TABLE OF CONTENTS
Title
page
Approval
page
---------------------------------------------------------------------------------
Certification-------------------------------------------------------------------------------------
Dedication---------------------------------------------------------------------------------------
Acknowledgement-----------------------------------------------------------------------------
Abstract------------------------------------------------------------------------------------------
Table
of
contents-------------------------------------------------------------------------------
CHAPTER ONE GENERAL INTRODUCTION
1.0
Introduction---------------------------------------------------------------------------------
1.1
Background of the
study------------------------------------------------------------------
1.2
Statement of the Problems----------------------------------------------------------------
1.3
Purpose of the
study-----------------------------------------------------------------------
1.4
Objectives of the
study--------------------------------------------------------------------
1.5
Significance of the study-----------------------------------------------------------------
1.6
Hypothesis ……………………………………….
1.7
Scope and Limitations of the
study-----------------------------------------------------
1.8
Historical background of Zenith Bank Plc---------------------------------------------
1.9
Definition of
Terms-----------------------------------------------------------------------
CHAPTER TWO LITERATURE REVIEW
2.0
Introduction--------------------------------------------------------------------------------
2.1
Historical perspective of research
area-------------------------------------------------
2.2
Review of current
literature--------------------------------------------------------------
2.2.1
The Nature of customer service in banking industry-------------------------------
2.2.2
Marketing concepts in the Banking
industry----------------------------------------
2.2.3
Understanding the application of marketing principles in banking---------------
2.2.4
Customer satisfaction retention and loyalty-----------------------------------------
2.2.5
Importance of Effective customer service
delivery---------------------------------
2.2.6
Tips for Front-Line officers on how to relate with
customers---------------------
2.2.7
Challenges of customer service--------------------------------------------------------
2.2.8
Enhancing effective customer service delivery in bank operations--------------
CHAPTER THREE RESEARCH METHODOLOGY
3.0
Introduction---------------------------------------------------------------------------------
3.1
Area of the
study---------------------------------------------------------------------------
3.2
Research
Design---------------------------------------------------------------------------
3.3
Population of the study-------------------------------------------------------------------
3.4
Sample and Sampling
techniques-------------------------------------------------------
3.5
Instrument for data
collection------------------------------------------------------------
3.6
Administration of the
instrument--------------------------------------------------------
3.7
Method of data analysis and
presentation----------------------------------------------
CHAPTER FOUR DATA PRESENTATION,
ANALYSIS AND
PRESENTATION
4.0
Introduction---------------------------------------------------------------------------------4.1
Respondent characteristics and
classification------------------------------------------4.2 Presentation and
analysis of data--------------------------------------------------------4.3 Hypothesis
Testing ---------------------------------------------------------------------
4.4
Research
Findings-------------------------------------------------------------------------CHAPTER FIVE SUMMARY, CONCLUSION AND
RECOMMENDATION
5.1
Summary------------------------------------------------------------------------------------5.2
Conclusion----------------------------------------------------------------------------------5.3
Recommendation-------------------------------------------------------------------------- Bibliography------------------------------------------------------------------------------------References---------------------------------------------------------------------------------------Appendix
1-------------------------------------------------------------------------------------
CHAPTER ONE
INTRODUCTION
1.1 Background of the study
Except
those who donate blood voluntarily, one is either selling a service or a
product for a living. Politicians, Banker, Clerks, Messengers, Bus Conductors,
Ticket Agent, Market Women and everyone who provide a trade or service have a
customer Scott (2002). Customer service is a series of activities designed to
enhance the level of customer satisfaction, which is the feeling that a product
or service has met the customer’s expectation.
The
customer service unit has become important in many ways for most organizations,
but the general view is that many organizations do to take it too seriously.
Customer service may be provided by a person, group or buy an automated means
called “self-service”. Customer’s
service therefore involves the means through which there would be a mutually beneficial
satisfaction of non-tangible products needs of the people who have a will to
satisfy this needs, its focused and predicated upon concept which involves a
proper identification and understanding of need of potential and actual
customers as well as adaptation of organizational operations to deliver the
right customer service more effectively.
Commercial
banks form the largest and are country’s most important segment of financial
institutions, which stiffer competition among domestic and foreign banks;
therefore, it is important for the commercial banks to improve the quality of
their services. The growth of competition in banks has led to the customer
being stronger because he or she has many opti9ons to choose from. It is those
banks that have excellent customer satisfaction level that succeed in this
environment of hyper completions.
The
corporate objective of any bank is “maximization of shareholders wealth” which
can only be achieved if customers are retained and satisfied. This is in line
with the perception that the key to successful marketing of financial service
is identification and packaging of customers’ needs to their satisfaction.
High
service quality is therefore required to determine customer satisfaction and
loyalty, which in turn leads to the success of the service provider.
Customers
are the heart of every successful business and therefore businesses need to
concentrate more on customers more than ever.
1.2 Statement of the Problems
Effective
customer service delivery is faced with some problems which includes the
following:-
I.
Absence of well trained and professionally
qualified banking staff
II.
