The Effect Of Quality Service Delivery On Customers’ Patronage In The Banking Industry Of Nigeria (A Case Study Of First Bank Plc)

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The Effect Of Quality Service Delivery On Customers’ Patronage In The Banking Industry Of Nigeria (A Case Study Of First Bank Plc)


This research work revealed the effect of quality service delivery on customers’ patronage in First Bank Plc, Kaduna. The bank has failed to take note of the importance of customers satisfaction and cost of banking service is high in the sense that there is high interest rate on loan and time spend in transacting business in the bank is longed. The main objective of the study is to find out the types of service offered by first bank to their customer and evaluating if the service guarantee the satisfaction of the customer. The methodology used in gathering data for the research work was the interview and questionnaire method were used. The finding of this research work was discovered that workers are satisfied with their present level of work and the customers are always right in first bank. It was concluded that a bank which produce and rendered good service efficiently would embrace the patronage of the public, even when a bank produced good service but desired the patronage of its customer. And it also recommended that management should ensure that the legal right and supplementary benefit of the staff are met on the best of their capacity. And they should improve on their service rendered to their customer so that more information would be given to customer on issues like loans, acquisition, and overdraft.

Table Of Contents

  • Title Page
  • Declaration
  • Approval page
  • Dedication
  • Acknowledgment
  • Abstract
  • Table of contents

Chapter One


  • 1.0 Background of the study
  • 1.1 Statement of General Problems
  • 1.2 Objectives of the study
  • 1.3 Research Question
  • 1.4 Significance of the Study
  • 1.5 Scope of the study
  • 1.6 Limitation of the study
  • 1.7 Definition of Terms

Chapter Two

Literature Review

  • 2.0 Introduction
  • 2.1 bankers and Customer Relationship
  • 2.2 The Cashier and the Customer
  • 23 The Banker and Customer Legal Relation
  • 2.4 Types of Customers
  • 2.5 Duties and Responsibilities of Bankers
  • 2.6 Duty of Secrecy
  • 2.7 Standard of Service

Chapter Three

Research Methodology

  • 3.0 Introduction
  • 3.1 Area of study
  • 3.2 Research design
  • 3.3 Population of the study
  • 3.4 Sample size and Sampling Techniques
  • 3.5 Data Collection instruments
  • 3.6 Administration of research instrument
  • 3.7 Techniques of data Analysis

Chapter Four

Presentation and Analysis of Data

  • 4.0 Introduction
  • 4.1 Characteristic of the Respondents
  • 4.2 Presentation of Data and Analysis
  • 4.3 Summary of findings
  • 4.4 Discussion of Findings

Chapter Five

Summary, conclusion and Recommendations

  • 5.1 Summary
  • 5.2 Conclusion
  • 5.3 Recommendations
  • Reference / Bibliography

Chapter One


1.1 Background of the Study

The banking industry which is various bank put together to this industry consist of the central, commercial, merchant, development and saving banks. Central bank being the apex bank. Though banks are classified according to their functions, a detailed study of their various functions showed that they have common features and functions but with a slight and important distinction.

Just like other human activities, banking has a history which dates back to the 2500BC. The early known bankers have the jews in hombandy in Haley who transacted their business on benches in the market place.

The project examines customers services since the banking industry is with the aim of evaluating the level of satisfaction of customers in response to services offered. To do this effectively FBN PLC, Kaduna has been selected to serve as our case study.

Banking in Nigeria

The earliest recorded banking in Nigeria was by Elder Demister company and the African banking corporation in 1894. The banking activities of these corporations were later taken over in 1894 by the British West Africa. It remained as until 1971, when the colonial bank opened officers in Jos, Kano, Lagos and Port Harcourt

The bank of British west Africa later become standard bank of Nigeria ltd and now FBN PLC. The colonial bank was also renamed Barclays bank. Its name change against to union bank of Nigeria limited on 12th March 1979. The first indigenous bank was the industry and commercial bank, which was established in 1929. It collapsed in 1931 and went out of business in 1936. In 1933 the national bank of Nigeria was opened. The next important event was not until 1945, when the Agbonmag be was established. The African continental bank was formed in 1946 as the Tinubo bank and changed to its WEMA Bank Plc, Bank of the North was established in 1959, Cooperative Bank was established on 1962.

There was also the emergence of the United Bank for Africa in 1949. The last four banks mentioned above are still in existence.

The first banking ordinance appeared in 1951 and ruled that no bank would be allowed to operate without a license from the government. The ordinance established the central Bank of Nigeria which take over the issue of ensuring monetary stability and sound commercial banking operation in Nigeria.

