AN EVALUATION OF CUSTOMER SERVICES IN THE BANKING INDUSTRY OF NIGERIA (A CASE STUDY OF FIRST BANK PLC)

AN EVALUATION OF CUSTOMER SERVICES IN THE BANKING INDUSTRY OF NIGERIA (A CASE STUDY OF FIRST BANK PLC)

TABLE OF CONTENT
Title page                                                                         i
Approval page                                                                  ii
Declaration                                                                      iii
Dedication                                                                       iv
Acknowledgement                                                            v
Abstract                                                                           viii
Table of content                                                               iv
CHAPTER ONE

  1. Introduction                                                             1
    1. Background to the problem                                     2
    2. Statement of the problem                                        5
    3. Objective of the study                                              7
    4. Research hypothesis                                                        8
    5. Significance of the study                                          9
    6. Scope of the study                                                   10
    7. Historical background of First Bank of Nigeria Plc   11
    8. Definitions of terms                                                 14

 

CHAPTER TWO

  1. Literature review and theoretical framework            19
    1. Bank and customer relationship                             19
    2. Banker’s duties and responsibilities                                25
    3. Types of customer                                                    28
    4. Duties owed by customer to his banker                   31   
    5. Bank and customers legal relationship                    32
    6. Services offered by banks to their customers           35
    7. Customers complaints as regards to

banking services offered                                          38
CHAPTER THREE
3.0   Research methodology                                             41
3.1   Introduction                                                             41
3.2   Population and sample size                                     42
3.3   Sampling techniques                                                       43
3.4   Sources of method of data collection                               45
3.5   Method of data analysis                                           47
3.6   Justification for the choice                                      47

 

CHAPTER FOUR
4.0   Data Presentation, Analysis and Interpretation
4.1   Introduction                                                             49
4.2   Data presentation                                                    49
4.3   Data analysis and interpretation                             57
4.4   Testing of hypothesis                                               62
4.5   Summary of finding                                                 66
CHAPTER FIVE
5.0   Summary, Conclusion and Recommendation          68
5.1   Summary                                                                 69
5.2   Conclusion                                                              70
5.3   Limitation of the study                                             71
5.4   Recommendations                                                   72
Bibliography                                                            76
Appendix                                                                 78

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