THE EFFECT OF QUALITY SERVICE DELIVERY ON CUSTOMERS PATRONAGE IN FIRST BANK PLC
ABSTRACT
This research work revealed the effect of quality service delivery on customers’ patronage in First Bank Plc, Kaduna. The bank has failed to take note of the importance of customers satisfaction and cost of banking service is high in the sense that there is high interest rate on loan and time spend in transacting business in the bank is longed. The main objective of the study is to find out the types of service offered by first bank to their customer and evaluating if the service guarantee the satisfaction of the customer. The methodology used in gathering data for the research work was the interview and questionnaire method were used. The finding of this research work was discovered that workers are satisfied with their present level of work and the customers are always right in first bank. It was concluded that a bank which produce and rendered good service efficiently would embrace the patronage of the public, even when a bank produced good service but desired the patronage of its customer. And it also recommended that management should ensure that the legal right and supplementary benefit of the staff are met on the best of their capacity. And they should improve on their service rendered to their customer so that more information would be given to customer on issues like loans, acquisition, and overdraft.
TABLE OF CONTENTS
Title Page – – – – – – – – – – i
Declaration – – – – – – – – – – ii
Approval page – – – – – – – – – iii
Dedication – – – – – – – – – iv
Acknowledgment – – – – – – – – – v
Abstract – – – – – – – – – – vii
Table of contents – – – – – – – – – viii
CHAPTER ONE
Introduction
1.0 Background of the study – – – – – – – 1
1.1 Statement of General Problems – – – – – – 4
1.2 Objectives of the study – – – – – – – 4
1.3Research Question——-5
1.4 Significance of the Study – – – – – – – 5
1.5 Scope of the study – – – – – – – – 6
1.6 Limitation of the study – – – – – – – 6
1.7 Definition of Terms – – – – – – – – 7
CHAPTER TWO
Literature Review
2.0 Introduction – – – – – – – – 9
2.1 bankers and Customer Relationship – – – – – 16
2.2 The Cashier and the Customer – – – – – – 17
23 The Banker and Customer Legal Relation – – – – 19
2.4 Types of Customers – – – – – – – – 20
2.5 Duties and Responsibilities of Bankers – – – – – 22
2.6 Duty of Secrecy – – – – – – – – 23
2.7 Standard of Service – – – – – – – – 26
CHAPTER THREE
Research Methodology
3.0 Introduction – – – – – – – – – 28
3.1 Area of study – – – – – – – – 28
3.2 Research design – – – – – – – – 28
3.3 Population of the study – – – – – – – 31
3.4 Sample size and Sampling Techniques – – – – – 32
3.5 Data Collection instruments – – – – – – 32
3.6 Administration of research instrument – – – – 34
3.7 Techniques of data Analysis – – – – – – 34
CHAPTER FOUR
Presentation and Analysis of Data
4.0 Introduction – – – – – – – – 36
4.1 Characteristic of the Respondents – – – – – – 36
4.2 Presentation of Data and Analysis – – – – – – 40
4.3 Summary of findings – – – – – – – 43
4.4 Discussion of Findings – – – – – – – 43
CHAPTER FIVE
Summary, conclusion and Recommendations
5.1 Summary – – – – – – – – 45
5.2 Conclusion – – – – – – – – 46
5.3 Recommendations – – – – – – – 47
Reference/Bibliography
