IMPROVING CUSTOMERS SERVICES IN NIGERIAN COMMERCIAL BANKS – Complete Project Material


CHAPTER ONE

INTRODUCTION

1.0 IMPROVING CUSTOMER SERVICES IN NIGERIA
COMMERCIAL BANKS

It
will be necessary to elucidate more on the worlds, customer, bank, banking
business, bankers, commercial bank and services.

WHO IS A BANK CUSTOMER?

Almost
invariably, anybody who has anything to do in the bank, no matter the nature,
seeing himself as a bank customer at least as much as he is within the banking
premises.

Commercial
prudence also dictate that the bank affords its best attention to all and
sundry, what ever the type of relationship they may seem to be having with the
bank.

But
the question now is who then amongst those people are customers, and if some
are not customers what 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
dependent bank, on this employer over many years was not a customer of the bank
by his mere cashing of cheques.

 
There must be more than a mere cashing of cheques.

It
simply means that anyone who is not having an account with the bank cannot be
regarded as a bank customer. Furthermore, there must be a time when someone
began to be a customer.

A
person can becomes a customer of a bank when he goes to the bank with money or
a cheque and asked to have an account opened in his name and the bank accepts
the money or a cheque, and is prepared to open an account in the name of the
person.

WHAT IS BANK

Dr.
H. Hart define bank as “a person or company carrying on the business of
receiving monies and collecting drafts for customer subjected to the obligation
of honoring cheques drawn upon them from time to time by customers to the
extent of the amount available on their current account.

In
addition to that, section 41 of the Nigerian banking act of 1962 define a bank
as any person who carries on banking business and includes a commercial bank,
an acceptance account, financial institution and merchant banks.

WHAT IS BANKING BUSINESS

Section
41 of the Nigerian Banking Act of 1962 also defined banking business as the
business of receiving monies form outside sources as deposits of payment of
interest in the granting of money loans and acceptance of credit or the
purchase of bills and cheques or the purchase and sale of securities for
account or other of the incurring of the obligation to acquire claims in
respect of loans prior to their maturity or the assumption of guarantee and
other warranties for other or the effecting of transfer and clearing and such
other transactions as the commissioner, may on the recommendation of central
bank, by other published in the gazette, designate as banking business.

Section
61 of the banks another financial institution decree on 25 of 1991 (BOFID)
defined banking business as “the business of receiving deposits on current
account, paying or collecting cheques, drawn by or paid in by customers,
provision of finance or such other business as the gazette, designated as
banking business”.

WHAT IS A BANKER:

Over
the years it has been a very difficult task to give a true meaning and
definition to the word “Banker” as people misconceive it to be worker in the
bank.

However,
J.N. Gilbert defined a banker as “a dealer in capital or more properly in
money.

He
is an intermediate party between the borrower and the lender.

He
borrows from one party and lends to the other.

G.I
Bert in his definition lays emphasis meanly on the traditional functions of
bank (ie) probilisation of deposits and granting of loans and advances.

The
bill of exchange act of 1882 defined a banker as “A body of persons whether
incorporated or not, who carry’s on the business of banking “the bankers books
of evidence act 1879 defined a banker as “any person, persons, partnership or
company carrying on the business of banking and having duly make a return to
the commissioner of Inland revenue and also any saving bank certified under the
act relating to savings bank and also any post office saving bank.

However,
from these definitions one can conclude that a banker is any person or
corporation that provide a minimum banking services and which is license as a
bank by the federal government of Nigeria as a banking institution.

WHAT IS A COMMERCIAL
BANK

Commercial
banks are looked upon as those banks in Nigeria that accept deposits and uses
cheques for withdrawals, examples of such bank are:

1.
Access bank Nigeria limited

2.
Afric bank limited

3.
African continental bank

4.
All state trust banks

5.
Citizen bank Nigeria limited.

1.1     OBJECTIVE
/ AIMS OF THE STUDY

Firstly,
the researcher aimed at determining the problems of commercial banking in
Nigeria.

Secondly,
to evaluate the functions and duties of commercial banks to their customers.

Lastly,
to highlight the avenues for improving customers services in Nigeria commercial
bank.

1.2     SIGNIFICANCE
OF THE STUDY:

The
researcher has patterned to create awareness on commercial bank with regard to
their problem.

It
will be used in helping the commercial bank in identifying the causes of
customer’s leisure and ways of barricading them.

This
will of no doubt if achieved help to maximize profit because the higher the
customers the higher the profit.

It
will equally help the customer to identify those common areas of conflicts with
their bank to help transact peacefully.

1.3     BRIEF
HISTORY OF COMMERCIAL BANK

In
Nigeria, banking came with the advent of the British Colonists.

The
introduction of the first modern banking dated back to 1992 when the African
banking corporation was established in Lagos at the invitation of elder
demporter and company.

African
Banking Corporation was based in South Africa but merely opened a branch office
in Lagos to finance the shipping business of elder deporter company who was
operating stream ship services between liver pool and the West Coast of Africa.

