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CHAPTER ONE
INTRODUCTION
Customer Satisfaction is perception of customer about a company and
in relation to whether his or her expectation is met or not (Praline,
2007).
Over the years a feeling of discontentment among customers and
users of bank services developed gradually with regard to irregular
rendering of banks statement delay in clearing and crediting changes
lodged, failure to receive prior guidance and endless queues at the
banking hall and numerous other frustrating and organizing experiences
of customers generated dissatisfaction with the banks.
The profits
declared annually by the bank generate some resentment to their
customers and other uses of the service who believed nightly or through
that the service they received from the banks are mostly inadequate and
ineffective.
Many of the bank service in Nigeria need to be received.
The review should be seen as an attempt by the banks to determine the
most effective approaches for satisfying customers needs. For instance,
the introduction of computer technology was to enhance the quality of
banking services to their customers but the rate of effective
utilization of computers still remain very low.
Many banks have also
introduced e-banking, value card credit card, and (ATM) debit card so as
to eliminate necessary queues and facilitate easy transaction. Many
banks also invested enormous capital in the construction of magnificent
high head office complexes; area offices and branches to provide
suitable working condition for staff and customers, and a the same time
enhancing their corporate image. The impact of customer satisfaction in
banking industry cannot be overemphasized, especially in the face of
stiff competition, obtainable in today’s business world. Hence the
need to study the subject matter: The assessment of customer
satisfaction in banking industry. As such emphasis of this essay shall
be on this subject matter.
1.2Â Â Â OBJECTIVES OF THE ESSAY
- To assess customers’ satisfaction in banking industry
- To examine the general concept of customer satisfaction in banking industry in Nigeria.
- To identify the factors militating against customers satisfaction in banking industry.
- To proffer possible solutions to the identified problems.
1.3Â Â Â SIGNIFICANCE OF THE ESSAY
The study will be useful to players in the banking industries as well as students as they utilize the findings of this essay.
The
firms in the banking industry who may wish to sue the findings as a
basis for formulating policies aimed at improving customer satisfaction
will really find this essay useful as they utilize the findings.
Students
as well as private individual who may wish to use this essay as a
reference material or a spring board to undertake their own work would
find this essay really significant.
1.4Â Â Â SCOPE OF THE ESSAY
The
essay covers the assessment of customer satisfaction in banking
industry as well as the challenges militating against customers’
satisfaction in banking industry. The essay equally proffers
recommendations to the challenges confronting banking sector in their
bid to effectively satisfy their customers.
1.5 LIMITATION OF THE ESSAY
Time: Although
time is vital for one to get accurate and up-to-date data, this cannot
be achieved (being a student) because of academic stress.
Finance: Another
constraint is finance to conduct a research of this nature. Money is
essential to enable travelling to various branches of different
geographical locations and buy the necessary materials for this study.
 But it is factual that there is nothing like “enough money†is the
country.
You either get what you want or your money back. T&C Apply
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