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AN EVALUATION OF CUSTOMERS’ SATISFACTION IN THE BANKING INDUSTRY IN NIGERIA A COMPARATIVE STUDY OF SELECTED BANKS IN KADUNA METROPOLIS
ABSTRACT
This thesis is an attempt at examining the services that are rendered to customers by the banking industry with a view to determining whether they are satisfied or not. It is also aimed at assisting banks in knowing their responsibilities to their customers and in assisting customers to know their rights. The choice of the topic of this research study was motivated by the need to look into the incessant complaint of poor customers’ services in the banking industry and the quest for more knowledge on banker – customer relationships. The relationships between a banker and a customer have been examined with a view to highlighting the point at which a legal relation is created. The law and practice of banking impose some duties on the bankers and customers alike, and any breach of those duties can attract court action. The research study examined different categories of customers in order to clearly distinguish the rights of each of them. If both parties know their rights, duties and/or obligations, the problem of poor customers service will be reduced. The symptoms of poor customers’ service and their effects on the bank as well as the benefits of good customers service have been highlighted. Finally, t he research study made useful recommendation ions which if implemented, would usher in better customer/banker relationships that may result, at efficiency and satisfaction to both parties (customers and bankers) and thereby increasing the profitability of banks in Nigeria.
TABLE OF CONTENT
Title page- – – – – – – – – i
Approval page – – – – – – – -ii
Dedication – – – – – – – – -iii
Acknowledgement – – – – – – – -iv
Abstract – – – – – – – – – -v
Table of content – – – – – – – -vi
CHAPTER ONE
INTRODUCTION – – – – – – – -1
1.0 Background of the study – – – – -1
1.1 Statement of the problem – – – – -5
1.2 Purpose of the study – – – – – -6
1.3 Significance of the study – – – – -8
1.4 Research questions – – – – – -9
1.5 Scope of the study – – – – – – -10
CHAPTER TWO
LITERATURE REVIEW – – – – – – -11
CHAPTER THREE
Research methodology – – – – – – -39
Design of study – – – – – – – -40
CHAPTER FOUR
Presentation, analysis and interpretation of data – -48
CHAPTER FIVE
Summary of findings – – – – – – -60
Conclusion – – – – – – – – -61
Recommendations – – – – – – – -62
Suggestions for further research – – – – -64
References – – – – – – – – -65
Appendix I – – – – — – – – -68
Questionnaire. – – – – – – – -69
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