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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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

1.1 Background of study.

1.2 Statements of problem.

1.3 Purpose of study

1.4 Scope of the study

1.5 Research hypothesis

1.6 Significance of the study

1.7 limitation of the study

1.8 Definition of terms

References

CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1 The concept of marketing of banking service

2.2 Dynamism and marketing of commercial banks service

2.3 Customers service strategies and policies

2.4 Factors influencing bank service

2.5 Management banks density communication socio-economic factor government control

2.6 Performance appraisal

2.7 Motivation

2.8 Problems of marketing of bank service

Reference

CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

3.1 Research design

3.2 Area of the study

3.3 Population of the study size

3.4 Instrument for data collection

3.5 Validation of the instrument

3.6 Reliability of the instrument

3.7 Method of data collection

3.8 Method of data analysis

Reference

CHAPTER FOUR

DATA PRESENTATION & ANALYSIS

4.1 Presentation and analysis of data

4.2 Testing

4.3 Summary of result

Reference

CHAPTER FIVE

DISCUSSION RECOMMENDATION AND CONCLUSION

5.1 Discussion of result and findings

5.2 Conclusion

5.3 Implication of the research finding

5.4 Recommendations

5.5 Suggestions for further research

Bibliography

Appendix

Appendix 2

References

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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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