Download complete project materials on Impact Of Customer Relation On Profitability In The Nigerian Banking Sector from chapter one to five
ABSTRACT
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The study examines the impact of customers relations on profitability in the Nigeria Banking sector using First Bank of Nigeria Plc Kawo Branch as a Study. The theoretical basis for the study was obtained through review of literature using textbooks, journals, conference papers and internet among others. The population of the study is 78and 70 was sampled out using Krecjie and Morgan Table.
The instrument used for the collection of data was questionnaire 70copies of questionnaires were administered to the respondents and 69copies were filled and returned. For the analysis, research questions of five point likert scale were formulated to generate answers and chi-square was used to test the hypotheses formulated.
Based on the data analyzed on the topic under study, findings revealed thatcustomer relations is the bedrock of profitability in the banking sector as it helps organization to improve sales force efficiently and effectively. The study recommends among others that management of organizations should ensure that customers are treated fairly and justly to ensure loyalty and patronage.
Likewise, management of banks should enlighten their staff especially the cashiers and security as well as the customer care on the importance of customers patronage and how it can affect their profitability.
TABLE OF CONTENTS
TITLE PAGE. i
DECLARATION.. ii
APPROVAL PAGE. iii
DEDICATION.. iv
ACKNOWLEDGEMENT. v
TABLE OF CONTENTS. vii
ABSTRACT. ix
CHAPTER ONE. 1
INTRODUCTION.. 1
1.1 Background of the Study. 1
1.2 Statement of the Problems. 2
1.3 Objectives of the Study. 3
1.4 Statement of Hypotheses. 3
1.5 Significance of the Study. 3
1.6 Scope of the Study. 4
1.7 Limitations of the Study. 4
1.8 Historical Background of First Bank of Nigeria Plc. 5
1.9 Definition of Terms. 7
CHAPTER TWO.. 8
LITERATURE REVIEW… 8
2.1 Concept of Customer Relation. 8
2.2 Types of Customers. 12
2.3 Customer Relationship Management 14
2.4 Benefits of Customer Relationship Management (CRM) 15
2.5 Problems of Customer Relationship Management 17
2.6 Bankers and Customer Relation. 19
2.6.1 The Cashier and the Customer 20
2.6.2 The Banker and Customer Legal Relation. 21
2.7 Concept of Profitability. 22
2.8 Customer Relation and Firms Profitability. 23
CHAPTER THREE. 25
RESEARCH METHODOLOGY.. 25
3.1 Research Design. 25
3.2 Population of the Study. 25
3.3 Sample Size and Sampling Technique. 25
3.4 Instrument Used in Gathering Data. 25
3.5 Justification for the Instrument Used. 26
3.6 Method of Data Analysis. 26
3.7 Justification for the Method Used. 27
CHAPTER FOUR.. 28
DATA PRESENTATION AND ANALYSIS. 28
4.0 Introduction. 28
4.1 Data Presentation. 28
4.2 Data Analysis. 30
4.3 Test of Hypothesis. 35
CHAPTER FIVE. 38
SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION.. 38
5.1 Summary of Findings. 38
5.2 Conclusion. 39
5.3 Recommendations. 39
REFERENCES. 41
APPENDIX I 43
APPENDIX II 46
APPENDIX III 47
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
Customer Relation has attracted an expanded attention of practitioners and scholars. More and more companies are adopting customer-centric strategies, programs, tools, and technology for efficient and effective customer relationship management.
They are realizing the need for in-depth and integrated customer knowledge in order to build close cooperative and partnering relationships with their customers and in other to attain its set objectives i.e. profitability (Kenneth, and Justin, 2013).
The emergence of new channels and technologies is significantly altering how companies interface with their customers, a development bringing about a greater degree of integration between marketing, sales, and customer service functions in organizations.
Many scholars with interests in several sub-disciplines of marketing, such as channels, services marketing, business-to-business marketing, advertising, and so forth, are actively engaged in studying and exploring the conceptual foundations of managing relationships with customers.
These days,Banks have realized that customer relationship is very important factor for their success. In Nigerian Banking Sector where profitability is the order of the day and most organizations are interested in anything that can improve customer’s relation and in turn increase their purchasing power and increase profitability.
This prompted the researcher to embark on this research work in other to examines the impact of customer relation on profitability in the Nigerian Banking Sector.
1.2 Statement of the Problems
The survival of the banks depend on the number of customers the bank satisfy and Nigerian banks have failed to take note of the importance of customers satisfaction in the banking industry. Customers satisfaction has been low in many respects, poor service, high cost of lending poor finding of investment and after misallocation of funds, customers service has become an area of aggressive banking aimed at reaching out to the customer and satisfying customers demands at the center for cash service, loan, financial counseling and other services.
Bank utilize modern technology to maximum effects e.g. use of computers in transaction inspite of all these competition, cost of banks service is high, interests rate on loans, and deposit are high, time spend in transacting business in the bank is long, there are long grieves and huge crow in the banking hall that tends to put one off.
What is more, the quality of bank services is questionable with the increasing level of fraud, forgeries and something diversion of customers funds.
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