THE IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANKS ON EFFICIENT CUSTOMER SERVICE IN NIGERIA (A CASE STUDY OF FIRST BANK PLC)

THE IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANKS ON EFFICIENT CUSTOMER SERVICE IN NIGERIA (A CASE STUDY OF FIRST BANK PLC) 

        INTRODUCTION  

A commercial bank in a country can be described as the fuel tank which supplies oil that lubricates trade and industry in order to get the wheel of economic activities in motion. A commercial banks is no larger uniquely described in terms of being a financial intermediary offering demand deposit and commercial lending service. Rather, it is a financial intermediary that provides financial service in an evolving industry.

The financial service is affected by both the organization and the structure of the bank. The quality of financial services rendered by the bank has great effect to some extent in determining the degree of patronage by the public.

Competition among banks due to the rapid growth in the number of financial institutions is so high that a wide range of institution via with one another in affricating customers and offering the customers a verity of financial services. With the foregoing the study will endeavor to examine to what extent the organizational structure of the FIRST BNAK PLC, militate against its provision of efficient service to its customers.

1.1            BACKGROUND OF THE STUDY

Commercial banking in Nigeria dates back to the early colonial period. The decline in barter system of trade and the rise in financial transaction of the colonial government required an institutions in the form of a commercial bank for safety and transmission of funds. It was for this purpose that African banking corporation based in south Africa was invited in 1892 to open a branch office in Lagos. The African banking corporation was therefore the first modern commercial bank to open a branch office in Lagos in that year.

In the year 1894 its operation were taken over by the bank of British West Africa.

In 1899, the bank in Nigeria was established by the royal Niger company. In the year 1912, the bank of British West African absorbed the bank of Nigeria and exercised monopoly over Barclays bank started operation in Nigeria, other colonial, banks joined in the later year.

The indigenization exercise abolished the existence of the expatriate banks in Nigeria. Their existence was terminated. For some of the following reason:

The integration of the monetary and security market for   liquid assets and investment of excess reserve and in effect retardation of the emergence of local money and capital markets. The banks by virtue of their interlocking relationship with important transnational banks are assured of credit Accommodation. The operations of the banks failed to take into consideration the credit needs of Nigeria.

The discrimination suffered by Nigeria spurred them to attempt to found their own bank. In year 1973 the banking industry was indigenized by the federal government acquiring 40% of the equity of foreign banks in Nigeria.

This indigenous commercial banks in Nigeria represent the effort of Nigeria businessmen to establish their own banks since the expatriate banks have not been particularity interested in giving them assistance they own business.

          The first effort in this direction was the establishment of the industrial and commercial bank in 1929 which failed in 1930.  The Nigeria mercantile bank was formed in 1931 but it went into voluntary liquidation in 1936.

Successful indigenous banking effort in Nigeria began with the establishment of the national bank of Nigeria in 1933. The next successful Indigenous bank the African continental bank was established in the year 1957. The pan Nigeria bank was established in the year 1951. Currently there are over 60 Indigenous commercial banks in Nigeria with numerous branches spread throughout the country.

In fact, the period 1947 to 1952 witnessed the experience of bank failures in Nigeria. It has been shown from available records that these banks also collapsed with the same rapidity with which they were established. project topics   final year project topics and research materials 

By 1954 twenty one(21)out of the twenty five (25)  indigenous banks failed due to inadequate capitalization over trading, lack of technically skilled personnel and of course poor management. The failures were an affairs for banks officials, depositor and government.

The forty three commercial banks which responded to our survey reported having a total of 397 board members for an average of about 9 members per an board. No bank has more than 15 members and no bank has more than 15 members on its board.

There appeared to b no relationship between  bank size and board size or size. For example, the biggest three banks and fifteen and thirteen board members.

Similarly, some state owned banks had between five and six board members just as state owned banks had between five and six board members.

The survey also revealed that out of the 397 board members, only 154 of them had equity interest in the banks they were directing.

In other word, 234 board members were not shareholders in the bank they directed. As would be expected, the directors without equity interest were primary representing state and federal government interests in the banks. The directors were government appointees.

The indigenous bank as a group have contributed significantly to the economic development operate mostly in the indigenous  business sector and have extended credit to small and large scale indigenous entrepreneur .

Secondly, they have contributed to the development or potential depositor and banking habit W.A. (1970) in his development process states that development occurs in all directions.

Simultaneously, growth and development run into bottlenecks sectors.

“thirdly the aggressive mobilization of the domestic savings though direct contact with the people and the use of mortem have  contributed development. Introduced by Shaw and MacKinnon in (1973) as the concept of “financial deepening” and also providing employment opportunities for Nigeria in responsible position in banking Industry.

The Structure of the Nigeria Commercial Banks can be Discussed As:

Branch banking, the commercial banks in Nigeria operate the branch banking structure.

This is a structure arrangement where by very few large banks with net work of branch office dominate the economy. This branch banking takes instructions from their head offices (not autonomous).

