CUSTOMERS SATIFICATIN A CONCEPT OF IMPROVING

BBANK EFFECIENCY

BY

NKAMA UGOMMA SALVATION

FPOBFNA22092

RESEARCH PROJECT SUBMITTED TO THE DEPARTMENT OF

BANKING AND FINANCE
SCHOOL OF FINANCIAL STUDIES
FEDERAL POLYTECHNIC, OKO
ANAMBRA STATE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF NATIONAL DIPLOMA (ND) IN
BANKING AND FINANCE

JULY, 2024
 APPROVAL

It is certify that this work was carried out by Nkama Ugomma

Salvation in the Department of Banking and Finance, School of

Financial studies, Federal Polytechnic, Oko.

By

………………………. ………………….
Mr. Edeh Samuel U. Date
Project Supervisor

………………………. ………………….
Dr. Ann Ike Date
Head of Department .

……………………… ………………….
Dr. Aroh N. N Date
Dean, School of Financial studies
 ACKNOWLEDGEMENTS

My appreciation goes to Almighty God for his Love, Mercy, Care

and Blessing upon my Life. I wish to express my appreciation to

my Supervisor Mr. Edeh Samuel U. and my HOD.

I have not forgotten all my lecturer who have so well guided me in

my program so far. My appreciation goes to my loving parent Late

Mr. Nkama for his supports when he was alive and my beloved

mum for her prayers and support also my Siblings for their love,

prayers and financial support.

I appreciates my friends and course mates for their support and

contribution towards the success of my project

God bless you all.

 DEDICATION

This project work is dedicated to Almighty God for his infinite

mercy and overwhelming grace upon my life.

 TABLE OF CONTENTS

Cover Page - - - - - - - - i

Title Page - - - - - - - - - ii

Approval page/Certification page - - - - iii

Dedication - - - - - - - - iv

Acknowledgement - - - - - - - v

Table of Contents - - - - - - - vi

CHAPTER ONE

1.0 Introduction - - - - - - 1

1.1 General Overview of the Study - - - -

1.2 Statement of the Problem - - - - -

1.3 Objective of the Study - - - - - 6

1.4 Scope of the Study - - - - - - 10

1.5 Research Questions - - - - - -

11
1.6 Significance of the Study - - - - - 12

1.7 Limitations of the Study - - - - - 13

1.8 Definition of Terms - - - - - - 15

CHAPTER TWO

2.0 Literature Review - - - - - - 17

2.1 Understanding Poverty and the Solution - - 18

2.2 Housing problem in Nigeria - - - - 20

2.3 Co-operative Grouping - - - - - 23

CHAPTER THREE

3.0 Research Methodology - - - - - 35

3.1 Introduction - - - - - - - 35

3.2 Research Design - - - - - - 36

3.3 Sampling Design - - - - - - 37

3.4 Method of data Collection - - - - -

37

3.5 Procedure for Processing Data (Using % Method) 39

CHAPTER FOUR

4.0 Presentation And Analysis Of Data - - - 41

4.1 Presentation of Data - - - - - 41

4.2 Analysis of Data - - - - - - 44

4.3 Decision or Interpretation - - - - 47

CHAPTER FIVE

5.0 Summary, Conclusion And Recommendations - 48

5.1 Summary - - - - - - - -

48

5.2 Conclusion - - - - - - - 50

5.3 Recommendations - - - - - - 51
 Abstract

This study examines the pivotal role of customer satisfaction in

enhancing banking profitability. Customer satisfaction is a critical
determinant of bank performance, influencing loyalty, retention,
and ultimately, financial success. A positive customer experience
fosters loyalty, driving repeat business and referrals, while
dissatisfaction leads to churn and reputational damage.
This research investigates the relationship between customer
satisfaction and banking profitability. The findings reveal a
significant positive correlation between customer satisfaction and
financial performance, measured by return on assets (ROA) and
return on equity (ROE).
 CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

Presently the concept of serving customer needs (customers

satisfaction) has risen to the centre stage of modern business.

It is indeed now considered by many management experts, and

practitioners as a sure determinant of organizations cutting edge

quitrent especially in the present sharp and competitive market

environment in which banks and now operate.

As a result of this development, the management

vocabulary is now replete with all kinds of terminologies are used

to describe the same thing as customer services. Among these

terminologies are customer care , customer satisfactions etc.

