The Impact Of Efficient Service Delivery To The Growth And Profitability Of Banks (A Case Study Of Eco Bank)

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Project and Seminar material for Accountancy

Project and Seminar material for Accountancy


First of all, I dedicate this work to the Almighty God for His infinite mercy to the possibility of this project and for
His guidance and protection towards me during this my academic pursuit.

I also dedicate this work to my lovely parents Mr. & Mrs. B.C.N. Duru for the financial support and encouragement to ensuring that I have a sound academic up bring in life.


How does a person say thank you when there are so many people to thank? Obviously, this project is a thank you to all those that have directly or indirectly contributed to my academic pursuit.

Firstly, my appreciation goes to my supervisor Mrs. Emeh Yadirichukwu, H O D and all lecturers in Accountancy Department for the knowledge so far impacted on us as their students.

Moreover, I owe a lot of gratitude to my beloved Brothers and Sisters Emmanuel, Blessing, Queen, Prince, Loveday and my entire Family, for their prayers, financial, moral, Spiritual supports and training. Thank you so much
I will not fail to mention some of my friends Ezinne, Josephine, and well wishers for being there always for me.

Also acknowledge are all my course mates, I say may God in his loving Kindness bless you in abundance, Amen
I also wish to express my deepest gratitude to Chikodi Ebere, for his supports.


Service Delivery firms include every other profit making organization that offers varieties of services to the public with a view of maximizing wealth or profit. The extent of profit maximization or the elastic limit of wealth obtainable by these firms lay credents on the efficiency or the extent of customer relation maintain.

In other words, that rate of profitability index recorded by this service delivery industries is directly proportional to the quality and intensity of services and relationship established between them and their potential customers. This research investigation is aimed at exposing the impacts which efficient service Delivery policies or objectives plays to the rising of bank profitability, margins and wealth’s quotients.

Service deliver industries include, Banks insurance companies. Stock exchange markets, finance houses, marketer, Accountants and their like but because of sudden rise of banking activities reality, the researcher decides to build renduts on Banking only the study a perfectly sub-divided into five main chapters, the first chapter brings the introduction, background of study, scope, limitation and definitions of critical terms of the study. While the second and third chapter brings to book, the literary review historical background, performance of banking industry and impacts of efficient service delivery together with the research design, methodology and method of data analysis. The last chapters five bring the summary Recommendation, Conclusion, Area of further researchers and some Bibliography.

Table Of Contents

  • Title Page
  • Approval Page ii
  • Dedication iii
  • Acknowledgement iv
  • Abstract v

Chapter One

  • Introduction 1
  • 1.1 Background of the study 3
  • 1.2 Statement of the problem 4
  • 1.3 Objective of the study 6
  • 1.4 Research questions 7
  • 1.5 Significance of the study 8
  • 1.6 Scope of the study 10
  • 1.7 Limitation of the study 11
  • 1.8 Definition of terms 11

Chapter Two

  • Review of related literature 15
  • 2.1 Historical Background of the study 18
  • 2.2 Meaning and Definition of the study 19
  • 2.3 Efficient service Delivery Versus Bank Profitability 21
  • 2.4 Brief profile of United Bank of Africa, Case Study 22
  • 2.5 Financial Reforms and Nigeria financial system 23
  • 2.6 The performance of the Nigerian Banking industries 25
  • 2.7 Impacts and Benefit of Efficient service Delivery 29
  • 2.8 Drawback and problems of Bank service 29
  • 2.9 Recommendation on efficient service Delivery 33

Chapter Three

  • 3.0 Research design and methodology 36
  • 3.1 Introduction 36
  • 3.2 Research design 36
  • 3.3 Sources / methods of Data Collection 36
  • 3.4 Population and sample size 36
  • 3.5 Sample technique 36
  • 3.6 Validity and reliability off measuring Instrument 39
  • 3.7 Method of Data analysis 40

Chapter Four

  • 4.0 Presentation any Analysis of data 41
  • 4.1 Introduction 41
  • 4.2 Presentation of Data 41
  • 4.3 Analysis of Data 45
  • 4.4 Interpretation of results 45

Chapter Five

  • 5.0 Summary, Conclusion and Recommendation 47
  • 5.1 Introduction 47
  • 5.2 Summary of findings 47
  • 5.3 Conclusion 50
  • 5.4 Recommendation 51
  • Bibliography 54
  • Appendix 55

Chapter One

1.0 Introduction

The impact of efficient service delivery to the profitability of Bank and other related service industry can’t be re-emphases any Business organization whose work in voles doing something, some special and unique for customers but not production of goods is simply referred to as service delivery industry.

