Download complete project materials on Service Quality – A Catalyst For Creating Customer Patronage For Bank Services from chapter one to five with references and abstract.
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ABSTRACT
This research work was aimed at list for creating customer patronage for Bank services. Using Diamond Bank Nig. Plc as the case study. The study also examined the commitment of the bank towards ensuring a better service and to better advice in the appropriate percentage of the Quality of service to be used so as to increase the customers patronage of the Diamond Bank Nig. Plc.
- Other objectives are to determine how this service quality helps to generate patronage for Diamond Bank.
- To determine how reliable is the service delivery system of Diamond Bank.
- And determine how long is taking Diamond Bank to serve its customers of any point in time.
To achieve this, directly related literature was reviewed. Also questionnaires were distributed to both the management/staff of the Diamond Bank Nig. Plc and their responses as well as to collect data to lest the hypotheses for the study.
The population of this study is restricted to the relevant staff/management which I about (69) sixty – nine and for the customers is about (100, 000) Hundred thousand. The sample size was determined (Three Hundred and Ninety – eight).
In analyzing the research instrument used, Chi – Square method of statistical analysis were used to anlyse and test of hypotheses.
The findings of the study are as follows:-
- That the productivity of bank staff depended not only on how their efforts are appreciated.
- That the staff of the Diamond Bank have the necessary facilities which enable them to meet customers demand of the right time.
- That the Diamond Bank ensures the security of customer deposits.
- That the staff of the Diamond Bank are quarterly appraised to check their Job performance.
Based on the above findings, the following recommendations were equally made:-
- The percent level of service delivery should be maintained and imposed upon in order to enhance their performance.
- The policies establishing quality and which is a guide to quality assurance should be constantly reviewed to meet up with the ever-dynamic environment of business.
- The numerous products on offering or to be offered to the customers should be brought to their notice through the appropriate promotional strategy.
Based on the findings and recommendations already highlighted above conclusions was therefore made that all hands must be on desk to ensure that the grounds covered are maintained and improved upon daily.
Finally, if the above recommendations are strictly adhered to the Diamond Banks Nig. Plc will definitely always involve on its service quality.
TABLE OF CONTENTS
Chapter one:
Introduction
Background of the study
Statement of the problem
Objectives of the study
Hypotheses formulation
Significant of the study
Scope of the study
Definition of the terms
Chapter two
Literature review
Overview of the study
2.1.1 Service reliability
Importance of service to marketing
Overview of quality
2.3.1 Dimensions of quality
Dimensions of quality
Satisfaction an profitability
Measuring of service quality
The place of quality service.
2.5.1 Bank marketing management
Diamond bank and the
concept of service quality.
2.6.1 Client service
Bank customer relationship
Service delivery
Impact of service quality
on diamond bank nig. Plc.
Total quality management and
diamond bank nig. Plc.
Chapter three
Research methodology.
Sources of data
Population of the study
Determination of the sample size
Research instrument used
Sampling technique/data
treatment and analysis
Limitations
Chapter four:
Presentation, analysis and interpretation of data
4.1 hypotheses testing
Chapter five:
Summary of findings, recommendation
and conclusion
. Summary of findings
Recommendations
Conclusion
Bibliography
Appendix (I)
Appendix (II)
CHAPTER ONE
INTRODUCTION
BACKGROUND
The performance of Banks in Nigeria has been viewed by many from different perceptivity. Assets, quality and managerial efficiency have been seen by many as determinants of Banks performance, while a reasonable percentage of identified capital adequacy, as critical for Bank performance. Other factors have also been seen, as determinants of bank performance like bank liquidity and volume of loan portfolio.
A service is any act or performance that one party can offer to another that is essentially intangibility of a service makes it mandatory that, the recipient must hold on to something which he or she will term to be of quality so as to encourage patronage and patronage can only be enhanced when the recipient is satisfied with the services resaved. (See love lock 1991.300)
DEVELOPMENT OF COMMERCIAL BANKING IN NIGERIA.
BRITISH BANK OF WEST AFRICAN: – Adekage (1986 pg.160: The first commercial ban – the African (BBWA) in 1893 with 810, 000 capital, later increased to #1100, 000 during the same year. It was registered in London as a limited liability company in March 1894 and the first Lagos branches were opened in major West African cities. Accra, Freetown Bathurst.
