BANK/CUSTOMER RELATIONSHIP IN NIGERIA AS A DEVELOPING ECONOMY

(A CASE STUDY OF UNION BANK OF NIGERIA PLC OKPARA AVENUE ENUGU BRANCH)

By

NJOKU CECELIA CHNYERE AC/H2002/373

Presented To

Department of Accountancy

The aim of the study is to find out the extent of Bank/Customer relationship bearing in mind the poor quality of services rendered in banks.
Traders to achieve a good and accurate result the researcher split the work in five distinct chapters, each with different objectives.
To guide the study, four questions were formulated. A review of literature was done to expose the researcher to what was already been done to ensure sound understanding of bank/customer relationship in a developing economy. One structured questionnaire was developed and administered to 100 bank staff management indusive and 50 customers making a total of 150 questionnaires. 25 item questionnaire was used and the data covered were analyzed using percentage findings were and recommendation based on it were also made.
Also discussion, implication of the result, limitation of the study and the conclusion were highlighted in the study.
 
    The aim of this study is to find out the extent of Bank/Customer relationship in Nigeria as a Developing Economy (A case study of Union Bank Okpara Avenue Enugu)
    This work will be divided into five chapters. The first chapter is going to be the introductory part of the research work. This chapter will contain the background of the study, statement of problems, research Question etc.
    Chapter two will contain the literature review. This means other recognized authors view or ideas on the same subject matter.
    Chapter three will take care of the research methodology and method of data collection and analysis.
    The presentation and analysis of data will be dealth with in chapter four of the study
    Simple random and stratified sampling is going to be used to draw the sample size of the study. Two hypotheses will be set for the study. Questionnaires and oral interview have to use as the main instrument of data collection.
    Based on the findings, and conclusion will drawn and recommendations will also be made in the last chapter of the work which is the fifth chapter.

TABLE OF CONTENT
Title page                                        ii
Approval page                                    iii
Dedication                                        iv
Acknowledgement                                    v
Abstract                                        vii
Proposal                                        viii
Table of content

CHAPTER ONE
1.0    Banker/Customer relationship in developing economy         1
1.1    Background of the study                            1
1.2    History of U.B.N Plc                            2
1.3    Statement of problem                            7
1.4    Research question                                8
1.5    Purpose of the study                            9
1.6    Significance of study                            10
1.7    Scope of study                                10
1.8    Limitation of study                            10
1.9    Statement of hypothesis                            12
1.10    Definition of terms                            12    
    References                                    14

CHAPTER TWO
2.0    Review of Related Literature                        15
2.1    Definition of Bank and Customers                    16
2.2    Bank/Customer relationship                        17
2.3    Duties of the bank to the customer                    19
2.4    Banker rights                                23
2.5    Yardstick for measuring bank performance                24
2.6    Complaints of the customer. The services offered to them.    26
2.7    Improving Bank performance in Nigeria                28
2.8    The marketing concept and services orientation            33
2.9    Assessment of Banker/Customer relationship            36
References                                    42

CHAPTER THREE
3.1 Research methodology                            43
3.2 Research Design                                43
3.3 Area of study                                    43
3.4 Population of study                                44
3.5 Instrument for data collection                        47
3.6 Validity and reliability of the instrument                    50
3.7 Method of data collection                            51
3.8 Method of data analysis                            51
3.9 Research Question                                52
References.                                    53

CHAPTER FOUR
4.0    Presentation and analysis of data                    54
References                                    81

CHAPTER FIVE
5.1 Summary of findings                                82
5.2 Recommendations                                85
5.3 Conclusions                                    88
5.4 Suggestions for further study                        89
References                                    90
APPENDIX AND QUESTIONNAIRE                94