In order to develop the rural area economically, the federal government in 1991 also ensured the concept of rural banking, also known as community banks. Community bank was found in practice of the Africa society, it was to this end that the then central bank governor, late Alhaji Abdulkadir pointed out that “community banks are bound to Nigeria today.

The British and French bank which was established in 1947, later its name was changed to United Bank of Africa in 1961.

The Economic Importance of Commercial Bank in Nigeria

The distinguishing feature of a commercial bank is that it hold itself out as prepared to accept deposit of money from members of the public on current or deposit account to honour cheques drawn by its customers on their accounts, and to its customers and drawn on or issued by other banks.

Commercial banks deals in money, receiving it on deposit from customers, honouring customers drawings against such deposits of demand, collecting cheques for customers and lending or investing surplus deposits unit they are required for repayment. From the above functions of commercial banks it becomes clear that they are of great use to the government, the business community and the various individual, in the society. The government requires the corporation in execution its monetary policies, such as the restriction of expansion of credit as and when the need arise. In developing countries like Nigeria, the central bank is a substantial lender in the short term trough a treasury bill purchases as a lender of last resort to customers demands.

1.2 Statement of the Problem

The survival of the banks depend on the number of customers, the banks are able to satisfy. The statement of problems are cost of bank service is high, interest rates on loans and deposit are high, time spent in transacting business in the bank is long and there are also long queue and huge crowd in the banking hall that tends to put one off. What is more the quality of bank services is questionable with the increasing level of fraud, forgeries and sometimes diversion of customer funds.

1.3 Objectives of the Study

This work is aimed at analyzing:

The types of services offered by first bank to their customers and evaluating if the services guarantee the satisfaction of the customers.

To find out the causes of long delays queues, crookedness and the aggressive noise in the bank.

To enquire into the staffs attitude and response to customers and the problems in the services rendered by this bank so as to recommendation on the strength of the findings.

The general purpose o this research work is precondition for the award of National diploma in Banking and Finance.

1.4 Research Questions

  1. What are the types of services offered by First Bank Nigeria Plc to satisfy her customers?
  2. What are the causes of long delays, crowdedness and the aggressive noise in the bank?
  3. What are the staff attitude and response to customer in the bank?

There is cordial relationship between workers and customers in First Bank for high profitability

1.5 Significance of the Study

First bank Nigeria Plc as a commercial bank is involved in various banking functions among them is the granting of qualitative service. The sole aim of this work is to examine the experience of bank to the problems in the task of ensuring customers satisfaction through prompt and effective customer. These will be used for the policy makers of the bank and other banks, and again it can be useful to the customers of the bank on how to deal with the services rendered to them and it can be useful to students who can make reference to it when writing project report about the bank.

In a last note the recommendations made will present a practical attempt on the part of the researchers contribution to already existing stocks of knowledge of ensuring effective customers services.

1.6 Scope of the Study

The study shall limit itself to the management, applications and procedures used in effective satisfactory customer service and possible make recommendation to aid the effectiveness of this function of commercial banking in this century.

Therefore it is however assumed that any information collected with regard to the samples will reflect a true opinion of the population and that information from first bank Nigeria Plc Kaduna is considered authentic for the work.

1.7 Limitation of the Study

Financial problem as a result of several visit to the organization which resulted in a delay in attending to the researcher, and the cost of reaching the place due to increase in transportation cost.

Secrecy in the banking industry, contributed to great extent to limiting sources of information as the writer was not able to gain access to some vital record that would have been of immense help.

There was also difficulty in seeing the officer assigned to help with necessary information as in most cases; he was busy which a major trait of the banking industry.

1.8 Definition of Terms

Commercial Bank:

Commercial bank is a bank which offers full banking services to commence, industry and other sectors of the economy. This full service implies the current, deposits account and saving account.


There is no statutory definition of the term “customer” hence reliance is placed on case law definitions which to make a person a person a customer of a bank he/she must either be operating a current account or deposit account or some similar relationship. The relationship begins as soon as money or cheques is paid in, and the bank accept it. So the customer is the person wishing to make purchasing of physical product or accept service regularly.


A reckoning counting, computation of statement receipt and expenditure showing a balance, register of debits and credits.

Current Account:

This is account running from day to day on which cheques are paid to which credits are paid in with orders from CBN to commercial banks. This type of account is commonly use by traders. The self-employed and other employed that the money is paid to demand.

