IMPROVING CUSTOMER SERVICE IN NIGERIA COMMERCIAL BANKS

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IMPROVING CUSTOMER SERVICE IN NIGERIA COMMERCIAL BANKS

CHAPTER ONE

INTRODUCTION

1.1. BACKGROUND OF THE STUDY

Banking is an institution established for the purpose of rendering retail banking services at a profit. Improving customer services in Nigeria banks: Banking in Nigeria has grown beyond the variety of banks increased. Competition as a result banks were forcved to be in no value and services oriented. But this high rate of growht at the banking industry has yielded to some undisirable side effect amongst these is the lossof professionalism in the services at banks to their customers. This is one of the major problem facing our banking system in Nigeria today. This is one of banking malfeasonce but loss of professionalism in the sercise of banks to their customer was chosen in order not to deviate from the scope an limitations of his research work.

The solution to this problem lies with the management to regain the expected professionalism whichshould be exercised by banks dealing with their customer. The managegment ccan only achieve this by using any possible strategy to ensure that customer sensises in Nigeria commercial bankd their aims at determining the relationship that exist beween commercial banks and their variaouscustomers. This relationship must be cordial to ensure an atmosphere that is smooth enough for business transactions.

This works gives a true description of the right, duties and responsibilities of commercial bank to their customer. It also highlighted on circumstances under which the bank can desclose information about he customere is also pinpoited. This piece of ork also treated the measure to be ken to ensure that customer services in such area as staff and so on can be improved. Further steps is to creating awareness as regard to the problemsassociated without commercial bank the cause of these problem and the possible ways of solving them. Banks start to derive a lot of benefits from the improvement of customers satisfactory services at all times

Improving customer services in Nigeia commercial banks. These banks are controlled under the central bank guide and contol them. Commercial bank main aim is to improve their customer services which involves management providing the professionalism to achieve the possible strategy to ensure the aim objective of this purpose. Their aim of improving customers sensitives in Nigeria by the following procedure they are as follows.

1.Improving the relashionship between banker and customers, which are the

(a) Debtor – creditor relationship

(b) Agency

(d) General relationship.

1.2. STATEMENT OF THE PROBLEM

There are some problem in him in facing banks mostly commercial banks in Nigeria today, this problems hinder the grow of commercial banks in the society. The major problems hindering the growth of commercial services in banking system in this case a careful planned and excel ently promoted commercial service in banking can be stragled along the line by the inadequacy of staffing opening a number of branches in rural and uban area and fraudulent activities by staff.

1.3. OBJECTIVES OF STUDY

The objective of this can be seen thus:

i. It will promote or improve customer services in banking system (commercial banks).

ii. It will serve as the relationship between banker and customer.

iii. It will provide creditor-Deptor relationship

iv. It will encourage management to exercise professionlism

1.4. SIGNIFICANCE OF THE STUDY

The significance of this study can never be over emphasized, it is aimed at determing the relationship that exist between commercial banks and their various customers. It also give a through description of the right, duties and responsibilities of commercial banks to their customer also on the circumstances under which the bank can disclose information about her customer for theremoer, it treats the measure to be taken to ensure that customer services in such areas as staffing and so on can be improved.

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