Probably,
as a result of the good performance of the banking corporation another bank
opened its branch office in Lagos in 1894.

The
bank was the British West Africa bank now known as first bank Nigeria plc which
was registered in London in 1892 with and authorized capital of 100,000
pounds. 

This
bank enjoyed the monopoly over banking business in Nigeria until 1916.

Until
this date, however the British silver currency in West Africa as issued by the
West African Currency board, which was established in 1912.

The
bank of British west Africa remained dominant in the field until 1916 when the
Colonial bank which was mere aggressive in the business of banking was
established.

As
a result of its dynamism, the bank opened fifteen branches within four years of
its establishment in West Africa.

In
1925, the assets and liabilities of this bank were taken over by a consortium
of banks comprising Barclays bank, Anglo Egyptian bank and the National bank of
South Africa to from a new bank named Barclays bank, dominion, Colonial and
over seas (D.O).

This
new bank had to change its name and late to Union bank of Nigeria plc.

Other
expatriate bank such as united bank for Africa (UBA), bank of India bank of
America and chase innattant bank were later introduced into Nigeria.

The
colonial government and businessmen established these banks and on such, they
were mainly catering for the interest of expatriate the indigenous men and
women and their enterprises were severally discriminated against.

This
discriminatory attitude of these foreign banks led to the first known protest
by the Nigerian business community.

This
was followed by an appeal from the native traders of Lagos to the financiers
from Great Britain when they visited Lagos in 1912.

The
height of these was the establishment in Lagos of the first indigenous bank in
1929.

This
protest “motivated “bank which was established primarily to moderate the
effects of the discriminatory credit and investment policies of the expatriate
bank against the indigenous enterprises went into liquidation in 1930. In 1931,
another indigenous bank banking institution, the Nigerian merchant bank was
formed with an initial paid up capital of N3, 400.

Its
total deposit did not exceed N5000 before it voluntarily liquidate in
1936.

This
bank had the same managing director with the fist indigenous bank (the
industrial and commercial bank) that liquidate in 1980.

The
features of these banks were largely due to inadequate capital, inexperienced
management and inefficient and crude accounting methods, as well as the
prevailing economic depression at that time.

In
spite of these woeful features the determination of Nigerians to own, control
and manage their own banks continued.

However,
successful indigenous banking efforts in Nigeria thus began with the
establishment of the National bank of Nigeria limited in 1993.

The
bank started with a normal capital of N20000 and paid up capital grew
from N2, 046 in 1936 to N29, 108 in 1946.

The
next successful established indigenous bank founded by Dr. Nnamdi Azikiwe in
1947.

Other
successful indigenous banks were established after wards.

1.4.   
STATEMENT
OF PROBLEM

Customer
satisfaction is the single most important issue affecting organizational
survival. It has the most important effect on customer retention and in order
to narrow it down, focus on customer service quality as one of the customer
satisfaction factors. Despite this fact, most companies have no clue what their
customers really think. They operate in a state of ignorant bliss, believing
that if their customers were anything less than 100-percent satisfied they
would hear about it. Then they are shocked when their customer base erodes and
their existence is threatened. The key to competitive advantage is proactively
gauging customer perceptions and aggressively acting on the findings. The
techniques for doing this do not have to be difficult; they just have to be
timely and effective. Knowing that customer service is a pillar of the bank,
the researcher therefore decided to find out whether the kind of customer
service being provided in first bank plc has any effect on customer
satisfaction and whether there are barriers that prevent quality customer
delivery.

1.5 RESEARCH HYPOTHESES

H01: Customer service
management has no effect on banking business in Nigeria.

H02: There is no significant relationship between
customer service and organizational performance.

1.6SCOPE OF THE STUDY 

The study is
based on the effect of customer service on organizational performance in
Nigerian banking institutions: case study of first bank Plc; Warri, Delta.

1.7 LIMITATION OF STUDY

Financial constraint– Insufficient fund tends to impede the
efficiency of the researcher in sourcing for the relevant materials, literature
or information and in the process of data collection (internet, questionnaire
and interview).

Time constraint– The researcher will simultaneously engage in this study
with other academic work. This consequently will cut down on the time devoted
for the research work.

1.8 DEFINITION OF TERMS

Customer Service: Is the process of
ensuring customer satisfaction with a product or
service. Often, customer service takes place while performing a transaction for
the customer, such as making a sale or returning an item. Customer service can
take the form of an in-person interaction, a phone call, self-service systems,
or by other means.

Organizational
performance:
It comprises the actual output or
results of an organization as measured against its intended outputs
(or goals and objectives). Specialists in many fields are concerned with
organizational performance including strategic planners, operations,
finance, legal, and organizational development.

Banking institution:
(also referred to as a universal or commercial bank) can range from a large
financial institution with a highly visible brand name and an international
presence to a small organization with a local presence.


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