Deposit Account:

This type of account is always maintained in credit. The balance is repayable at seven or fourteen days notice or after a fixed term. Interest is paid at the banks scheduled deposit rate, or on agreed rate between the bank and the customer. In this account, money is kept for a specified period. Customer who have sufficient money standing to their audit on current or saving accounts may instruct the banks to transfer part of the supplies funds to a deposit account in order to earn interest.

Bank Rate:

This is an advertised minimum rate at which the central ban of Nigeria is prepared to disrupt approved bills of exchange. This rate is used by government as a means of controlling the money demand and checking the growth of inflation. And also known as minimum rate.

Savings Accounts:

Saving account is similar to current account except that it is meant or the accumulation of smaller sums and withdrawals up to a certain amount. This customers account is designed to encourage small saving on which interest paid at a specified rate.

Chapter Five

Summary, Conclusion and Recommendations

5.1 Summary

Evaluation of customers service in banking industry” which is the title of the researcher work is aimed at succeeding or determining the degree of satisfaction the customer deserves from the services provided by Banks, using First Bank Plc, Kaduna main branch. Services rendered by Banks to their customers are so vital that they have to be put into consideration.

The research carried out this work to determine the set backs involved in the banking services and with the findings issues recommendations.

In chapter one of this work a background of information was given about banking in Nigeria the types of services rendered by the bank, limitation of the study, the statements of general problems, definition of aims and objectives of the research were all enumerated in the works.

Chapter two was on attempt to review some related literature on acting problems facing the banking sector in Nigeria.

Chapter three comprised of the methodology used in getting gathering data for the research of which the interview and questionnaire method was used.

Chapter four was presentation and analysis of data collected were tabulated and in reference drawn. The research was accepted and the null reject based on the following findings. It was gathered that FBN do not encourage temporal contract employment, based on the findings FBC should take into consideration the welfare at its permanent staff and give them motivational incentives when due so as to improve their performance.

The relationship of Bank staff/customer should be taking into cognisance as the customer is king any time, and this has a serious impact on the industry, management should take this as one of its priority, staff should mear a smile when taking to a customer that was it will boost customer/staff relationship and the effect will be positive on the industry.

5.2 Conclusion

The foregoing analysis has examined through evaluation of customers service in first Bank. In view of the researchers findings, some customers disapproved of some banking service rendered.

Bank can only be efficient only if the customers does not have to go through difficulties in obtaining such services delays on queues to deposit or withdraw money. A bank which produces and rendered good service efficiently will embrace the patronage of the public even when a bank produces good service but desired patronage of its customer. Some example would go a long way to elucidate the points made above. If it takes a bank six months to approve or reject an overdraft or loan application after the customer has met all requirements the bank is surely not performing its clutives efficiently when customers come receive their salary at the bank, they become frustrated because of the time wasted without the adequate waiting facilities. They should as a matter of necessity innovate and improve on the services rendered and this mode of operation. Respondents provides by the bank for customers comfort while waiting such as comfortable seats music good verification etc. should be maintain.

Gainy by the research used in the project it is evident that the qualities of the service rendered to the customers affects him considerable that is where the quality is poor he feels the effects quite negatively but where the quality is poor he feels the effects are qualitative he feels encouraged to continue to patronize the bank.

5.3 Recommendations

In the highlight of the findings and all the facts and all the facts and data enumerated earlier the following recommendation have been sites to carryout their service efficiently so as to meet up to standard and expectations of the competitive market. Open door policy should be enhanced to enable customers have direct contact with the management whenever unsatisfied with the services so that complain should not be intercepted in transit and protection against harassment against the staff who have np respect for values.

The management should ensure that the legal rights and supplementary benefits of staff are met o the best of their capacity and without induced fictions. It is only when the staff themselves are contended can they be relied upon to perform their duties effectively. Adequate and periodic training should be given to the banks in general at all levels to enable them improved efficiency in rendering adequate services to customers.

To increase customers awareness of the range of services supplied by the bank, the should design hand books and brochures and improve upon enlightenment campaign about the service rendered for the benefit of customers.

The following are more recommendations that are also beneficial to the development of the bank.

  1. More information should be given to customers an issue, like loans acquisition over drafted.
  2. The clearance of cheque should be accelerated considerably.
  3. Bank staff should be monitored to ensure that they perform their expected duties judiciously.
  4. Statement of account should be communicated to customers more frequently to allow them know their financial standards and strength.

Finally the first bank of Nigeria Plc, Kaduna should endeavour to check periodically on evaluating customers satisfaction through suggestion box, occasional interview of customer by top officials of the bank through questionnaire face to face interview.

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