The bank opened its second Nigerian branch in old Calabar in 1900. Another bank called the Anglo African bank was eatable led in old Calabar by the Royal Nigeria Company (Now U. A. C) to complete with BBWA.
The bank later changed its name to banks of Nigeria and established branches in Burutu, Lokoja and Jebba. However, due to fierce competition and the monopoly for the importation of silver from the Royal Mint enjoyed by BBWA, they sold out to BBWA in 1912.
BARCLAYS’ BANK DOMINION, COLONIAL AND OVERSEAS.
This bank opened its first branch Lagos in 1917. (It is now known as “Union Bank” soon after other branches was opened. The Nigeria banking scene was, therefore dominion by these two British banks. BBWA and Berchay’s Bank DCO between 1894 and 1933.
BRITISH AND FRENCH BANKS: –
The British and French Bank, now called United Bank for Africa Ltd. (U. B. A) was established in 1949 making it the third expatriate bank to dominion early Nigerian Commercial banking.
The foreign banks came principally to render services in connection with international trade so their relationships at that time were chiefly the expatriate. They largely ignored the development of local African entrepreneurship together, there three-bank deposit. From 1914 to early 1930’s several abortive attempts were made to establish locally owned and managed banks to break the foreign monopoly
INDIGENOUS BANKS: –
In 1929, the industrial and commercial bank was set up by a handful of patriotic Nigerians. It folded up in 1930 due to under capitalization, poor management and aggressive competition from the expatriate banks.
In 1931 another indigenous bank, the Nigerian merchant banks was established. Like its predecessor, it went into liquidation I n1936.
With greater courage and planning. The same group of Nigeria Ltd. which was the first indigenous bank to survive. The next private indigenous banks to be established was the Agbonnagbe bank founded by chief Okupe in 1945.
This bank was taken over by the Western States Government in 1969 and its name was changed up in the early 1940’s collapsed in 946 under the weight of mismanagement.
This was followed by the Nigerian farm and commercial Bank in 1947 which failed in 1953. The merchant Bank opened business in 1953 and closed in 1960. Indeed, this was a period of free – for – all banking between 1947 and 1952, a total of 22 banks were registered in Nigeria, according to a study conducted by C.B.N.
However, a figure as high as (185) banks was quoted from government records and was confirmed by the financial secretary as the number actually registered as banking companies between 1945 and 1952 of which 145 were registered in 1942 and 40 in 1952. Most of the banks however, merely registered without actually commencing operation.
The nest successfully established indigenous bank was the African Continental Bank founded by (Dr. Nnamdi Azikiwe) in 1947. The need for legislation for the control of banking in Nigeria became very apparent mainly to protect depositors. The colonial government therefore, set up a commission of inquiry the paten commission. Consequent upon the report of the commission the first banking legislation was passed in 1952.
Inspite of the enactment of banking ordinance of 1952 banks are still indulging in some malpractice’s, which the Act Could not effectively control. Therefore, the necessity of establishing a central Bank of supervise and control the banks became more apparent and pressing. Thus, the central bank came in to being in 1952.
STRUCTURE:
The structure of commercial banking in Nigeria is tailored forwards that prevailing in the UK and other countries in the common Wealth, and indeed in most countries of the Western World, have the same structure which can be described as the branch banking system. Branch banking system is characterised by a\ single banking company or institution operating at two or more places. Usually, the branches are controlled from a central point. Branch banking is practiced fully in Nigeria. This is characterised by a few large banks with a wide network of branches extending throughout the country.
HISTORICAL OVERVIEW OF DIAMOND BANK NIG. PLC.
Diamond bank was licensed in Nigeria on 20th of December 1990 to carry on currently capitalized at N21, 050, 000 million.
The bank is firmly believes that getting the right people and the correct operating philosophy are essential in setting a part or bank in an dready competitive Nigeria banking industry.
The bank is a private bank with eight members in its board of directors, headed by Mr. Pascal G. Dozie as the Chairman. It has 23 branches spread all over the Nigeria with four correspondent banks which are: –
- Cit bank N. A. London.
- Citi bank N. A. U. S. S. R.
- National West minister Ltd. bank Plc and
- ANZ banking group Ltd London.
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