According to Oxford Advance Learners dictionary (6 th edition)

a customer is a person of any organization that buy something

from a shop, store or business organization or firm, hence a

customer is referred to a person or an organization that keep an

account with a bank. It is between a banker and a customer.

Customer as the saying goes are always right and they are

the reason why a business exists, therefore, every bank have a

peak shift in its customer. Satisfaction chart at least at a

minimum level, gaining the most share of the market and its

benefits that follows thus, yet it is said that nothing is insatiable

as man and as customer they are of the heart of any business

organization.

In as much as the primary aim of establishing a business

(bank) is to maximize profit and also carryout various service to

customers, depending on the type of the business also knowing

that customers needs are insatiable, how can a business satisfy

its customer’s needs?

Customers are now were prospective and have much higher

expectation, this makes services (serving customers needs) a

strategies tool, those ideas enables winning organization to

construct greater bonds.

Due to expectation of customers, the researcher principally

seek to examine the extent with which those customers needs are
satisfied and wants to know the various ways of improving and

serving of customer need at least to a minimum level, despite

knowing that nothing is a insatiable as man.

Consequently, effectively serving of those concept of

improving banking efficiency and possible gain, its benefit which

is certain therefore, so as financial services it renders, it is their

right and duty to see that the unlimited needs of their customer

wealth big small are special and efficient.

1.2 STATEMENT OF THE PROBLEMS

Serving customer’s needs are forced with the problem of

ability

to keep good relationship with your customers, it pose a greater

threat towards the possibility of the bank losing their potential

customers due to the fact that the customers would not be able to

have easy and effective access to necessary information from the

bank about the ongoing activities in the bank and enough details

about the customer’s account, and when this occurs, they

(customers) might start banking with other banks.

Serving customers needs are also faced with the problem of

Ability to make good communication with them “ make use of

positive language with them. The way you communicate or the

language you speak to your customers is very important part /role

in your business based on how you communicate with your

customers.

Serving customers needs are also faced with how learn and

determined all individual customers’ needs are also fixed with

how to learn and determine all individual customers needs and

respond according in order words when a bank do not respond

accordingly on how best to serve his customers needs, customer

might feel that he/she is not important to the bank and when a

customer thinks so, he/she might decide to part ways with the

bank thereby caring a lose to the very bank.

1.3 OBJECTIVE OF THE STUDY

To state clearly how good relationship between bank and

customer should improve banking profitability.

To ascertain how good interaction and communication with

customers on regular basis will increase customers satisfaction

and retention rates.

To offer solution problems identifies and recommend some

ways of improving customer services

 To ascertain the extent to which satisfying a customer can

be a concept of improved banking efficiency.

1.4 RESERCH QUESTIONS

How would good relationship between bank and customers should

improve banking profitability.

How would banks good interaction and communication with

customers improve customers satisfaction and retention rates?

How would bank gives solution to the problems of customers

service?

To what extent does serving customers need act as a concept of

improving banking efficiency?

1.5 SIGNIFICANCE OF THE STUDY

This is to rest restructure and rationalize the process of

prodding services to customer based on their various needs in to

be able to provide quality services and eliminating the customers

predicament. Through complains by customers cannot be totally

eradicated/eliminated. The study research work will be very

useful to both the banks, students, customers and the

government.
Bank: It is significant to the bank to be able to know the various

ways to satisfying their customer needs and also to identify

various ways and shortcomings in rendering service to customers

even when the expectations of the customers are unlimited in

complementing the limited efforts of the bank.

Students: It is of a great significant for the banks to be able to

meet the meet the needs of the students and do keep them

happy through the efforts of the bank or bankers, failure to

develop loyalty and satisfaction could end up losing their great

business, men/women in the future. This work will serve as a

reference point to other student who may wish to carryout,

further research on the existing topics and related topics.

Customers: It is of a great significant for the bank to add some

efforts in carrying out the various services to their

(customers)through the effort of the bank/bankers might be

limited . A business can be successful only if end of customers are

reduced and satisfied.

1.6 SCOPE OF THE STUDY

 The study Access Bank Plc in Ekwulobia, Anambra State in

order to know how serving of customer need will lead to improve

banking efficiency to this selected bank.

