AN EVALUATION OF CUSTOMERS' SATISFACTION IN THE BANKING INDUSTRY IN NIGERIA A COMPARATIVE STUDY OF SELECTED BANKS IN KADUNA METROPOLIS
AN EVALUATION OF CUSTOMERS' SATISFACTION IN THE BANKING INDUSTRY IN NIGERIA A COMPARATIVE STUDY OF SELECTED BANKS IN KADUNA METROPOLIS
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Date
1999-09
Authors
MOHAMMED, Akiri Usman
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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 banks in knowing their responsibilities to their
customers and in assisting customers to know their rights.
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, t he research study made useful recommendation ions 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
BEING A PROJECT SUBMITTED TO THE POSTGRADUATE SCHOOL
AHMADU BELLO UNIVERSITY, ZARIA IN PARTIAL FULFILLMENT OF
THE REQUIREMENTS FOR THE AWARD OF MASTERS OF BUSINESS
ADMINISTRATION (MBA) DEGREE IN THE DEPARTMENT OF BUSINESS
ADMINISTRATION, FACULTY OF ADMINISTRATION,
AHMADU BELLO UNIVERSITY, KONGO, ZARIA.
SEPTEMBER, 1999
Keywords
EVALUATION,, CUSTOMERS,, SATISFACTION,, BANKING,, INDUSTRY,, NIGERIA, COMPARATIVE,, STUDY,, SELECTED,, BANKS,, KADUNA,, METROPOLIS