IMPROVING CUSTOMERS SERVICES IN NIGERIAN COMMERCIAL BANKS
Service is the central bank motto in the distribution of its various production packages and marketing strategy implementation.
Customers are satisfied when they get the service they want at the right time, right place, the right price, and in the right manner. The issue of efficient service in the banking industry has been given serious attention not only by the management because of the competitive nature of the banking industry in Nigeria. This fact and also the view that human needs are insatiable underscore the need for a study to improve the services rendered to customers.
Bearing the stated problem in mind this research work has been designed to explore ways at correcting the problems and at improving on the customer's services. This research work is designed to;
- Find out the characteristics of bank staff and their customers with particular reference to the union bank of Nigeria Plc
- Determine the adequacy of the resources both human and materials for effective operations
- To find out if the aims and objectives of the banks are being achieved.
- To find the degree of the staff customer relationship.
- To determine the extent of customers complaints’ about non- satisfactory series.
- Causes and effect of poor customer service and suggested solution.
The view is the commercial banks should provide promptly, Friendly, courteous, orderly efficient, and satisfying service to her customer. Meanwhile, this research work is limited because of time constraints, finance involved, and sometimes non-response from people intervened.
CHAPTER ONEintroductionbanking: it is an institution established for the purpose of rendering retail banking services at a profit. Improving customer services in Nigerian banks: Banking in Nigeria has grown beyond the variety of banks increased. Competition as result banks were forced to be in no value and services oriented. But this high rate of growth in the banking industry has yielded some undesirable side effects amongst these is the loss of professionalism in the services at banks to their customers. This is one of the major problems facing our banking system in Nigeria today. This is one of banking malfeasance but the loss of professionalism in the exercise of banks to their customer was chosen in order not to deviate from the scope and limitations of his research work. The solution to this problem lies with the management to regain the expected professionalism which should be exercised by banks dealing with their customer. The management can only achieve this by using any possible strategy to ensure that customer senses in Nigeria commercial banks their aims at determining the relationship that exists between commercial banks and their various customers. This relationship must be cordial to ensure an atmosphere that is smooth enough for business transactions. This works gives a true description of the right, duties, and responsibilities of commercial banks to their customer. It also highlighted circumstances under which the bank can disclose information about the customer is also pinpointed. This piece of work also treated the measure to be ken to ensure that customer services in such area as staff and so on can be improved. Further steps are to creating awareness as regards the problems associated without commercial bank the cause of this problem and the possible ways of solving them. Banks start to derive a lot of benefits from the improvement of customers satisfactory services at all times1.1. BACKGROUND OF THE STUDYImproving customer services in Nigeria commercial banks. These banks are controlled under the central bank guide and control them. Commercial bank's main aim is to improve their customer services which involve management providing the professionalism to achieve the possible strategy to ensure the aim objective of this purpose. Their aim of improving customer sensitives in Nigeria by the following procedure is as follows.1. Improving the relationship between banker and customers, which are the(a) Debtor – creditor relationship(b) Agency(c) Contractual and(d) General relationship.1.2. STATEMENT OF THE PROBLEMThere are some problems in him in facing banks mostly commercial banks in Nigeria today, these problems hinder the growth of commercial banks in the society. The major problems hindering the growth of commercial services in the banking system in this case a carefully planned and excel gently promoted commercial service in banking can be struggled along the line by the inadequacy of staffing opening a number of branches in a rural and urban area and fraudulent activities by staff.1.3. PURPOSE / OBJECTIVE OF STUDYThe objective of this can be seen thus:i. It will promote or improve customer services in the banking system (commercial banks).ii. It will serve as the relationship between banker and customer.iii. It will provide a creditor-Debtor relationshipiv. It will encourage management to exercise professionalism1.4. SIGNIFICANCE OF THE STUDYThe significance of this study can never be over-emphasized, it is aimed at determining the relationship that exists between commercial banks and their various customers. It also gives a thorough description of the right, duties, and responsibilities of commercial banks to their customer also on the circumstances under which the bank can disclose information about her customer, therefore, it treats the measure to be taken to ensure that customer services in such areas as staffing and so on can be improved..