BANK-CUSTOMER’S RELATIONSHIP IN A CONSOLIDATED BANKING ENVIRONMENT

ABSTRACT

The work tries to evaluate the relationship between banks staff and customers in the post consolidated banking era in Nigeria using some selected commercial banks sample for the study. In order to carry out this study primary and secondary method of data collection were employed by the researcher. The primary data were collected through structured questionnaire distributed to 55 randomly selected management staff of the sampled banks. Tables and percentage were used to clarify the data while the hypothesis earlier formulated to guide the study was tested using the chi-square statistical tool. The result of the study shows that there is a positive and significant relationship between customer relationship and the performance of the banks. The study therefore recommended that commercial banks should intensify the effort to improve service delivery in the system.

CHAPTER ONE

1.1     BACKGROUND OF THE STUDY

The role of commercial banks in the development of any economy cannot be over-emphasized, their role in the improvement of banking services will even be more glaring if they have enough customers; since it is the deposit of these customers it uses to perform its numerous roles.

More so, banking is one of the noble and most respectable professions in the entire world. The profession is fast gaining respectability and elevation thereby making its importance not to be under rated in Nigeria because many Nigerian’s now prefer to keep and save their money and other valuables in the banks rather than keeping them under their beds or bury them underground as it was in the days of our forefather because of the safe and sound banks in Nigeria especially since the banks consolidation exercise.

In April 1984, during the currency exchange exercise in Nigeria, shocking discoveries were made when it was revealed that there was tremendous increase in the volume of currency outside the banking system. Without any doubt, they were reasons responsible for the above mentioned statement and such reasons were not far-fetched from the fact that many bank customers have lost faith in the manner in which the banking services were being rendered.

Many Nigerians were extremely unhappy over the rigorous ways Nigerians commercial banks treated customers.

The fact that there has been a consolidation among numbers of commercial banks as well as their network should at least promote healthy competition to the advantage of the customer banking services both inn terms of quality and services rendered to the general public.

It would not be out of point to say that new unsuspecting problems may surface if these problems are not faced squarely in order to restore customer’s confidence in financial institutions.

This study is therefore an attempt to combine the difference in relationship (which are easily identifiable) and criticism of commercial banks.

1.2     STATEMENT OF THE PROBLEM

Being a service organization, banks ought to maintain a high level of public relations with its customers. Failure to have achieved that is as a result of number of problems which includes:

1. Poor delivery of banking services to the customers.
2. Nonchalant attitude of bank staff towards customers.
3. Unnecessary delay of customer in their banking halls.
4. Incidence of bank fraud and distress.
5. Customers over bearing attitude.

Considering these problems, you find out that quite a good number of commercial banks are yet to meet up with the set standard of its customer relationship.

1.3     OBJECTIVES OF THE STUDY

The main objectives are as follows:

• To find out the complaints that customers have against the banks.
• To determine whether the banking sector reforms has had any effect in bank-customer relationship.
• To study the effects of the complaints of bankers customers relationship in Nigeria commercial banks.
• To make recommendations based on the findings on how to improve bank-customer relationship in Nigeria.

1.4     RESEARCH QUESTIONS

1. Has there has any change in banks service delivery or in the transactions of bank business after the consolidation program?
2. What are the impacts of poor bank customer’s relationship on commercial banks?

• What is the level of service delivery offered to the customers (is it at a level where it is supposed to be?

1. Is there any relationship between service delivery and customer satisfaction?

1.5     HYPOTHESIS FORMULATION

The following working hypotheses are test for reliability and acceptability. The null hypothesis (H_o), and the alternative hypothesis (H₁).

The hypothesis for the proposed study is as follows:

1. Ho: There is no significant relationship between bank-customers relationship and the performance of commercial banks.
2. Hi: There is significant relationship between bank-customer relationship and the performance of commercial banks.

• Ho: The general improvement in the banking services does not significantly result in cordial and beneficial bank-customer relationship.

