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QUALITY SERVICE IN THE BANKING INDUSTRY: A CASE STUDY OF SAVANNAH BANK NIGERIA LIMITED
This research project is primarily concerned with the analysis of Quality Service in the Banking Industry with respect to Savannah Bank Nigeria Limited. The major objective of the study was to examine thoroughly and determine whether Savannah Bank Nigeria Limited actually offers quality services to their customers and to determine as well the position of marketing as an instrument required to enhance quality services in the bank. In order to Facilitate the research work, data were collected from both primary and secondary sources. Data from questionnaires form the primary sources of this study while data from the review of related literature formed sources of the secondary data. In addition, personal interviews and general observation also formed part of the study and sources of information, The project work was carried out in five chapters. Chapter one centred on the introductory aspect of the project covering such areas as the background information on the study, statement of the problem, objective of study, significance of the story, hypothesis of the study, the delimitation and limitation of study and the methodology of study. Chapter two centred mainly on the review of related literature which covered such areas as the concept of quality, the marketing of services in Nigeria, a review of banking industry in Nigeria, indigenous commercial banking in Nigeria, Banks as financial intermediaries, Marketing in Banking, Quality Marketing of banking services in Nigeria, the importance of marketing concept in the banking industry and the banker and customer relationship. Chapter three covered the methodology of the study while in chapter four, data were presented and analyzed in tabular form using percentages. Finally in chapter five, a summary of the study was given and conclusions made. Based on findings, recommendations were given.
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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