AN EVALUATION OF CUSTOMERS' SATISFACTION IN THE BANKING INDUSTRY IN NIGERIA, A COMPARATIVE STUDY OF SELECTED BANKS IN KADUNA METROPOLIS BY IDAKWOJI ISAAC ACHIMUGU OCTOBER,
AN EVALUATION OF CUSTOMERS' SATISFACTION IN THE BANKING INDUSTRY IN NIGERIA, A COMPARATIVE STUDY OF SELECTED BANKS IN KADUNA METROPOLIS BY IDAKWOJI ISAAC ACHIMUGU OCTOBER,
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Date
1994-10
Authors
IDAKWOJ, ISAAC ACHIMUGU
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Abstract
This thesis is an attempt at examining the services that are
rendered to customers by the banking industry with a view to
determining whether they are satisfied or not. It is also aimed at
assisting bankers in knowing their responsibilities to their customers
and in assisting customers to know their rights and obligations.
The choice of the topic of this research study was motivated
by the need to look into the incessant complaint of poor customers'
services in the banking industry and the quest for more knowledge
on banker - customer relationships.
The relationships between a banker and a customer have been
examined with a view to highlighting the point at which a legal
relation is created. The law and practice of banking impose some
duties on the bankers and customers alike, and any breach of those
duties can attract court action.
The research study examined different categories of customers
in order to clearly distinguish the rights of each of them. If both
parties know their rights, duties and/or obligations, the problem of
poor customers service will be reduced.
The symptoms of poor customers' service and their effects on
the bank as well as the benefits of good customers service have been
highlighted.
Finally, the research study made useful recommendations which
if implemented, would usher in better customer/banker relationships
that may result at efficiency and satisfaction to both parties (customers
and bankers) and thereby increasing the profitability of banks in Nigeria.
Description
BY
IDAKWOJI ISAAC ACHIMUGU
OCTOBER, 1994.
Keywords
EVALUATION, CUSTOMERS' SATISFACTION,, BANKING INDUSTRY,, NIGERIA, COMPARATIVE STUDY,, SELECTED BANKS, KADUNA METROPOLIS.