EFFECTIVE CUSTOMER SERVICE DELIVERY AND COMMERCIAL BANKS PERFORMANCE IN NIGERIA A CASE STUDY OF ZENITH BANK PLC DUTSE BRANCH

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Product Category: Projects

Product Code: 00005997

No of Pages: 86

No of Chapters: 5

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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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