The globalization trend coupled with high growth of service industries in the industrial evolutions of 1970’s, increased competitions in the service industry including banks such that, the lower the quality of service rendered, the lower the customers calling and the higher the efficient of service rendered, the higher the profitability, wealth and total number of customers calling on daily or weekly basis.

However, in recent times, there has been accelerated growth in the size of banking industry despite the recapitalization of which some Bank like all state trust Bank, Hallmark Bank, Union Bank. Etc. has been driven from the market due to their inability to meet up with the #25Billion capital legal requirement base of the central Bank of Nigeria.

This research was consciously segregated in to five chapters. The introduction of the study, Background of the study, Scope of the study, Limitations and Defination of terms were all review at the first chapter of this study. While the review of related literature, Historcial background of the study, performance of banking sector, working capital management, profitability verses risk trade off and the impact of efficient service Delivery of Banks were equally renewed at chapter two. On the third and fourth chapter of the study, welcomes the research design, research methodology, Method of Data analysis, presentation of Data analysis of data and interpretation of findings or result. The last chapter of this study focused on the summary of findings, conclusion, recommendation, area for further research and reference from which both secondary and primary information came from.

1.1 Background Of The Study

The development of modern Banking service should be credited to the great expansion in industry and commerce which has taken place since the industrial revolution. At the time when there was small business transaction and proprietors took active part in the management of their business transactions. It was perhaps felt, that there was little or need for efficient service delivery due customers are always there for the Banks.

But as Business transaction increased and investment in banking industry came into existence, where shareholders are not the managers of their capital, the need for the manager to account to the shareholders become the need for Banks to strive in order to see above the stiff competitions. The shareholder and managers of banking industries therefore require every marketing researcher cum strategies necessary to increase service quotience which could in return contribute in raising its general profitability index.

The government as a controlling agent of all economic activities in the country also has to make provisions for the accounts for the account of these banks to be examined and service efficiency recorded. Now in obsession there is this lingering case of incompatibility which arqes so much on the obnoxious facts that industry depends largely on the efficiency of service rendered to its actual and potential customers or depositors.

1.2 Statement Of The Problem

Since the nature of Banking service are critical and complex as it involves high rate of specialization. The research discovered the following nagging problem as militating factors which its solutions contributes positively to the services of the study.

Some service Delivery and Goodwill are invisible and intangible Assets how to measure and determine its efficiently is yet another problem of this research study.

The best accounting system to apply by Banks in order to accurate capture the current financial position which includes its Assets and liabilities.

How to apply adequate marketing strategies and such tools like, promotion, Advertising and bonus to perfect service Delivery mechanisms.

Not considering the consumerism principle which focused on the kingship and sovereignty of consumers cum their satisfactions

Inability of bonus to apply marketing concepts which insist that firm should first identify the need of consumers and channel their strength and creative browses towards meeting their needs.

The problem of effective management of the firm working capital to avoid failing to meet its financial obligations as at when due or rather went into liquidation and Bankruptcy.

1.3 Objective Of The Study

The following include the fundamental objective on which this research study is based upon.

  1. To examine the impacts of efficient service Delivery to the growth and profitability of the Banking industry.
  2. To find out if lack of effective service Delivery policies could really contribute to liquidation and down trodden of Banks
  3. To initiate powerful and workable service orientation objectives that will educate bank staffs on treatment of customers.
  4. To expose all the in comprising and in separately role played by service efficiency in recording high profitability.

1.4 Research Questions

The following questions are considered quite adequate as regards to its relevance to the service of this project, this is owing to the fact that, a perfect solution to these questions would imperably go ahead way to case binaries on all and Sunday

  1. What is this service Delivery all about and how can it impact positively to Banks high profitability index?
  2. How can service Delivery and Goodwill of Banks be measure and estimated despite their intangibility nature?
  3. What kind of accounting system is considered best to be applicable in united Banks for accurate accounting/Bookkeeping?
  4. Do marketing strategies and Advertisement play any role in the achievements of banks efficient service delivery policies?
  5. Has proper education of banking staffs on the need for consumer sovereignty any role to play in this respect?
  6. Has effective management of the Banking activities and working capital any role to play to culture service delivery efficiency any high profitability index?
  7. What recommendatory steps and policies must Banks follow in order to arriver at high profitability and service Delivery?
  8. Are there any other short cuts to achieving high profits and maximizations of banks wealth without effective service Delivery?
  9. Have legal regulations competition and central Bank monetary policies any role to play in Banks profitability?