1.7 DEFINITION OF TERMS

In order to achieve charity and avoid misconception an attempt

will be made to define some technologies used in this study.

Bank: A bank is financial institution and financial intermediary d

that accepts and channel those deposits into lending activities,

either directly by loaning or indirectly through capital market.

Customer: Is a person, whether corporate or incur corporate who

has some not of account with a banker, the relationship

commence as soon as the account is opened. A customer is also a

person who receives goods, services, production or ideas,

obtained from a seller, vendor or supplier for a monetary or other

valuable consideration.

Customers Services: Is described as the assistance provided to

help a customer with the purchase or use of a product, customer

service is also a series of activities designed by an organization to

enhance the level of customer satisfaction, that is the feeling that

a product or service authce has met the customer’s expectation.

Efficiency: It means that the quality of doing something well with

no waste of money and time, it is also described as the extent to

which time effort or cost is well used for the intended.

Mobile Banking: It is defined as the automated delivery of new

and traditional banking product and service direct to customers

through electronic interactive communication channels, mobile

banking is also a system that allows customer of a financial

institution. To conduct a number of financial transactions through

a mobile device such as mobile phone or personal digital

assistance.

Automated Teller Machine: An automated teller machine

(ATM) also knowing as automated banking (ABM) it is a

computerized institution to perform financial transaction without

the need for a cashier or bank teller, it is also a self believe

dispenser, which caters for the demand of immediate cash by

customer.
 CHAPTER TWO

LITERATURE REVIEW

2.1 INTRODUCTION

As follow up in the preceding chapter which galley appraisal

of serving customers need, concept of improved, banking

efficiency, this chapter deals with the various views of the

following:

Overview of customers services

Benefits of serving customers needs

Ways of improving customer services

Consequences for poor customer service.

MODELS AND THEORIES RELEVANT TO THE RESEARCH

QUESTIONS

2.2.1 AN OVERVIEW OF CUSTOMER SERVICES

Effective customer service is a key achieving company goals

customers are always looking for a prospective experience when

they make a purchase, while companies can offer promotions and

cit prices to entail new customers, unless customers comes back,

a company is good as gone. Therefore, good customers service is

about forming relationship, one that customers want to preserve.

According to William Raymond, and Thomas (2001) customer

service is descended as the assistance provided to help

customers with the purchase or use of a product.

 Customer services is not just a marketing job, it requires all

hands working empathy, efficiency and empowerment towards

goals of customers satisfactions.

Customer service is a series of activities designed to

enhance the level of customer satisfaction that is the feeling that

a products and services has met the customers' expectations,

service in representative, or by customers means called self

service (e.g internet sites) believed that providing a high level of

customer services, which he refers to as a customer love, this is

the only way to good one’s business in these time.

Customer services in Nigerian bank can compared to the

epileptic behavior of our power holding company, some have

argued that this can be attributed to lack of support, monopoly or

understanding at the executive and middle management levels of

a co-operation and customer service level.

Customers are new more perspective and have much higher

expectations. This makes customers service a strategies tools

that is enhancing winning organizations to construct greater

brand in other to provide superior customers satisfaction and

build customer loyalty.

DEFINITION OF CUSTOMER AND SERVICE

According to Asuzu (2005) a customer is a person who goes

to bank with money or a cheque and asks have an account

opened in his name and the bank accept the money or cheque

and the name of the person.

A customer is anyone whose actions affect your result. A

customer is current or potential buyer or user of the products of

an individual or organization. A customer is a person whether

incorporated or not, who has some sort of account with banker,

the relationship commence as soon as the account is opened.

2.3 SERVICES

Services as the object of a transaction which does not entail the

transfer of ownership of a tangible product bought and sold in the

market place. Although neither of these definition won was

willingly characterized services, a more comprehensive definition

was given by sheth and jadish (2000) . According to them, a

service is any task (work) performed for another or the provision

for another use and not ownership which arises from exchange of

transaction. It is intangible and in capable of being stored.

 Cited from improved customer services in banking

industries the way forward (2007) . Also service can be seen as

performance of duties or provision of space and equipment

helpful to others services can also be defined as that which is

produced, then traded, brought or sold , then finally assumed and

consist of an action or work. (en wittionary.org/wk/services).