1. Hi: The general improvement in banking service significantly results in cordial and beneficial bank-customer relationship.

1.6     SIGNIFICANCE OF THE STUDY

The significance of bank-customer relationship in relation to improving the services in Nigerian commercial banks would help bank staff to be more customer service oriented and in doing so, tend to grow its customer relationship.

This study shall be beneficial to the following set of people:

1. Bank Regulations.
2. Bank-Customers.

On the side of students, they will benefit from this study by coordinating themselves better and abide by the rules and regulations of banks especially when going into a bank for one form of transaction or the other.

The work will also serve as reference materials to students carrying out studies on related topics.

Secondly, the regulator (CBN) should benefit from this study by maintaining a figure-head relationship with the commercial banks by knowing the kind of services banks offer to the public and make sure that such banks improve customer’s confidence in them. This work shall also assist them by providing them with information on how to improve on its regulatory functions.

Thirdly, the bank-customers can benefit from this study by keeping themselves free from fraudulent activities knowing the consequence of having a poor bank-customers relationship.

Finally, the stakeholders should benefit from the outcomes of this work especially if recommendations were implemented through efficiency that would result from a better bank-customer relationship.

1.7     SCOPE OF THE STUDY

This work uses in survey method and the collection of data for this study was limited to the sample selected from some Nigerian commercial banks located in Agbor metropolis in Delta state and Benin City namely; United Bank for Africa (UBA), First Bank of Nigeria Plc, Union Bank of Nigeria Plc, Zenith Bank Plc, Bank PHB Plc, and Intercontinental Bank Plc.

1.8     LIMITATION OF THE STUDY

Every worthwhile venture has problems militating against its progress as should be expected and there are usually various constraints that limit activities of the researcher in the course of the research.

1. Finance: There was the problem of finance because as a student with limited means of income; the problem was more complex as funds from parents, relatives and guardians were not enough.
2. Time: There was also the problem of time; as the researcher had to combine this work with his studies as well as writing his examinations.
3. Insufficient Materials: There was also the problem of research materials expected from the school library, which made the researcher to divert his attention to other sources which in turn consumed money and time which was projected for the research. Collection of information needed for this research came with its hitches and potholes as much as been written on this study in the past and those who accepted to supply information wee reluctant to do so.

1.9     DEFINITION OF TERMS

• Bank/Banker: Any person, persons, partnership or company that provides the minimum banking services and which is licensed by the federal government as a banking institution (Unugbro A.O 2009).
• Banking Business: It is business that deals with the provision of financial sources or assistance and receiving of deposit on current account, savings account and other similar accounts.
• Bankruptcy: It is the state of being unable to pay up debt owed by a financial institution.
• Bank-Customer Relationship: It is a cordial relationship which exists between bank customers and bank staff. It is governed by the general rule of contract, agency, bailor-bailee, mortgagor or mortgagee and various rules and conventions of banking practices.
• Bank Customers: In Nigeria, the essential condition is that a person must have opened an account with the banker and have at least one transaction on the account before he can be classified as a bank customer (Unugbro A.O:2009)
• Central Bank of Nigeria (CBN): Is the apex regulatory body of the financial system that has the primary responsibility of fostering monetary stability and soundness of the financial institutions.
• Commercial Banks: Any bank in Nigeria whose business include acceptance of deposits withdrawable by cheque. They are generally referred to as those banking institutions that can create money inform of demand deposit.
• Cheque: It is on unconditional order in writing drawn on a banker signed by the drawer, requiring the banker to pay on demand a sum certain in money.
• Expatriate Bank: This is a financial institution that is established in Nigeria by foreigners.
• Financial Institution: This is a set of institution which serves the purpose of channeling funds from lenders to borrowers. F
• Financial Constraints: Is a situation where there is shortage or insufficient funds within the financial system.
• Indigenous Bank: A financial institution established in Nigeria by Nigerians.

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