An Evaluation Of Bank And Customer Relationship In Nigeria Banking Service

Project and Seminar Topics with material for Banking and Finance

An Evaluation Of Bank And Customer Relationship In Nigeria Banking Service

Chapter One


1.1 Background of the Study

Most times advert on our television, radio and bill boards by banks in the country have always tired to express how excellent and prompt their services are. In the adverts, they try to show the high quality of services provided to customers that patronize their own particular bank. By implication they try to iunform the public that they (bank) are capable of providing quickly prompt and courteous services of their customers.

Notwithstanding all these advertisement shown by the banking industry have been criticized by different segment of the society over the poor quality of services it lenders to customers.

Presently in some banks slow pace of work is still observed resulting in long queues even to obtain a cheque booklet is characterized by the come tomorrow, come next week syndrome, bank customers are still treated with laxity and in most times banks workers still exhibit poor attitude to work. The resultant effect of this nonchalant attitude to work, which is exchange of words between the bank staff and customers still obtains. The issue of difficulty in obtaining loan in our banks have persisted.

All these problems does augur well for bank/customer relationship especially in a developing economy like ours where banking habits have not been fully developed. Based on this, it become imperative for a study to be carried out with a view to found out what actually is the true position of the relationship between the bank and customers. Also with the recent development in financial sector, where customers patronage depend on how well a customer’s problem when the study is completed.

History of UBN Plc

Union bank of Nigerian plc was incorporated in 1969 as a wholly owned subsidiary of bardages bank international limited and renamed bardages bank of Nigeria limited, it’s ownership structure remained uncharged until 1971 where 8.33% of the banks share exchange. As a result of the Nigeria enterprises promotion decree 1972, the federal government of Nigeria acquired 51.67% of the bank shares which left bardays bank plc London with 40%.

In 1986, union bank of Nigeria plc become the first bank in Nigeria to achieve the N1 billion mark in savings deposits. Since then, its saving deposits have increased tremendously. Currently, the bank has one of the largest asset an deposit bases among nigeria’s financial institutions, totaling N275.2 billion and N204.4 billion for the last financial year ended march 31, 2002 respectively.

Also its gross earning stand at N3.19 billion, which a current core capital of N28.8 billion, representing an increase of 134 percent over the fighting for the preceding financial year. The bank remains one of the most capitalized financial institution in the sub-saharan region. Its share are also most sought after in the industry today.

Last October, it offered a right issue of 838.95 million ordinary shares of 50 kobo each as N1800 per share an oftar that reffed a total of N15.350 billion which transcends to an over supsription of N249 million approximately two percent above the initial target. This is a dear manifestation of the soundness of the bank and the high level of investors confidence.

Union bank of nigeria plc powerful position as one of nigeria leading banks is epitomized by its new headed office, which at 32 high, is the fewest and one of the grandest building on the west coast of Africa.

The bank’s board is led by the chairman, elder kalu uke kola, while the group managing directory Chief executive management team.

Union bank of nigeria plc offers an unrivalleged range of products to its clients. These can be produced in two categories.

  1. Generalized services: currently, savings and deposits accounts funds acceptance, credit currency domiciliation loans and over drafts.
  2. Tailor made services: equipment leasing commercial papers, bankers acceptance, credit information services trade enquires, import export documentation and finance.

Union of bank of nigeria plc has once again won the bank of the year award since its establishment in 1917 union bank of nigeria plc has been in the vanguard of economic development and growth of nigeria and this has won it may lantals for three consecutive years (2000, 2001,2002) if was renamed the number one bank in nigeria by the banker magazine, a sister publication of the influential financial times of London.

Union bank of nigeria plc over 313 branches including those of its subsidiaries, an off share branch in the city of London and representative office in Johnesburg, south Africa – the only Nigerian bank to have a presence there.

Union bank of nigeria plc is one of these core shareholders in a consortium of 39 banks that promotes the use of smart-cards in nigeria. With a 35% equity, the bank remains the largest shareholders of one of the most profitable discount houses in the country consolidated discounts limited.

Union bank of nigeria plc won the central bank of nigeria (CBN) best agric support bank award since its inception in 1993. CBN best state farmer of the year award since its inception in 1993, CBN best state farmer of the year award in 1995. It has also won the nigeria stock exchange presidents merit award more times than any other bank in the country.

Other awards by the bank are securities and exchange commission special award 2000 in recognition of the ban meritorious service and contribution to the development of the Nigerian capital market as registers and the aidor brand award 2001 the brand excellence award for the banking industry among others.

No bank can succeed in today’s economics work/without excellent information technology provision which include not onlu software but ensuring that employee are fully trained on all the bank system, union bank of nigeria plc is no exception. It has vigorously implemented flex solution. Flexacube-flexible comprehensive universal banking environment software, which is now used by at least 13 other banks in nigeria sure introducing owing real time. The bank has also placed 50 other locations on the VSAT-cable the wide area network.

With flecube as the backbone of its ITS system union banks of nigeria plc has introduced several electronic products these includes: union e- link, telephone banking, union value-card and automated teller machine (ATM).

Union bank of nigeria plc has developed into the largest financial supermarket with five subsidiaries including union home saving and loans limited, a mortgage outfit, union trustee limited, which undertakes transleeship and position and pension fund management union merchant bank limited a wholesale banking sub-sector, union store brokers, a stock broking firm and union assurance company limited which provides insurable services, each of them has stamped its foot in the relevant subsector.

