CUSTOMER SERVICES IN FINANCIAL INSTITUTIONS, A STEP TOWARDS IMPROVING PROFITABILITY (A CASE STUDY OF UNION BANK PLC, OKO)


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TABLE OF CONTENT
Title page
Table of content
Abstract

Chapter One
1.0   Introduction
1.1   Background of study
1.2   Statement of the problem
1.3   Purpose of the study
1.4   Hypothesis
1.5   Scope/Limitation of the study
1.6   Significance of the study
1.7   Definition of terms

Chapter Two
Review of Related Literature
2.0   Introduction
2.1   Budget
2.2   Budgeting
2.3   Historical development of budgeting
2.4   Reasons for budgeting
2.5   Types of budget
2.6   Variance Analysis
2.7   Importance of Variance Analysis
2.8   Controllable and uncontrollable cost
2.9   Responsibility accounting
2.10 Budget Administration
2.11 Budgetary Control
2.12 Objectives of Budgetary control
2.13 Basic requirements for a good Budgetary
Control System

Chapter Three
Research Methodology
3.0   Introduction
3.1   Population of the study
3.2   Sample Size
3.3   Sample method of data
3.4   Sources of data collection
3.5   Administration and Retrieval of Questionnaire
3.6   Procedure used for data analysis

Chapter Four
Presentation and data analysis
4.0   Introduction
4.1   Presentation and Analysis

Chapter Five
5.0   Introduction
5.1   Summary of findings
5.2   Conclusion
5.3   Recommendation
5.4   Suggestion for further research
5.5   Limitation of the study
        References
        Appendix



ABSTRACT
Due to the importance of customers service in the business world. Many privileged organizations most especially the financial institutions are now depending strongly on it to enhance or improve their profitability. Ideas and opinions were received from staff and reputable customers of union bank of Nigerian plc, Oko branch, which was used as a case study.
These ideas and opinions were got through the use of open and close ended questionnaires, interviews and observation. The data collected was analysis with the use of chi-square (x2) which is a statistical technique used in comparing the differences between observed and expected frequencies. Actually only banks with foresight with respect to customer service will succeed amidst competition.
Meanwhile union bank of Nigeria plc will really benefit more if they take advantage of the result of this research work, here by sustaining its customers and at the same time keeping them happy.



CHAPTER ONE
INTRODUCTION
        The topic of this research work is of course, customer services in the financial institutions, a step towards improving profitability (a case study of Union Bank Plc Oko).
        Woodruff (1997) defines profitability as the ability of an investment or a company to make a profit after costs. Overhead, etc. profit on the other hand, is the difference between the income of the business and all its costs and expenses over a period of time.
        Shaw (1990) defines a service as a performance that delivers some combination of benefit to the customer.
        Union Bank of Nigeria Plc, a bank established in 1917, as Bank of Colonial Africa, increased its profits after tax from 5.035 billion in 2001 to 9.375 billion naira in 2005. In July 2009, the bank was rated the 556th largest bank in the world and the 14th largest bank in Africa, with an asset base of US $826 million.
        However, the bank....

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