) name.
So when we talk about improving customer services in Nigerian commercial banks, we mean all those devices or techniques use by commercial banks to improve customers services in their banks.
Furthermore, this project work has three chapters. Chapter one contains a general discussion of customer services as seen by different people. It state the problem and why this study was carried out and finally the proposition and the definition of terms.
Chapter two, unfold how we can improve customer services in commercial banks. This is done through reviewing what other people have written in relation to the project topic.
Chapter three falls about the summary, the conclusion and recommendation in relation to the above topic.
TABLE OF CONTENT
CHAPTER ONE
INTRODUCTION 1
1.1 STATEMENT OF THE PROBLEM 2
CHAPTER TWO
2.1 BANK AND CUSTOMER RELATIONSHIP 10
BANKS TO THEIR CUSTOMERS 12
LIMITATIONS OF COMMERCIAL BANK
TO CUSTOMERS 15
CHAPTER THREE
3.1 CONCLUSION 20
RECOMMENDATION 22
CHAPTER ONE
INTRODUCTION
The purpose of this study is to find the techniques that is applied in improving customers services in Nigerian commercial banks. Commercial banks in Nigeria are looked upon as those banks in Nigeria that accepts deposits and used cheques for in the drawls, example of such are; Afribank limited, African Continental banks (ACB) etc.
Almost invariable, anybody who has anything to do sees himself as a bank customer at least as much as he is within the banking premises. Commercial prudence also dictate that the banks affords its best attention to all and sundry, what ever the type of relationship they may seem to be having into the bank. But the question now is who then amongst these people are customers, and if some are not customers that are they?
In great western railway company limited V. London and country banking company limited (1901). It was held that a person who has been cashing cheques from the over may years was not a customer of the bank by his mere cashing of cheques. There must be more then a mere cashing of cheques to make one a customer. It simply means that anyone who is not having account with the bank, cannot be regarded as a bank customer.
Furthermore, in Landbrokes and company V. Todd (1914) where it was held that, “there must be a time when someone began to be a customer. A person becomes a customer of a bank when he goes to the bank with money or cheque and asks to have an account opened in his name and the bank accepts the money and it is prepared to open an account in the name of the person”.
1.1 STATEMENET OF PROBLEM
Banking is in the services industry. The quality of services rendered by our banks have been attracting criticisms from people in all works of life. The government functionaries, business men, the media and the general public are all very critical of banking services. The complaints range from those of cheques or making withdrawals, tardiness in granting loans and or credits, to unfriendly attitude of bank workers. Even, government that own a sizeable proportion of the share in most banks is known to have constantly all used banks of not identifying enough with the nations aspirations. The chief of general staff had cause to appeal to bankers to leave arm claim banking and adopt the marketing concept in carrying out banking activities.
As early as 1943, Dr. Nnamdi Azikiwe said that “ I was frustrated because of the shoddy way and manner the manager of the marina branch of the bank of British West Africa limited treated me with rebuff. Not only did he keep me standing in his office for some minutes, he was curt and condescending as if I was seeking for favour. Naturally, my pride was hurt and it downed on me that the struggle for Nigerian freedom had many fronts, and that political freedom was not enough, economics freedom must be won also”. Most banks do not put their customers in the prime place as they are supposed to be there is now keen competition, and to complete means to improve customers services. Are these criticisms justified or are they just a mare rundown of the banking industry because they are making profit in an era of economic slump?
There have been criticisms about the banking industry in the way they render services to their customers. They do not see the customer as king. The researcher wants to carryout a research on what banks do and find out if they will adopt the marketing concept in the condition of services. The researcher also wants to have an empirical based either to support all the sources about the poor impression people have of the banks and to advice them on how to improve their services by adopting the marketing concept. The magic of life.
A business must learn to think of itself not as producing goods or services, but as buying customers, and doing the things which will make peoples want to deal with it. Do banks really know their customers and are they wooing them as men woo girls they fancy or love? If my findings are not valid, I would say there are no bases for the criticism, if their services are poor, why should they make so much profits are they doing this at the detriment of their customers?
From all that has been written above, it is the aim of this study to take a segment of the banking industry, and study the approach of the banks to their customers.
It is the objectives of this study to know if:
The following terms use in this study should be taken to mean the following:
BANKING: Banking is defined in the 1969 act as the business of receiving monies from outside source as deposit irrespective of the payment of interest, and the granting of money loans and acceptance of credits or the purchase of bills and cheques or the purchase of bills and cheques or the purchase and sales of securities for account of others or the incurring of the obligation to acquire claims in respect of loans prior to their maturity or the assumption of guarantees and other warranties for others or the effecting of transfers and clearings and such other transactions as the commissioner may, on the recommendation of the central banks, by order published in the federal Gazette designate as banking business.
CUSTOMER: There is no statutory definition of a customer. A person(s), society, firm or company may be formulate a customer when he makes an offer to become a customer, which the banks duly accepts.
MARKET CONCEPT: “The marketing concept holds that determining the needs and wants of target markets and delivering the desired satisfactions more effectively and efficiently then competitions”.
PRODUCT: A product is something that is viewed being capable of satisfying needs or wants.
SERVICES: These are separately identifiable intangible activities which provides wants satisfaction when marketed to customers and or industry users and which are not necessarily tied to the sale of a product or another service.
| 1 - 5 of 96 Reviews |