A WEB BASED BANKING SERVICES COMPLAINT SYSTEM


A WEB-BASED BANKING SERVICES COMPLAINT SYSTEM

 ABSTRACT:    

This research work webbased information system for managing its complaint of customer’s data. It is a case study of Sterling Bank PLC, Abuja. The system is named WBSCS, an acronym for web based banking services complaint system. Features include login authentication process for customers, complaint reports, search help, website contact details, customer registration page, etc. The system when implemented, it will resolve the stated weakness in the system to a large extent. The programming language used in designing this application is PHP and the database for storage is SQL SERVER.

TABLE OF CONTENTS

Title Page    -    -    -    -    -    -    -    -    -   

Approval Page    -    -    -    -    -    -    -    -   

Declaration    -    -    -    -    -    -    -    -   

Dedication    -    -    -    -    -    -    -    -    -   

Acknowledgement    -    -    -    -    -    -    -   

Abstract    -    -    -    -    -    -    -    -    -   

Table of Contents    -    -    -    -    -    -    -   

CHAPTER ONE – INTRODUCTION

1.1    Background of the Study    -    -    -    -    -   

1.2    Statement of the Problem    -    -    -    -   

1.3    Objectives of the Study    -    -    -    -    -    -   

1.4    Research Questions    -    -    -    -    -    -   

1.5    Research Hypothesis    -    -    -    -    -    -   

1.6    Significance of the Study    -    -    -    -    -   

1.7    Scope of the Study    -    -    -    -    -    -   

1.8    Limitations of the Study    -    -    -    -    -

1.9    Definition of Terms    -    -    -    -    -    -   

CHAPTER TWO – REVIEW OF RELATED LITERATURE

2.1    Introduction    -    -    -    -    -    -    -   

2.2    Theoretical Framework    -    -    -    -    -   

2.3    Conceptual Framework    -    -    -    -    -   

2.4    Empirical Review    -    -    -    -    -    -

CHAPTER THREE – RESEARCH METHODOLOGY

3.1    Introduction    -    -    -    -    -    -    -   

3.2    Research Design    -    -    -    -    -    -   

3.3    Population of Study    -    -    -    -    -    -   

3.4    Sample size and Sampling Techniques    -    -    -   

3.5    Method of Data Collection    -    -    -    -    -   

3.6    Research Instrument

3.7    Validity of the Instrument    -    -    -    -    -   

3.8    Reliability of the Instrument    -    -    -    -   

3.9    Sampling Method    -    -    -    -    -    -   

CHAPTER FOUR – DATA PRESENTATION AND ANALYSIS

4.1    Introduction    -    -    -    -    -    -    -   

4.2    Data Presentation and Analysis    -    -    -    -   

4.3    Testing Hypothesis    -    -    -    -    -    -   

CHAPTER FIVE – SUMMARY, CONCLUSION AND RECOMMENDATION

5.1    Summary    -    -    -    -    -    -    -    -   

5.2    Conclusion    -    -    -    -    -    -    -    -   

5.3    Recommendations    -    -    -    -    -    -   

    References -    -    -    -    -    -    -    -   

Appendices    -    -    -    -    -    -    -    -

CHAPTER ONE

1.0 INTRODUCTION

In the present banking system, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for banks because they are service organizations. As a service organization, customer service and satisfaction should be the prime concern of any bank. The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. However, banks minimize instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redress of customer complaints and grievances. The review mechanism should help in identifying short-comings in product features and service delivery.

Customer dissatisfaction can ruin the name and image of a bank. As such, bank policy on grievance redress is as follows:

1. Customers are to be treated fairly at all times.

2. Complaints should be raised by customers with courtesy and on time.

3. Customers should be fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedies, if they are not fully satisfied with the response of the bank to their complaints.

4. Bank to treat all complaints efficiently and fairly as they can damage the bank’s reputation and business if handled otherwise.

5. The bank employees must work in good faith and without prejudice to the interests of the customer. In order to make the bank’s mechanism more meaningful and effective, a structured system needs to be built. Such system would ensure that the redress is just and fair. The guidelines should be made available at all branches for the information of all employees, to ensure better customer service and general awareness in the bank. Customer complaint arises due to:

1. The attitudinal aspects that deals with customers

2. Inadequacy of the functions/arrangement made available to customers or gap standards of services expected and actual services rendered.

The customer has the right to register his complaints if he is not satisfied with the service provided by the bank. He can give his complaints in writing, orally or by telephone. If the customer’s complaint is not resolved within a given time or if he is not satisfied with the solution provided by the bank, he can approach ‘banking Ombudsman’ with his complaints or other legal avenues for grievances redress.

1.2STATEMENT OF THE PROBLEM

    Blood bank Information System is to an extent manually operated and manages records and data. The recording of customercomplaint and their activities are done manually in a book, which looks/appears rough. Thus, the books or files are exposed to physical damage by ants and pests, accumulation of dust particles; this makes the contents to be lost, misplaced or even altered. Time wastage of patients is another problem. The complaints are unverified and often mislabeled and financial institutions have no effective opportunity to respond with the other side of the story.