Finally customers are the reason for the existence of any services

to be provided through that the services to be provided through

quality and efficient customer services.

2.2.4 CUSTOMER AND KING

The important of customer and sewing them has long been

touted but more than ever, the ongoing global economic reason

has further underscored importance of the customers and

serving their needs efficiently through way to the survival of

business organization.

BriH (cited) in financial standard (2009) recalled in his book,

predatory marketing being hold by a real estate broker “kill your

customer with services” give them so much services, they will

feel guilty thinking about doing business with someone else.

According to Uwenyi (cited in the vanguard newspaper 2009).

Definitely a customer has the right to valve for money and also

responsibility to ensuring that the right is respected instantly

return any purchased, either product or service that does not give

the desired required satisfaction.

Rob (cited in financial standard 2009),one look at today’s

business climate makes it cleavers why they customer and

especially the customer experience must be focus on even

greater attention .

2.2.5 CUSTOMER WORTH

Customer worth depends on how long the customer has

been with the business and how long the customer has been

served with quality service.

Fredrick (cited in financial standard 2009) every single

customer is a very important person and as such the degree of

effect that we choose to invest is relation building with the people

around us dictates of effort that they give back in return.

2.2.6 CUSTOMER LOYALTY

 A business begin its march to extinction, depending on

whether it is winning or losing loyal cute worked for customers.

Customer Loyalty is not something to be assumed, it has to be

worked for and earned. In as much as investment starts and earns

with marketing, the true ability of a business (Bank) to keep /

return its customer by making in them loyal to service their needs

which in turns leads to efficiency, while marketing is the heart of

the business/ investment ,marketing can only do its job when a

business boasts of an army of satisfied customers.

However, how much should a company invest in building

customer’s loyalty so that cost does not exceed the gain?

According to Kotter (2006) the five different levels of

investment in building customers relationship are to be

distinguished as follows:

Basic Marketing: the sale person simply sells the products.

Reactive Marketing : the sale person sells the product and

changes the customer to call if he/she has complaints, questions

or comments.

Accounting Marketing: The sale person calls the customer to

verify whether the product is meeting expectation. The sales

person also asks the customer for only product or service

improvement suggested opinion or any specific disappointment.

Proactive Marketing: The sales person contacts the customers

from time to time with suggestion about improved product use or

new product.

Partnership Marketing: The company works continuously with

its largest customer to help improved their performance.

2.2.3 HOW TO EARN CUSTOMERS LOYALTY

Winning customer’s loyalty starts from managing customers

relationship (CPM) what makes a customer loyal is the value he

get. How can customer relationship be earned if not servicing

their needs in other to create value.

According to Recheld (cited in financial standard 2008) the

reason why so many business falls is that too much of their

measurement analysis and leaving revolves around valve creation

through the servicing needs, building strong customer

relationship should be set as the primary goals of a company ‘s

marketing practices and all marketing function should serve to

the enhancement of a company’s customer relationship. Also

customer relationship management practice needs construct

valve and value determines customer relations.

THE FOLLOWING WAYS OF GAINING CUSTOMERS LOYALTY

ARE AS FOLLOWS

Get to know everything you can possible learn about your

customer e.g their likes and dislikes Major concern and about

your product i.e how beneficiary is your product to them.

Production of newsletter: People love and informative with no

strings attached.

Promo: Who does not love free staff, when you offer free staff

(gift) to your customers, your gesture immediately promotes

feelings of goodwill and sense of genuine appreciation for their

patronage e.g birthday or anniversary text etc.

2.3 CURRENT, LITERATURE BASED ON THE VARIABLES OF

RESEARCH QUESTIONS

2.3.1. BENEFITS OF SERVING CUSTOMERS NEED

(CUSTOMER)

Customer service is the provision of service to customers before

and
during after purchase, the benefit of serving customers need

cannot

THE BENEFITS ARE FOLLOWS;

1. Maintain customers satisfaction and loyalty

2. Enable companies to pursue its mission of providing the

need based on solution to its customers.

3. It leads to fast and reliable delivery (Marketing Principles and

prospective 2001)

4. It gives competitive advantages

5. Given information about product alternative

6. Growth and strength to strength , (financial standard 2009)

2.3.2 WAYS TO IMPROVING CUSTOMERS SERVICE

Why is the seemingly sudden re-awakening to the great

importance of the customers and how best can we handle our

customers so that our organization can benefit from the cutting

edge or competitive edge which quality customer service ensures.

