BEFORE YOU READ THE ABSTRACT OR CHAPTER ONE OF THE PROJECT TOPIC BELOW, PLEASE READ THE INFORMATION BELOW.THANK YOU!
INFORMATION:
YOU CAN GET THE COMPLETE PROJECT OF THE TOPIC BELOW. THE FULL PROJECT COSTS N5,000 ONLY. THE FULL INFORMATION ON HOW TO PAY AND GET THE COMPLETE PROJECT IS AT THE BOTTOM OF THIS PAGE. OR YOU CAN CALL: 08068231953, 08168759420
WHATSAPP US ON 08137701720
CUSTOMERS’ SATISFACTION AND RETENTION IN BANKING INDUSTRY IN NIGERIA: A CASE STUDY OF SELECTED COMMERCIAL BANKS
ABSTRACT
There has been series of criticisms in the news media newspapers journals, publication seminar papers etc, against the quality of service rendered by commercial banks in Nigeria. Commercial Banks have been accused of providing inadequate services which subsequently lead to customers dissatisfaction. Such accusation include long ques in the banking halls, non-challant attitude of bank officials to their customers, discriminating attitude in favour of wealthy customers, friends, relations and those customers they are acquainted to, when providing services and also there is no adequate facilities in the banking halls. The banking services in Nigeria are such that they are offered to customers as if the business itself is not aimed at making profit. Bankers have refused to realize customers are assets of the bank. This project is made to look into the services rendered to customers by the banking industry in Zaria, Kaduna metropolis, with a view to determine if the customers are satisfied or not, if bankers are actually meeting customers expectation and also to examining the level of customers retention in banking industry. This project is also aimed at assisting bankers and customers to know their responsibilities, rights and obligations as the case may be. The relationship between bankers and customers in our banks particularly commercial banks has motivated the researchers choice of this project topic. There has been a long time standing complaints of poor customers’ services in bank and there is need for more knowledge and understanding on banker-customer relationship. There is a legal relationship between a banker and a customer created by law. This law imposes some duties on both bankers and customers and any breach of the duties by any of the parties can attract court action. The research study carefully examined different categories of customers in order to clearly distinguish the rights and obligations of each of them and also the responsibilities of bankers to their customers. When both parties knows their duties, rights and obligations to one another the level of customers satisfaction will increase. This study is also aimed at examining services which must go beyond satisfying customers. They must build relationship that will result in customer retention. There are various states of satisfaction with a service, this study will also assist the bankers to know the various states of customer’s satisfaction. These customer’s satisfaction states are angry, dissatisfied, irritated. OK, pleased and excited. Commercial banks should know by now that merely satisfying customers will not be enough to remain competitive in today’s global market. Also highlighted is the effect of poor customers services and how it affects the overall profit of the bank, and the benefits of good customers service. In the last chapter of this project recommendations are made which will be useful for good customers/bankers relationship which will result in bankers efficiency and customers satisfaction and this will lead to increase in bank profitability and high patronage.
TABLE OF CONTENT
Title page- – – – – – – – – i
Approval page – – – – – – – -ii
Dedication – – – – – – – – -iii
Acknowledgement – – – – – – – -iv
Abstract – – – – – – – – – -v
Table of content – – – – – – – -vi
CHAPTER ONE
INTRODUCTION – – – – – – – -1
1.0 Background of the study – – – – -1
1.1 Statement of the problem – – – – -5
1.2 Purpose of the study – – – – – -6
1.3 Significance of the study – – – – -8
1.4 Research questions – – – – – -9
1.5 Scope of the study – – – – – – -10
CHAPTER TWO
LITERATURE REVIEW – – – – – – -11
CHAPTER THREE
Research methodology – – – – – – -39
Design of study – – – – – – – -40
CHAPTER FOUR
Presentation, analysis and interpretation of data – -48
CHAPTER FIVE
Summary of findings – – – – – – -60
Conclusion – – – – – – – – -61
Recommendations – – – – – – – -62
Suggestions for further research – – – – -64
References – – – – – – – – -65
Appendix I – – – – — – – – -68
Questionnaire. – – – – – – – -69
HOW TO RECEIVE PROJECT MATERIAL(S)
After paying the appropriate amount (#5,000) into our bank Account below, send the following information to
08068231953 or 08168759420
(1) Your project topics
(2) Email Address
(3) Payment Name
(4) Teller Number
We will send your material(s) after we receive bank alert
BANK ACCOUNTS
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 0046579864
Bank: GTBank.
OR
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 3139283609
Bank: FIRST BANK
FOR MORE INFORMATION, CALL:
08068231953 or 08168759420