Indigenous banks this is a banking structure in which the ownership of banks invested completely on the indigenes of the country. These banks operate mainly in their state of origin some of them have their head office at their state origin.

They serve mainly indigenous interest.

          Mixed banks, these are banks that are jointly owned by Nigerians and foreigners. The maximum ownership interest of the foreigners in Mixed banks is 40%. The indigenous owners have a 60% minimum ownership interest in the mixed banks.(Orjih .J.1996)

1.2            STATEMENT OF PROBLEM

Banking is a service industry and a such a bank should have it as a duty to provide services to its customers.

In other to remain in good business, the banks services must be tailored to the public needs and rendered efficiently.

All efforts should be made to eliminate or reduce delays .speed and accuracy should be the watch-word.

          A bank which produces and renders service efficiently would embraces the patronage of the public and enhance the economic growth.

          Infect the rendering of efficient service and profitability and so on.

All these obligations of a bank, its customers are very important in any country.

          The reverse however is the case in being made by the customers of first women, the asset that there are inadequate service and frustrating delay in first bank plc they normally complain that “time is money” and they believe that any time wasted or lost in order to with draw or deposit money is a lot to their business.  

          Civil servants often complain that a great number of hour is lost when they level their office for hour just either to deposit or withdraw money from the bank.

All these problems will affect our economy, if not amended and also the gross national product will be adversely affected.

          The researcher, therefore want to determine the principle causes of this delay, caused by the staffs of first banks offices and its organizational structure.

“An investigation into these question is the main basis of the study.

1.3                        OBJECTIVE OF THE STUDY

The objectives of this study are stated as follow:

To find out ways of improving the quality and the efficiency of those financial service products, rendered to the customers of first bank plc.  To investigate some ways of eliminating or ridiculing delay by first bank (nig) plc. To its customers. To examine if the service rendered and produce by first bank (nig) plc will embrace the patronage of the public and enhance the economic growth of the country. To examine the impact of organizational structure of first bank plc from 1999 – 2004 on an efficient customer services.

1.4                 RESEARCH QUESTIONS

The following research question, which will be answered in the questionnaires for customers staff and the management staff are formulated as follows:

What are the ways of improving the quality and the efficiency of those financial services/products rendered to the customers of first bank (Nig) Plc? What  are the ways of eliminating or reducing delay by first bank (nig) plc to its customers? Does the service rendered and produce by first bank (Nig) Plc embrace the patronage of the public and enhance  the economic growth of the country? Does the organizational structure of first bank plc from 1999 – 2004 have an impact on efficient customer service?

1.5            STATEMENT OF HYPOTHESIS

1. Ho:         There is no improvement in the quality and the   efficiency of those financial service/ products rendered to the customers of first bank (Nig) Plc?

Hi:              There is an improvement in the financial in the quality and the efficiency of those financial service / products rendered to customers of first bank (Nig) plc from 1999 -2004

2. Ho : There is no delay by first bank (Nig) plc to its customers.

 HI :        There is delay by first bank (Nig) plc to its customers.

3.  HO:        The service rendered and produce by first bank (Nig) PLC does not enhance the patronage of the public and enhance the economic growth of the country.

HI:       The service rendered and produce by first bank (NIG) plc embraced the patronage of the public can enhance the economic growth of the country from 1999 – 2004

4.Ho:          The organizational structure of first bank plc does  not have an impact on efficient customer services.

HI :    The organizational structure of first bank plc from 1999 – 2004 have an impact on efficient customer service

1.6                 SIGNIFICANCE OF THE STUDY

This research work can be of great help to those who have little or no knowledge in banking business.

It will be valuable to people who are interested in the banking profession and want to make it their career.

          This study  will also help the management of first bank plc to appreciate areas where improvement is needed in its organizational structure in other words the management of first bank plc will find it helpful  in making some amendments  such as restructuring its organizational structure so as to be able to improve on the service which it renders to the customers or members of the public.

          Finally, this is also very important to the research in partial fulfillment of the requirement for the national diploma.

1.7     SCOPE AND LIMITATION        

This research study covers the organizational structure of first bank (NIG) PLC. The function of the different departments and the service rendered by this banks to its customers.

No research carried out in any filed of human endeavour cold be said to be perfect nor without limitation;

Therefore, we cannot delude ourselves that the study will take into account all that is required in the field.

The mere fact that researcher ventured into the field for the first time was a limitation of its own, no matter the carefulness or the pains that would be taken in conducting a research there must be some act of omission and omission.

Secondly data was collected from first bank customers staff from some selected branches in Enugu and Onitsha due to the proximity of the cities to the researcher. 

Otherwise, the study would have extended to other states of the duration set for this research is too short.

.