(Ezeifedigbo, 2006) According to Kelvin (2009), the various ways

for improving customer services as follows.

 1. Improve people skills: To deliver amazing service,

peoples skills counts, so fast and high return way to improve

customers services is to find ways to improve your team’s

skills through bringing in a trainer or a speaker and providing

useful training contents to employees e.g videos’, books and

articles etc.

2. Talk to your customer: the only way you can consistently

give your customers what they want is if you know what they

want. Banks, companies should involve customers in direct

and open conversation to know what they want.

3. Make service A Priority: The biggest reason that some

employees tells us is that they don’t have the time to deliver

great service because they feel they are faced with

competing priorities and they learn towards those perceived

to be most important to management.

4.Make it easy for employees and customers to offer feedback get

everyone involves in serving for everything need ie. the

employees.

THE WAYS TO IMPROVE CUSTOMER SERVICE ARE AS

FOLLOWS
 1 Reward customers a point for every money they spend

2 Build strong relationship with your customers by inviting

them to company’s meetings, launching and seminars

3 Make sure employees know and use your customer’s

service policy by giving them bonuses to practice

excellent customer service.

4 Always be polite to your customers by using words like

welcome, please and thank you.

5 Resolve customer complaints quickly and successfully by

answering all e-mails and phone calls.

HOW TO HANLD CUSTOMERS COMPLAINTS

No matter how perfectly designed and implemented a marketing

programme is, mistakes will happen, given to potential down side

of having an unhappy customer, it is crucial that the negative

experience be dealt with properly. As with any marketing crises

large or small swiftness and sincerity are the key watchwords.

Customers must feel in an immediate sense that the company to

blame the truly cares.

According to Ph (2000) the following procedures and can

help to recover customer ‘s good will .

 1. Accept responsibility for customer’s disappointments and do

not blame to customer.

2. Set up 7 days, 24hours free hotline( by handset, fax or e-

mail)to receive any facts. On customers complaint.

3. Contract the complaining customers as quickly as possible

4. Resolve the complaints quickly and to the customer’s

satisfaction.

5. Use people that are emphatic for customer service.

CONSEQUENCES OF POOR CUSTOMER SERVICE;

There are consequences for poor customer service and they are

as

Follows:

1. Conflict and effects on profit; When sales drops, obviously

the profit maximization motive of the organization will be

negatively affected.

2. Unhappy staff and stress: With poor service to customers,

the organization will be affected in terms of capital based

will in

turn affect the staff because no more incentive will be giving to

them.
3. Low number of customers: if the customers’ service is too

poor to its customers, it will lead to or cause low patronage

by the customers.

4. Low sales: If the customers service is poor/low it is leads to

low sales thereby minimizing the organization profit .

5. Decrease in organizational reputation. This arises as a result

of loss in confidence on the customers part.

6. High level of companies : When this occurs and no prompt

attention or solution in being rendered to the customers,

they begin to loss hope and confidence on you.

 CHAPTER THREE

RESEARCH METHODOLOGY

This chapter deals with the various methods employed by

the researcher in the process of collecting data for this

study, collecting of data was carefully carried out in order to

gather relevant information for this work.

3.1 RESEARCH DESIGN

The research design used by the researcher is a survey

design. Here, questionnaires were constructed and

administered on which data were collected from sample

drown for analysis. The sample was used in the entire

population of the study.

3.2 AREA OF THE STUDY;

This research is conducted to find out empirically how

serving of customers’ need can lead to improve banking

efficiency. The area covered in this study is Access Bank Plc

Ekwulobia.
3.3 POPULATION OF THSTUDY

The population of this study includes the staff and customers

of Access Bank Plc Ekwulobia branch which consist of (55)

staff and (545 customers as shown in the below:

Respondents No of Respondents

Staff 55

Customer 545

Total 600

3.4 SAMPLE OF THE STUDY:

In choosing the sample if the research adopted simple

random sampling technique for accuracy and reliability. The

staff and customers of Access Bank Plc Ekwulobia branch

were selected from the population as the sample used for

this study the sample consists of (55) staff and (545)

customers, giving a total of (240) sample out of the total

population of 600 the formular is:

 g = G

1 + G(f)2

Where g = Sample

G = Total Population

F = Level of Significance 5% or 0.05.