1.3 PURPOSE OF THE STUDY

             The purpose of this study is to develop software that can be used to access thecomplaint of customers. Also to promote efficient and quality of services to individuals

1.4 SIGNIFICANCE OF THE STUDY

             This study is primarily aimed at computerizing the manual system of Bank complaintservices system as used by Sterling Bank. It will help in a good number of ways to ease the process of retrieving data and records in the system.

This study will also highlight the importance Bank Complaint Services system to an organization and business centers too.

1.5 OBJECTIVES OF THE STUDY

             The major objectives of this study is aimed at developing a system for the management of information others include

i.    To save time (fast inputting and accessing of records)

ii.    To enable the management to plan ahead

iii.    To reduce fatigue of the staff and the customers.

iv.    To collect complaints and dissatisfaction cases.

v.    To ensure safety of the documents/records/data/information, because the system will be password aid to reduce access.

vi.    To ensure integrity of the records

vii.    To ensure consistency of accounts and reduction of error due to        damage of information

viii.    To reduce forgery and loss of information by theft

ix.    To hold some vital information to help in identifying and resolving customer complaints.

x.    The system should be able to describe the nature and characteristics of the problems encountered that led to the complaint in a very clear manner in which the help desk officer will easily understand

1.6 SCOPE OF THE STUDY

The Scope of the project is that in a very short span it provides user with many facilities. It provides an elegant management of customer’s complaint online. The main purpose of this project is that the record of customer complaints and the location of the incidents would be easily accessed and more conveniently. This system is used to store data over centralized servers which consist of database where the individuals’ information cannot be accessed by a third party.

1.7 LIMITATIONS OF THE STUDY

This research work on information management system but it is dependent on human operation and manipulation in other to perform its work effectively.

Also this research work is limited to power supply as it happens to be the only source of energy therefore without power holding the system cannot work.

Finally this research work is constrain and limited to computer literate those who can operate a computer system effectively and its operation therefore a computer illiterate cannot make use of this research work as expected.

1.8           DEFINITION OF TERMS

Automation: This is the use of control system such as computer to control and process data, reducing the need for human intervention

Database: This refers to a large store of related data on a computer that can be access and modified by the user.

Password: This is a secret code that a user must type into a computer to enable him access it or its applications. This is made up of numbers, letter, special character or a combination of any of the above categories.

Record System: The act of using a computer system to store and update information/data sequentially in order to keep file security.

Computerized: To convert a based system to start using a computer system to control, organize and automate something.

Data Entry: This is the standard input device through which the system gets more of the instructions and commands

Research: A careful study of something, especially to discover new facts or information about it.

System: Set of computer component (that is, the assembling of hardware, software and peripherals to function together.)

IMS (Information Management System) is a database and transaction/record management system that was first introduced by IBM in 1968. Since then.

Information: Information (shortened as info or info.) is that which informs, i.e. an answer to a question, as well as that from which knowledge and data can be derived (as data represents values attributed to parameters, and knowledge signifies understanding of real things or abstract concepts)

Information system: A computer Information System (IS) is a system composed of people and computers that processes or interprets information. The term is also sometimes used in more restricted senses to refer to only the software used to run a computerized database or to refer to only a computer system.

Customer complaints: They are written statement from the customer to the bank if they encounter problems they cannot solve.

Services: Ways of offering jobs from people.

.


TYPE IN YOUR TOPIC AND CLICK SEARCH.






RESEARCHWAP.COM

Researchwap.com is an online repository for free project topics and research materials, articles and custom writing of research works. We’re an online resource centre that provides a vast database for students to access numerous research project topics and materials. Researchwap.com guides and assist Postgraduate, Undergraduate and Final Year Students with well researched and quality project topics, topic ideas, research guides and project materials. We’re reliable and trustworthy, and we really understand what is called “time factor”, that is why we’ve simplified the process so that students can get their research projects ready on time. Our platform provides more educational services, such as hiring a writer, research analysis, and software for computer science research and we also seriously adhere to a timely delivery.

TESTIMONIES FROM OUR CLIENTS


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

  • "Exceptionally outstanding. Highly recommend for all who wish to have effective and excellent project defence. Easily Accessable, Affordable, Effective and effective."

    Debby Henry George, Massachusetts Institute of Technology (MIT), Cambridge, USA.
  • "I saw this website on facebook page and I did not even bother since I was in a hurry to complete my project. But I am totally amazed that when I visited the website and saw the topic I was looking for and I decided to give a try and now I have received it within an hour after ordering the material. Am grateful guys!"

    Hilary Yusuf, United States International University Africa, Nairobi, Kenya.
  • "Researchwap.com is a website I recommend to all student and researchers within and outside the country. The web owners are doing great job and I appreciate them for that. Once again, thank you very much "researchwap.com" and God bless you and your business! ."

    Debby Henry George, Massachusetts Institute of Technology (MIT), Cambridge, USA.
  • "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 .
  • "Great User Experience, Nice flows and Superb functionalities.The app is indeed a great tech innovation for greasing the wheels of final year, research and other pedagogical related project works. A trial would definitely convince you."

    Lamilare Valentine, Kwame Nkrumah University, Kumasi, Ghana.
  • "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.