IMPROVING CUSTOMER SERVICES IN NIGERIAN COMMERCIAL BANKS

By

ONWUEKWEM LIVINA OYIBO

Presented To

Department of Accountancy

ABSTRACT

A person(s) is regarded as a customer of a bank, if him/her has account with the bank or a person become a customer with money or cheque and asks to have an account opened in his/her name and account in person (s) name.

So when we talk about improving customer services in Nigerian commercial banks, we mean all those devices or techniques use by commercial banks to improve customers services in their banks.

Furthermore, this project work has three chapters. Chapter one contains a general discussion of customer services as seen by different people. It state the problem and why this study was carried out and finally the proposition and the definition of terms.

Chapter two, unfold how we can improve customer services in commercial banks. This is done through reviewing what other people have written in relation to the project topic.

Chapter three falls about the summary, the conclusion and recommendation in relation to the above topic.

TABLE OF CONTENT

TITLE PAGE II

APPROVAL PAGE III

DEDICATION IV

ACKNOWLEDGEMENT V

ABSTRACT VI

CHAPTER ONE

INTRODUCTION 1

1.0 BACKGROUND OF THE STUDY 1

1.1 STATEMENT OF THE PROBLEM 2

1.2 SIGNIFICANCE OF THE STUDY 4

1.3 OBJECTIVE OF THE STUDY 6

1.4 DEFINITION OF TERMS 6

CHAPTER TWO

2.0 REVIEW OF RELATED LITERATURE 9

2.1 BANK AND CUSTOMER RELATIONSHIP 10

2.2 DUTIES AND RIGHTS OF COMMERCIAL

BANKS TO THEIR CUSTOMERS 12

2.3 IMPEDIMENTS AND INFRASTRUCTURAL

LIMITATIONS OF COMMERCIAL BANK

2.4 WAYS AND BENEFIT OF GOOD QUALITY SERVICES

TO CUSTOMERS 15

2.5 THE BANK AND ITS ENVIRONMENT 16

2.6 CENTRAL BANK OF NIGERIA (CBN) CONTROL OF COMMERCIAL BANK 17

2.7 OPPORTUNITIES FOR GROWTH ADVANCEMENT

AND SELF ACTUALIZATION 18

CHAPTER THREE

3.0 SUMMARY 20

3.1 CONCLUSION 20

RECOMMENDATION 22