I = Constant
By substituting into above formular
G = 600
1+600(0.05)2
g = 600
1+ 600(0.0025)
g = 600\
2.5
g = 240
3.5 SOURCES OF DATA

Primary Sources: These are data from primary sources . We

interview, experiments, direct observations and others. Primary

data are data obtained from no previous records by the

investigator/researcher himself or his agents for a particular

purpose.

SECONDARY DATA;
These are data collected and used for a purpose were different

from that of which they were originally collected. They are also

data which are not directly obtained by the investigator himself or

his agents but which are collected from existing records. Sources

of this include: newspapers, magazine, intensity, library etc.

3.6 INSTRUMENT FOR DATA COLLECTION

The instrument used in collecting data for this research work

is a structure from of questionnaire given to some of the selected

staff and customers of Access Bank Plc Ekwulobia branch. The

questionnaires are designed in such a way that it has a yes or No

answer to be tick ( ) by the respondents and other forms of

answering research questions. This is adopted to save time and

ease the collection of such data.

3.7 VALIDATION AND RELIABILITY OF THE INSTRUMENT

To ensure validity the questionnaire was taken to the

supervisor of this project who took a closer look at it to ensure

that terms in the questionnaire are in line with the objective of

purpose of the study.

Since, the instrument used was able to extract 192

responses out of 240 questionnaires administered, it then means

that the instrument is reliable i.e the instrument was able to

extract 80% response which means that the instruments is

reliable.

3.8 DISTRIBUTION AND RETRIVAL OF THE INSTRUMENT

The researcher adopted the face to face method of

distribution and retrieval of the instruments for data collection

(like questionnaire). This method was used because it yields high

returns as compared to the other methods of distributing and

retrieving instrument for data collection. At the end (240)

questionnaires were distributed and the number returned are

shown on the table below:

Area covered No of No of Percentage

questionnaire questionnaire

Access Distributed Returned

Bank 240 80%

3.9 METHOD OF DATA ANALYSIS

In analyzing the data collected, the researcher analyzed the

data collected from the respondents by the use of percentage

method.
 The formular for simple percentage is given below:

F X 100

N 1

Where F = the total number of frequencies

N = the total number of responds.

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

The objective of this chapter is to present the relevant data

on which the findings are largely based on the presentation of

data analysis for this work. A total of 240 questionnaires were

administered to both staff and customers of Access Bank Plc

Ekwulobia branch out which 19% were filled and retuned.

4.1 DATA PRESENTATION AND INTERPRETATION

The data collected are presented and used to answer the

research questions. The analysis and interpretation of data

collected from respondents are presented in percentage and in a

table form.

Table: 4.1.1

How would good relationship between bank and customers should

improve banking profitability.

Variables Respondents Percentages

Having good 159 83

relationship between

banks and

customers makes

the banks to retain

its old customers

and also attract new

customers.

It will not lead to 33 17

retaining of old

customers and

attract new ones.

Total 192 100

From the above table, 159 respondents representing 83% of the

population are of the opinion that having good relationship for

customers helps to attract new customers and also retain old one

while 33 respondents counter pose it.

Table 4.1.2
 How would banks good interaction and communication with

customers improve customers satisfaction and retaintion rates?

Variables Respondents Percentages

Not having good 150 78

interaction and

communication with

the customer will

make the bank to

lose a lot of

customers.

It will not make the 42 22

bank to lose of its

customers

Total 192 100

From the table above, the researcher observed that 150

respondents representing 78% says that not having good

interaction and communication with the customers which make

the bank to lose a lot of its customer while 42 representing 22%

are of the opinion that not having good interaction and

communication with customers will not make the bank to lose its

customers.

Table 4.1.2 How would bank gives solution to the problems of

customers service?.

Variables Respondents Percentage

By providing enough 192 100

facilities for the

banking services and

educating the staff

on how best to serve

customers.

0 0

Providing enough

facilities for banking

and education the

staff are not ways of

giving solution to the

problem of

customers service.
Total 192 100

From the above table, it can be seen that all the respondents are

of the opinion that by providing enough facilities for banking and

by educating the staff on how best to serve customers can solve

the problems.