Click Here To Get The Complete Project »

How To Write Chapter Three Of Your Research Project (Research Methodology)

  • Methodology In Research Paper


    Chapter three of the research project or the research methodology is another significant part of the research project writing. In developing the chapter three of the research project, you state the purpose of research, research method you wish to adopt, the instruments to be used, where you will collect your data, types of data collection, and how you collected it.

    This chapter explains the different methods to be used in the research project. Here you mention the procedures and strategies you will employ in the study such as research design, study design in research, research area (area of the study), the population of the study, etc. You also tell the reader your research design methods, why you chose a particular method, method of analysis, how you planned to analyze your data.

    Your methodology should be written in a simple language such that other researchers can follow the method and arrive at the same conclusion or findings.

    You can choose a survey design when you want to survey a particular location or behavior by administering instruments such as structured questionnaires, interviews, or experimental; if you intend manipulating some variables.

    The purpose of chapter three (research methodology) is to give an experienced investigator enough information to replicate the study. Some supervisors do not understand this and require students to write what is in effect, a textbook.

    A research design is used to structure the research and to show how all of the major parts of the research project, including the sample, measures, and methods of assignment, work together to address the central research questions in the study. The chapter three should begin with a paragraph reiterating the purpose of research. It is very important that before choosing design methods try and ask yourself the following questions: Will I generate enough information that will help me to solve the research problem by adopting this method?

    Method vs Methodology

    I think the most appropriate in methods versus methodology is to think in terms of their inter-connectedness and relationship between both. You should not beging thinking so much about research methods without thinking of developing a research methodology.

    Metodologia or methodology is the consideration of your research objectives and the most effective method and approach to meet those objectives. That is to say that methodology in research paper is the first step in planning a research project work.

    Design Methodology: Methodological Approach

    Example of methodology in research paper, you are attempting to identify the influence of personality on a road accident, you may wish to look at different personality types, you may also look at accident records from the FRSC, you may also wish to look at the personality of drivers that are accident victims, once you adopt this method, you are already doing a survey, and that becomes your metodologia or methodology.

    Your methodology should aim to provide you with the information to allow you to come to some conclusions about the personalities that are susceptible to a road accident or those personality types that are likely to have a road accident.

    The following subjects may or may not be in the order required by a particular institution of higher education, but all of the subjects constitute a defensible in metodologia or methodology chapter.

    Click here to complete this article - How To Write Chapter Three Of Your Research Project (Research Methodology)

TESTIMONIES FROM OUR CLIENTS


Please feel free to carefully review some written and captured responses from our satisfied clients.

  • "I love what you guys are doing, your material guided me well through my research. Thank you for helping me achieve academic success."

    Sampson, University of Nigeria, Nsukka.
  • "researchwap.com is God-sent! I got good grades in my seminar and project with the help of your service, thank you soooooo much."

    Cynthia, Akwa Ibom State University .
  • "Sorry, it was in my spam folder all along, I should have looked it up properly first. Please keep up the good work, your team is quite commited. Am grateful...I will certainly refer my friends too."

    Elizabeth, Obafemi Awolowo University
  • "Am happy the defense went well, thanks to your articles. I may not be able to express how grateful I am for all your assistance, but on my honour, I owe you guys a good number of referrals. Thank you once again."

    Ali Olanrewaju, Lagos State University.
  • "My Dear Researchwap, initially I never believed one can actually do honest business transactions with Nigerians online until i stumbled into your website. You have broken a new legacy of record as far as am concerned. Keep up the good work!"

    Willie Ekereobong, University of Port Harcourt.
  • "WOW, SO IT'S TRUE??!! I can't believe I got this quality work for just 3k...I thought it was scam ooo. I wouldn't mind if it goes for over 5k, its worth it. Thank you!"

    Theressa, Igbinedion University.
  • "I did not see my project topic on your website so I decided to call your customer care number, the attention I got was epic! I got help from the beginning to the end of my project in just 3 days, they even taught me how to defend my project and I got a 'B' at the end. Thank you so much researchwap.com, infact, I owe my graduating well today to you guys...."

    Joseph, Abia state Polytechnic.
  • "My friend told me about ResearchWap website, I doubted her until I saw her receive her full project in less than 15 miniutes, I tried mine too and got it same, right now, am telling everyone in my school about researchwap.com, no one has to suffer any more writing their project. Thank you for making life easy for me and my fellow students... Keep up the good work"

    Christiana, Landmark University .
  • "I wish I knew you guys when I wrote my first degree project, it took so much time and effort then. Now, with just a click of a button, I got my complete project in less than 15 minutes. You guys are too amazing!."

    Musa, Federal University of Technology Minna
  • "I was scared at first when I saw your website but I decided to risk my last 3k and surprisingly I got my complete project in my email box instantly. This is so nice!!!."

    Ali Obafemi, Ibrahim Badamasi Babangida University, Niger State.
  • To contribute to our success story, send us a feedback or please kindly call 2348037664978.
    Then your comment and contact will be published here also with your consent.

    Thank you for choosing researchwap.com.