THE PROVISION OF QUALITATIVE SERVICES RENDERED TO CUSTOMERS IN COMMERCIAL BANKS

By

DROGUN RUKEVWE DOREEN

Presented To

Department of Accountancy

ABSTRACT

The banking business has experienced structural changes over the decades like other business.

The government continually encourages the expansion of the services rendered by bank and also facilities both in the urban and rural area. In other to provide comprehensive banking in the country.

Banking has been in existence as far back 2500 B.C. Nigeria Government intervention began in 1975 where the military government restructured and Nigerianised in stages in the banking system. It has an aim of participation to obtain a maximum benefit of the economy in its operation.

Commercial banks can either be privately or publicly owned. Some of the functions are to make currencies available to the public in domination required, providing foreign exchange transaction and also transferring funds through bills and credit for export and imports.

Based on the above, the study's aim is to discover the ways which qualitative services can be provided by commercial banks to their customers with particular reference to commercial banks.

In conclusion, attempts were made to highlight the problems and prospects of those banks and possible solutions to the relevant problems encountered by commercial banks, while performing their functional duties given to them.

TABLE OF CONTENTS

Cover Page I

Title page II

Certification III

Dedication IV

Acknowledgement V

Abstract VII

Table of contents IX

CHAPTER ONE

1.0 INTRODUCTION 1

1.1 RESEARCH OBJECTIVES 2

1.2 RESEARCH QUESTIONS 2

1.3 SCOPE OF STUDY 3

1.4 LIMITATION OF STUDY 4

1.5 OPERATIONAL DEFINITION OF TERMS 4

CHAPTER TWO

2.0 REVIEW OF CONCEPT 6

2.1 SERVICES OF COMMERCIAL BANKS 7

2.2 THE ORGANISATION STRUCTURE OF NIGERIA COMMERCIAL BANKS 17

2.3 QUALITIES OF COMMERCIAL BANKING SERVICES19

2.4 CRITICISMS OF BANKING SERVICES IN NIGERIA 21

CHAPTER THREE

3.0 SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION 25

3.1 SUMMARY OF FINDINGS 23

3.2 IMPLICATION OF RESEARCH FINDINGS 26

3.3 RECOMMENDATION 28

3.4 CONCLUSION 30

BIBLIOGRAPHY 32

CHAPTER ONE

1.0 INTRODUCTION

The services Nigeria commercial bank render differs depending on the size of the organization. For instance, services rendered to the a large organization engaged in international trade is different from that of a sole trader-irrespective of the size, banks operates the kind of account that will facilitate individuals keeping his personal asset and savings in a complete safety.

Many customers also suffer one frustration or the other from banking operation such as long delay in bank, the turn down of loan requested, poor staff/customers relationship and inadequate knowledge of the range of services offered by commercial banks to the public.

The aim of this project is to find a lasting solution to the problem of qualitative services rendered by commercial banks to customers. We will also look at the policies involved in banks lending and how it affects the relationship of the banks and customers with a view of offering suggestions that will enhance customer/bank relationship.

1.1 RESEARCH OBJECTIVES

This project is aim at finding lasting solution to the above mentioned problems of provision of qualitative services to take necessary stop to enhance the provision of qualitative services to customers in commercial banks.

It is to acquit customers of the innovation that will foster a better customer and banking relationship.

1.2 RESEARCH QUESTIONS

1. Do Nigeria commercial banks render qualitative services to their customers?

2. Is banking habit deigning or increasing in Nigeria? Provided.

3. What are the effects of poor quality services provided by commercial bank on the economy?

4. Do banks provide credit facility to customer's base on the laid down procedure by the central banks?

5. Has the attitude of banks support the saying that customers are always right?

6. If bank delay customers, do they explain.

7. Are they ready to be of assistance to customers at any time?

8. Do bank expatiate credit facility to foreign customers?

9. Is there any discrimination between the rich and poor?

10. Do banks provide adequate securities to their customers?

1.3 SCOPE OF STUDY

The scope of study covers commercial banks and their services to customers with reference to some commercial banks. Here the services will be explain examined and evaluated in respect of their contribution towards the financial position of both large and small firm, the study will embrace the examination and evaluation of the defensive mechanism used by commercial banks in an era of economic depression, recession and constructive and dynamic means is useful too.

On the basis of the result obtained, meaningful suggestions will be made. Other existing indigenous commercial bank will be referred to from time to time in this study were necessary.

1.4 LIMITATION OF THE STUDY

Several limitations were encountered during the course of the study. In collection of data, the time was too short and as a result of the short time some of the vital information were not gotten. Shortage of fund and money was also a source of limitation, which was encountered in the course of study.

1.5 OPERATIONAL DEFINITION OF TERMS

QUALITATIVE: Having a quality or being quality

BANKER: Anybody or persons whether incorporated or not, who carry on business of banking.

ADVANCES: Overdrafts or loan granted to customers.

EXCHANGE RATE: A rate of is the price of a unit currency in one country expressed in currency of another country.

CALLING OVER: A means of checking the accuracy of items entered in various account by calling from the voucher to the entry by two persons other than the ledger keeper.

OVERDRAFT: A sum of money drawn or borrowed from a bank in excess of balance.

CHEQUE: A cheque is a bill of exchange drawn on bank payable on demand.

STANDARD ORDER: A request asking a certain amount to a certain person on demand.