QUALITY SERVICE IN THE BANKING INDUSTRY: A CASE STUDY OF SAVANNAH BANK NIGERIA LIMITED
QUALITY SERVICE IN THE BANKING INDUSTRY: A CASE STUDY OF SAVANNAH BANK NIGERIA LIMITED
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Date
1997-07
Authors
ABDULMALIK, ISHAQ
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Abstract
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.
Description
A THESIS SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE AWARD OF MASTERS DEGREE IN BUSINESS
ADMINISTRATION (MBA) TO THE POSTGRADUATE SCHOOL
DEPARTMENT OF BUSINESS ADMINISTRATION,
FACULTY OF ADMINISTRATION,
AHMADU BELLO UNIVERSITY,
ZAR1A, NIGERIA.
Keywords
QUALITY,, SERVICE,, BANKING INDUSTRY,, CASE STUDY,, SAVANNAH BANK,, NIGERIA