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TABLE OF CONTENTS
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TITLE PAGE i
DEDICATION ii
ACKNOWLEDGEMENT iii
ABSTRACT iv
TABLE OF
CONTENT v
CHAPTER ONE
INTRODUCTION
1.0 INTRODUCTION
TO THE STUDY 1
1.1
OBJECTIVES OF THE STUDY 2
1.2
STATEMENT OF PROBLEM 3
1.3 SCOPE AND
LIMITATION OF THE STUDY 3
1.4 METHODOLOGY AND SOURCE OF DATA 3
1.5 ORGANIZATION AND PLAN OF THE
STUDY 3
CHAPTER TWO
LITERATURE
REVIEW
2.0
INTRODUCTION 4
2.1
DEFINITION OF CUSTOMER 9
2.2 BANKING INDUSTRY DEVELOPMENT IN NIGERIA 13
2.3
NIGERIA BANKING SYSTEM STRUCTURE 15
2.4
REGULATIONS GUIDING THE PRACTICE IN THE BANK 18
2.5
THE NATURE OF THE BANKER CUSTOMER RELATIONSHIP 19
2.6
TERMINATION OF BANKER AND CUSTOMERS RELATIONSHIP 20
2.7
REASONS FOR THE RELATIONSHIP 23
CHAPTER
THREE
RESEARCH
DESIGN AND METHODOLOGY
3.1 RESEARCH DESIGN 28
3.2
POPULATION AND SAMPLE SIZE 28
3.3
SAMPLING TECHNIQUES 29
3.4
METHODS OF DATA COLLECTION 29
3.5
TECHNIQUES OF DATA ANALYSIS 30
CHAPTER
FOUR
PRESENTATION
AND ANALYSIS OF DATA
4.1DATA PRESENTATION 31
4.2 DATA ANALYSIS 33
4.3 TEST OF HYPOTHESES AND INTERPRETATION OF RESULTS 33
4.4 TESTING HYPOTHESIS THREE 35
CHAPTER
FIVE
SUMMARY,
CONCLUSION AND RECOMMENDATION
5.1SUMMARY 38
5.2 CONCLUSION 39
5.3 RECOMMENDATIONS 39
5.4 CONTRIBUTION TO
KNOWLEDGE 40
5.5 SUGGESTION FOR
FURTHER STUDY 41
Refrences
CHAPTER ONE
1.0 INTRODUCTION TO THE STUDY
The
role of banking industry in the development any country cannot be over
emphasized. Their roles will even be more glaring in case they have enough
customers; since it is the deposit of these customers they use to carry out
their various roles.
Moreover,
banking profession is one of the noble and most respectable in all over the
world. The profession is fast gaining its respectability and dignity in
Nigeria; this is because many Nigerians prefer to keep their money and other
valuables in the bank rather than
keeping it under their pillows beds and in private safe of individual Nigerian
as it was observed in April 1984 during the currency exchange exercise where
more shocking discovers were made when it was revealed that there was a
tremendous increase in the volume of currency outside the banking system.
Without any doubt there must be reason that should be responsible for the above
mentioned statements and the reason were not farfetched from the fast that any
customer lost faith in the manner in which the banking services are rendered.
Many Nigerians were unhappy over the solid way Nigerians, banking commercial
bank treat their customers.
Despite
the fact that there has been a considerable expansion in the number of bank, as
well as their network in Nigeria. This should at least he expanded to promote
healthy competition to the advantage of the customers of banking services both
in term of quantity and quality public of large had complained about one thing
or other against their banks.
It
will not be out of point to say that new
and unsure expecting worse dilemma may surface should these problem are not
face squarely in order to restore users confidence in financial institutions
This
project therefore is an attempt to combine the difference easily identifiable,
criticism of banking services. An attempt will equally be made to recommend
solutions.
1.2 OBJECTIVE OF THE STUDY
Regarding
the above the main purpose of this study will be to find out what complaints
the customers have against their bank. The awareness of such complains and the
possible solution to it.
In
doing this the development structure practice and regulations of banking system
will be reviewed so as to determine the exempt to which they affect bank/ customers
relationship in Nigeria.
The
relationship between bank and customer was so
loose in days past when the banking service was announced but for the
purpose of this study this hypothesis have formulated for testing throughout
the research project – modernization and complex nature of banking services had
made the relationship to be more tired than it could be assured.
1.3
SCOPE
AND LIMITATION OF THE STUDY
Due
to the fact that there are many banks, in the country and they are very complex
in nature, the collection of data and information will be limited to United
bank for africa of Nigeria limited and the tide of financial constrains that is
more pronounces every where it is practically a bone creaking issue for
researchers to research and time as well contributed to it.
1.4
METHODOLOGY
AND SOURCE OF DATA
Source
of data will be that of secondary, only by use of text books, journals, news
paper, national dailies and other sources of information.
1.5
ORGANIZATION
AND PLAN OF THE STUDY
The
essay is broken down into five chapters. Chapter one dealt with the
introduction of the study purpose of the study hypothesis scope and limitation
of the study methodology and source of data and organization and plan of the
study.
Chapter
two is the literatures review in which series of definition of bank or banker,
bank customer duties of the banker and other than chapter three will base on
the research methodology of banker and customer relationship development of
banking industry in Nigeria structure of Nigeria banking service practice in
the bank.
The
nature of the banker and customer relationship, termination of banker and
customer relationship and reason for the relationship. Thereafter, chapter four which will deal with
data collection method procedure for data analysis, limitation to the
methodology conclusion and problem encountering by banker and customer in the
their relationship.
While
chapter five concludes the project that is the summary, conclusion and
recommendation and conclusively references.
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