Table 4.1.4 To what extent does serving customers need act as

concept of improving banking efficiency:?

Variable Respondents Percentages

Serving customers 165 86

need act as a

concept of

improving banking

efficiency to a very

large extent. It act

as a concept of

improving banking

efficiency to a little

extent.
Total 192 100

From the above table, 165 respondents representing 86% of

the population are of the opinion that serving customers need act

as a concept of improving banking efficiency to a large extent

while 27 respondents are of the opinion that serving customers

need at a little extent act as a concept of improving banking

efficiency.

4.2 ANALYSIS OF RESEARCH QUESTIONS

From table l, the researcher found out that 83% of the

respondents said that having good relationship between bank and

customers helps in retaining old customers and attracting new

ones. 17% of the respondents are saying otherwise.

From table 11, it can be seen that 150 representing 78% are of

the opinion that are having good interaction and communication

with the customers will make the bank lose customers.

From table, lll above, it can be seen that 100% all the

respondents are saying that by providing enough facilities for

banking and by educating staff on how best to serve customers

will some problem of customers service.

 From table iii above, it can be seen that 165 respondents

representing 86% are of the opinion that serving the customers

need act as a concept of improving banking efficiency to a large

extent, while 14% are against.

4.3 DISCUSSION OF FINDINGS:

From the table, 83% of the respondents are of the opinion

that bank having good relationship with their customers will helps

in getting customers for the banks and helps in retaining old ones.

Banks good relationship with their customers increase the

profitability of the bank. 17% of the respondents counter pose it.

According to table 11, it can be seen that 78% of

respondents are saying that not having good interaction and

communication with the customers will make the bank lose a lot

of customers while 22% of the respondents are saying that not

having interaction and communication will not make the bank to

lose its customers.

THE RESEARCHER FOUND OUT IN TABLE III

Above, that all the respondents are saying that by providing

enough banking facilities and educating of staff on how best to

serve customers will solve the problems facing customers service.

From table, iv

Above, the researcher found out that 86% of respondents are of

the opinion that serving the customers need acts as a concept of

improving banking efficiency to a large extent while 14% counter

pose it.

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 SUMMARY OF FINDINGS

It should be recalled in chapter one, some objectives of the

study and statement of the problem were stated and so the

summary of the finding made would be an answer to the

objectives and in accepting or rejecting statement of the

problems.

To enable having good relationship between bank and

customers from data analysis and problem one test made, we

would observe that a good number of respondents opines that by

bank having good relationship with the customers are always

interested in having relationship with those they are banking with.

Not having good interaction and communication with its

customers. In references to the analysis in chapter four, the

researcher observed that the respondents are of the opinion of

not having good interaction and communication with the

customer will make the bank to lose its customers, this is because

one of th major objectives of bank is to make sure that the

customer understands their language in other to satisfy the

customer.

To offer solution to the problem identified and recommend some

ways of improving customers’ services. Referring to the analysis

in chapter four, table three states that the researcher found out

that some of the possible solution to the problems of poor

banking services are providing enough facilities for the banking

service an educating the staff.

To ascertain the extent to which serving customer need improves

the banking efficiency. In reference to the analysis in chapter

four, the researcher observed that the respondents are of the

opinion of serving the customer’s need act as a concept of

improving bank efficiency to a very large extent, this is because

one of the major objectives of bank is to make sure that the

customer are satisfied to a reasonable, extent.

5.2 CONCLUSION

Winning customer’s loyalty starts from managing customer’s

relationship. What makes a customer loyal is the value he gets.

Effective customers service are the key to achieve company’s

goals because customers are always looking for a positive

experience when they engage in business.

Customers will be more inclined to repent business when they are

quickly easily able to find answer and solution because knowing

your customer is extremely important and in turn to help to target

your business and offer the best service to your client.

Customer as king; They are the reason for the survival and

existence of a business. In order to get their loyalty, they must

have to be satisfied at least to a maximum level, therefore,

effective service of customers enable customers to do business

with your company because you offer best.

5.3 RECOMMENDATIONS
 Consequent upon the studies made thereof, through face to

face method of distributing and receiving of questionnaires, the

researcher do hereby make the following recommendations.

