The Effect Of Quality Service Delivery On Customers Patronage In The Banking Industry Of Nigeria
[Case Study of First Bank PLC]

1.4 RESEARCH QUESTIONS

What are the types of services offered by First Bank Nigeria Plc to satisfy her customers?

What are the causes of long delays, crowdedness and the aggressive noise in the bank? 

What are the staff attitude and response to customer in the bank?

There is cordial relationship between workers and customers in First Bank for high profitability

1.5 SIGNIFICANCE OF THE STUDY

First bank Nigeria Plc as a commercial bank is involved in various  banking functions among them is the granting of qualitative service. The sole aim of this work is to examine the experience of bank to the problems in the task of ensuring customers satisfaction through prompt and effective customer. These will be used for the policy makers of the bank and other banks, and again it can be useful to the customers of the bank on how to deal with the services rendered to them and it can be useful to students who can make reference to it when writing project report about the bank.

In a last note the recommendations made will present a practical attempt on the part of the researchers contribution to already existing stocks of knowledge of ensuring effective customers services.

1.6 SCOPE OF THE STUDY

The study shall limit itself to the management, applications and procedures used in effective satisfactory customer service and possible make recommendation to aid the effectiveness of this function of commercial banking in this century.

Therefore it is however assumed that any information collected with regard to the samples will reflect a true opinion of the population and that information from first bank Nigeria Plc Kaduna is considered authentic for the work.

1.7 LIMITATION OF THE STUDY 

Financial problem as a result of several visit to the organization which resulted in a delay in attending to the researcher, and the cost of reaching the place due to increase in transportation cost. 

Secrecy in the banking industry, contributed to great extent to limiting sources of information as the writer was not able to gain access to some vital record that would have been of immense help. 

There was also difficulty in seeing the officer assigned to help with necessary information as in most cases; he was busy which a major trait of the banking industry. 

1.8 DEFINITION OF TERMS

Commercial Bank: Commercial bank is a bank which offers full banking services to commence, industry and other sectors of the economy. This full service implies the current, deposits account and saving account.

Customer: There is no statutory definition of the term “customer” hence reliance is placed on case law definitions which to make a person a person a customer of a bank he/she must either be operating a current account or deposit account or some similar relationship. The relationship begins as soon as money or cheques is paid in, and the bank accept it. So the customer is the person wishing to make purchasing of physical product or accept service regularly.

Account: A reckoning counting, computation of statement receipt and expenditure showing a balance,  register of debits and credits.

Current Account: This is account running from day to day on which cheques are paid to which credits are paid in with orders from CBN to commercial banks. This type of account is commonly use by traders. The self-employed and other employed that the money is paid to demand.

Deposit Account: This type of account is always maintained in credit. The balance is repayable at seven or fourteen days notice or after a fixed term. Interest is paid at the banks scheduled deposit rate, or on agreed rate between the bank and the customer. In this account, money is kept for a specified period. Customer who have sufficient money standing to their audit on current or saving accounts may instruct the banks to transfer part of the supplies funds to a deposit account in order to earn interest.

Bank Rate: This is an advertised minimum rate at which the central ban of Nigeria is prepared to disrupt approved bills of exchange. This rate is used by government as a means of controlling the money demand and checking the growth of inflation. And also known as minimum rate.

Savings Accounts: Saving account is similar to current account except that it is meant or the accumulation of smaller sums and withdrawals up to a certain amount. This customers account is designed to encourage small saving on which interest paid at a specified rate.