Offensive and poor attitude and behavior
on the side of the banks staff in their dealings with present and potential
customers
III.
Inadequate facilities and equipment
required to provide effective modern service
IV.
Absence of frequent training and programs
for the staff to shape-up their attitude toward customers
V.
Aggressive and staff competition from
banks which perform commercial banking services
i. 1.3 Purpose of the study
To asses customer service management and
its effect on banking business
ii.
To evaluate the level of service quality
and customer satisfaction in commercial banks
iii.
To ascertain the importance of effective
application of marketing activities towards high performance
1.4 Objectives of the study
The
following are the objectives of the study:
i.
To evaluate the quality of staff at the
banks in terms of training and academic background
ii.
To explore the staff attitude towards
customers of the bank
iii.
To determine how effective service
delivery enhance customer’s retention rates
iv.
To examine the effect of poor customer
service delivery on customer satisfaction
v.
To evaluate the challenges associated with
effective customer service deliver
1.5 Significance of the study
The research study is useful to zenith bank Dutse
branch as a means of identifying and criticizing effectively the knowledge and
experiences gained in the implementation and application of archiving customer
delivery as a newly developed management techniques will help top management to
determine the area in the organizations that needs to be improved upon and
adequate measures to be taking as a means of achieving higher productivity
through archiving customer delivery and also it helps students for further
research.
1.6 Hypothesis
Ho:
Effective customer service delivery increases banks performance
Hi:
Effective customer service delivery does not increase banks performance.
Ho:
Customer service challenges decrease bank performance
Hi:
Customer service challenges does not decrease bank performance
1.7 Scope and Limitations of the study
The study will assess the practice of archiving
customer delivery zenith bank plc a service organization it there four stands
to reason that principal and practice this study espouses this study espouses
well be applicable to the service sector only
Due to the economic
and time constraining in time of money involved in carrying out the
study extensively to cover all branches of zenith bank plc plus the
Nigerian needed in the early submission
of the research of result the study has been limited to cover only the zenith
bank presidential road branch the project was also limited by the constraints
of security primary data from the bank coupled with the like worm response from
the respondents who had to be persuaded to complete and return questionnaire of
time.
1.8 Historical background of Zenith Bank Plc
Zenith
Bank was established in May, 1990 by Jim Ovia CON, and commenced operations in
July the same year as a Commercial Bank. The Bank became a public limited
company on June 17th , 2004 and was listed on the floor of Nigerian
Stock Exchange (NSE) on October 221st, 2004 following a highly
successful initial public (IPO).
Zenith
Bank Plc currently has a shareholder base of over one million and is Nigeria’s
biggest bank by tier-1 capital. In 2013 the bank listed 850 million worth of
its shares at 6.80 each on the London Stock Exchange (LSE).
With
its headquarters in Lagos Nigeria, Zenith Bank has over 500 branches and
business offices in prime commercial centers in all the states of the
federation and Federal Capital Territory (FCT). In March, 2007, the Bank was
licensed by the Financial Services Authority (FSA) of the United Kingdom to
establish Zenith Bank (UK) Limited as the United Kingdom Subsidiary of Zenith
Bank Plc, Zenith Bank also has subsidiaries in Ghana, Zenith Bank (Ghana)
Limited, Sierra Leone, Zenith Bank (Sierra Leone) Limited, Gambia, Zenith Bank
(Gambia) Limited and also has representative offices in South Africa and the
People Republic of China. The bank plans to take the Zenith brand to other African
Countries as well as the European and Asian markets.
Zenith bank Core Businesses includes:
-
Corporate and Investment Banking
-
Commercial and Consumer Banking
-
Trade Services and Foreign Exchange
-
Personal and Private Banking
-
Treasury and Bank Cash Management Services
-
Other Non – Bank Financial Services mainly
through their subsidiaries
1.9 Definition of Terms
Definition
of terms is used in different fields and gives different meanings. It is
therefore important to define the terms used in this research for easy
understanding.
Bank: A
bank is a financial institution licensed to receive deposits, pay interest,
clear checks, make loans, and act as an intermediary in financial transactions
Service:
Services is a valuable action, deed, or effect performed to satisfy a need or
to fulfill a demand
Effective: effective
means successful in providing a desired or intended result, producing a result
that is wanted.
Customer: A
customer is a person who buys goods or services. A party that receives or
consumes product (goods and services) and has the ability to choose between
different products and suppliers
Customer Service: Customer
services is the act of taking care of the customers’ needs by providing and
delivering professional, helpful, high quality service and assistance before
during and after the customer’s requirements are met.
Service Delivery: Service
delivery is the act of providing a service to customers
Performance:
Performance is the accomplishment of a given task measured against present
known standard of accuracy, completeness, cost and speed.
Commercial Banks: Commercial
banks they are financial institutions that offer service to the general public
and to companies. Such as accepting deposits, providing business loans, and
offering basic investment products. They are owned by shareholders and are
known for profit-making
Research: Research
is the process of seeking knowledge through systematic investigation aimed at
discovering and interpreting of facts and reaching new conclusions.
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