1.2 Statement of the Problem

The main of any manager of a bank is to satisfy the need and desires of his customers and also to create to banking habit among the people with the environment. The customer relatives desk is the hear beat of any banking operations. Through efforts have been made towards achieving this objective, it has not been easy due to the following problems.

  1. Poor attitude to work by bank staff.
  2. Frauds perpetrating by both bank staff and customers
  3. Inadequate modern equipment such as computer.
  4. The problem of distress in the industry.
  5. Poor communication services, unreliable power supply and telecommunication system.
  6. Lack of adequate training on the part of the staff
  7. Lack of education and experienced staff

The poor relationship existing between the bank and its customers is usually attributed to these problems affects the bank customers relationship in a developing economy like nigeria.

1.3 Objectives of Study

The research tends to find out the true position of bank/customer relationship in respect of the services that bank render to their customers whether these services were cherished or not. Also services recommendations were equally made on what can be done within the banking industries to improve their services to customers.

This study has specifically the following objectives which the researcher wants to achieve.

  1. Generally one the object, educate and colligate on the relationship between bank customer.
  2. It also seeks the needs for cordial relationship between bank/customer especially in this complex society like our.
  3. To instill a high sense of openness, freedom and liberty among banks customers.
  4. The projects seek to advice policy makers especially in banking industry and the economy in nigeria on how to come up with comprehensive policy directive and planning.
  5. Finally, it seeks to re-oriantace people attitude and perception towards banking industry. It will help people to understand banking profession as a friendly organization.

1.4 Research Questions

The research questions which guide the study are:

  1. How does poor attitude to work by staff affect the bank/customer relationship?
  2. Is the prevalent communication network in union bank plc good enough to enhance customer/bank relationship in a developing economy?
  3. To what extent does frauds perpetrated by both staff and customers affect the bank and customers relationship.
  4. Does management encourage workers by conducting in house training on the part of their staff.
  5. How does lack of educated and inexperienced staff affects bank/customers relationship.

1.5 Research Hypotheses

Hypothesis One
  • H0: Poor attitude to work by staff affect the bank customer relationship in deceive has no friendly attitude between the bank and its customers.
  • H1: Poor attitude to work by staff do not affect the bank customer relationship in deceive has no friendly attitude between the bank and its customers.
Hypothesis Two
  • H0: the prevalent communication network in union banks plc is good enough to enhance bank/customer relationship in a developing economy.
  • H2: the prevalent communication network in union banks plc is not good enough to enhance bank/customer relationship in a developing economy.
Hypothesis Three
  • H0: Management encourages workers because there is poor in house training on the part of their staff.
  • H3: Management does not encourage workers because there is poor in house training on the part of their staff.
Hypothesis Four
  • H0: lack educated and inexperienced staff affected bank/customer relationship because it well lead to poor management which scares customer away.
  • H4: lack educated and inexperienced staff does not affect bank/customer relationship because it well lead to poor management which scares customer away.

1.6 Significance of Study

The study provides means of achieving lasting solution and problems that have prevented the harmonious bank and customer relationship various ways of providing better banking services and overall also be stressed finally, manager of banks will also learn how best to handle customer’s problems.

1.7 Scope of Study

The study discussed in detail the bank/customer relationship in respect of services banks render the cause of by queues and times wasted in a bid to obtain services, union bank of Nigeria plc okpara avenue Enugu branch.

1.9 Definition Of Terms

Some of the terms which the researcher used in this prefect are defined below.


Establishment for keeping money and valuables them safety, the money being paid out customers order ( by means of cheques).

Merchant Bank:

A bank whose business include receiving deposits on deposit account, provision of finance consultancy and advisory services relating to corporate and investment matters, making or managing investment on behalf of any person.

Community Bank:

A bank whose business is restricted to a specific geographical area in Nigeria.


Is a person who open account, cash or deposit cheques, do foreign transaction business make enquires other is reciprocal.


Continual and irreversible growth towards achieving full development.


Written order (usally on a printed form) to a bank to pay money and pay in cach.


Put or store for safe keeping example money, document, etc.

Chapter Five

Conclusion and Recommendations

5.1 Conclusion

The banking industry is a product of the society and therefore is being governed by the circumstances prevailing in such society. In Nigeria, all commercial banks are being regulated under the same legal code, while their operations are under the strict supervision of the Central Bank of Nigeria. Therefore, their customer relations activities, which form the nucleus of all banking activities, will not be different. However, the discrepancies noticed among the banks customer relations is neither a policy issue nor as a result of the old-new generation dichotomy but because of approach and semantics. They all virtually do the same thing, and this has little effect on the number of customers any bank has. However, the image each bank creates about itself and the interpretation of such by customers/the public has a larger implication on profit and patronage.

5.2 Recommendations

Following the analysis made, the literature reviewed and the results obtained, some recommendations were made.
First, a wider study covering more commercial banks should be carried out by future researchers. This will help to give more insight into the customer relations activities of banks in Nigeria.

Also, since all efforts to eliminate long queues in Nigerian banks have not yielded many results, it is recommended that banks employ more staffs as well as open more branches or expand the existing ones where necessary. Also, the daily withdrawal of the maximum of one hundred thousand naira (N 100,000) with ATM cards should be reviewed upwards so that the customers would have lesser transactions to make inside the banks. This is necessary because “the faster the customers get attended to, the more the customer” (Kasum& Olaniyi, 2006).

Although it is agreed among bankers that a thin line exists between old and new generation banks, old generation banks were found not to be giving adequate attention to customer complaints and efficient service delivery. An improvement in these areas is therefore advocated.

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