There is a lot of room for improvement on how many

organizations service their customers and there are sub stained

benefits our for those that do so, the good news is that you need

to spend a lot of money to start making improvement in your

customer service.

Improve people skills: To deliver amazing service, people skills

count, so a fast and high return way to improve customer service

is to find away to improve your teams skills.

Make service a priority , talk to your customer, get everyone

involved.

5.4 LIMITATIONS OF THE STUDY

Although the research work was restricted to Access Bank

Plc of the selected money deposit bank in Ekwulobia, the

limitations are as follows :

 Short period of time within to complete the study.

 Inability to get the complete number of staff and customers

of Access Bank plc Ekwulobia branch.

  Lack of fund to conduct on in-depth study is a problem

especially in this era of high cost of research.

5.5 SUGGESTION FOR FURTHER RESEARCH

The following suggestions were made for further research.

Further research should be carried on the impact of advertising in

banking industry.

Recapitalization of the banking industry in Nigeria, issues and

challenges.

Further research should be carried on the fraud and anti-fraud

challenges in contemporary Nigeria Banking sector.

REFERENCES

Afolabi; A.O (1995) “Principle and Ethics of Banking “Enugu” Sky

limited Press Limited
Angelino A.A (1998) “Monetary Economics “Ibadan: Heinerman

Educational Book Plc.

Augustus S.M (2006) “Element of Banking in Nigeria “ Kaduna

Kings Press Limited.

Chukwudi J.AE. (1999) “Banking laws and Regulations in Nigeria”

Enugu D, Kings Association.

Clington B.I (1990) “Concept of Banking Efficiency “Enugu . I.B.

 Publishers.

Davidson A.L. (1998) “Role of Central Bank in Nigeria “Enugu D.

kings Association.

Okereke S.C (1999) Banking /Customer Relationship in the

economic Ibadan: HeinermanEducation Books Plc

Victoria, E.M (2005) “Nigeria Financial Market and instruction

Enugu Sky press Ltd.

Vincent J.D (2005) Nigeria Banking Sector “Lagos T.C.”

Publishers.

APPENDIX A

Department of Banking and Finance

School of Financial Studies
Federal Polytehnic, Oko
Orumba North L.G.A.
Anambra State.
Dear Respodent,

LETTER OF REQEUST.
 I am a National Diploma student of the above mentioned

Department and Institution, am carrying out a research on “

Customers Satisfaction a Concept of improving Banking Efficiency,

your assistance in completing those questions in the

questionnaire is highly appreciated and all this project.

Confidential of the data and of the respondents is full

guaranteed as the information supplied will be used for research

purposes.

Thanks for your anticipated Co-operation.

Yours Faithfully.

Nkama Ugomma Salvation

APPENDIX B

SECTION A

Please tick appropriately in the space provided below

1 Sex Male ( ) Female ( )

2 Age ( a) 18-25 ( ) ( b) 26-32 ( )( c) 33-40 ( c )

(d) 40 and above.

Work Experience (a) 0-2yrrs ( ) (b) 3-5yrs ( ) (c) 6-9yrs ( )

 (d) 10 yrs and above.

SECTION B

1. Does the bank regard their customer loyalty? Yes ( ) No ( )

2. How does the customer feel when their bank satisfy their need?

Very Excited ( ) Not Excited ( )

3. Are there time that bank does not serve the customers need?

Yes ( ) No ( )

4. To what extent are the benefit accrued from serving

customers need? Great Extent ( ) Lower extent ( ).

5. Does serving customers need lead to reduction? Yes ( ) No

()

What is the relevance of serving customer need

improvement to banking efficiency ?

Great extent ( ) Little ( )

To what extent does serving customers need act as a

concept of improving banking efficiency? Large extent

`( ) Very extent ( )

What are the consequences of not serving customers

need?

Losing Much Customers () Losing ()

 What are the possible solution of the problem identified

and recommend ways of improving customers need?

Seeking Government intervention ( )Not seeking

government

10 Are there ways which policies can be made to hedge

against un implementation of customers services? Yes

( ) No ( )

6 What is the relevance of serving customers need

improvement to banking efficiency?

7 Improving banking services for customers to make the

bank to retain its old customers and also attract new

customers ( )

8 It will not lead to retaining of old customers and attracting

new ones. ( ).