1.5 Significance Of The Study

The qualitative research study is of great relevance to both potential and actual bankers. The finding of this study among other to enable Banks builds adequate and efficient service delivery policies that will positively contribute to its high profitability index.

Also the findings will contribute even in small dimension to the pool of banking knowledge and further increase the awareness in service rendering policies.

The nonchalant attitudes of banking staffs was equally considered as some of the reasons responsible for banks how profitability index and service delivery. It is equally expected of this research to greatly aid and inversely assist the top managements of Banking. Organizations in forming or rather, drafting service delivery policies that would stand the taste of stiff competitions and equally contribute positively in rising their profit merging.

Lastly, this study is expected also expected to cud researchers, educationist, governmental and other forms of organization that might equally desires to improve their service delivery quotient in one way or the other.

1.6 Scope Of The Study

This equalities and educative research study is to a reasonable extent limited to the impacts of efficient service Delivery to the growth and profitability of Banks.

By Jurisdiction rights and ceramic justice this study was supposed to cover all the service rendering industries of this federation consequent upon certain stoppages on side of the school management and the researcher respectively, its elastic limit was built on the banking industries alone.

The reason for this limited scope is not far fetched as the researcher was moved by the deteriorating trend of services rendered by most banks in divers, vise-visa, the large queue in banks, complains and sudden reduction of customers.

1.7 Limitation Of The Study

Sucks is never an accidental discharge but a passion submitted by so many great mountains, wall and barriers. So many drawbacks limitations, hindrances and of cause barriers militated against the posterities and out come of this all comprehensive and in comprising, quantitative exercise, the following include some fundamental stoppages recorded.

1.8 Definition Of Terms


This refers to the powerful, positive effect or advantage one has over the other.
It could equally be seen as an advantage or merits that passed from one party to the other just freely.


This is the quality of doing something well and perfectly in order without waste of assets, materials and resources.
It equally implies carrying out ones responsibility thoroughly with no waste of time, energy and resources.


This implies, producing the most wasted and desired result which is of course quite successful and speeded.
It many equally be viewed to mean the achievement of the goals and long waiting objective and mission policies of an organization.


This is a place where money, cash and other relevant valuables are kept and store. They include that financial institution which collects cash deposits, saves it and issues out the customers at demands.


To provide something unique and so special which the public or other organizations need disparately.
It could be a business whose work is doing something for it customers at an agree payment in compensation.


By this, we mean the proposed income and net profit of a given organization over a defined period of time.
It could be equally seen as a desired margin or standard set by the management of a given entity to be achieved before the end of each accounting year.


This is the quality or state of preserving the economic activities and respective sectors to sustain and maintain the profitability or otherwise accruable in a particular government.


This is the inability of banks to meet up with its current financial obligations to both creditors and shareholder as at when due.


This is a technique tool used to make banks stronger by strategizing out new formulars and ways of tackling its nagging problems as it relates to customer relation.

Exchange Rate:

This is the price at which a country’s currency substitutes or changes in the other and likewise that of other countries of the world.


By this we mean, the persistence removal of unnecessary laws rules regulations, enactments and control in the entire industry in order to pave way for more competition and enhancement of good profitability index.


This could be viewed to mean, powers or measures given to the banks when considered adequate to avoid a foreseeable loss or liquidation.

I bet you, the complete material is fully loaded. This is just an excerpt. The Material is in MS-Word Format which you can easily edit and is comprehensive for a complete research work for this topic

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How to nail it on the head during your project defence

You are through with writing that project. Now what?

You have found yourself at that point where you have to defend what you have written. Of course you have to stand in front of your supervisor and other literary personalities to prove that you know what you wrote in your project paper. Unfortunately, the more you think about it, the more it looks like you are about to face a legion. It is not a war. But the emotion of dread welling up inside of you makes it look like one. So now you are asking yourself questions.

  • How am I going to start?
  • I hope I will do well enough to get an A.

You really want to nail it, but you need to come to terms with exactly how to get everything in perfect control. Especially your emotions of fear that seem to make a wreck of you every time you think about public speaking.
So here is the deal. I want to help you avoid that feeling that would ruin your precious moment if you dare to let it. And we are going to do it together.

I am going to highlight some very important tips to help you get in control for you to be comfortable enough to move from that feeling of DREAD to CONFIDENT; and making an awesome Impression for that great rating your supervisors should be giving to you so freely.

Consider these tips as you prepare for your defence. We will be taking them one after the other so here we go.

Watch Your Body Language And Keep It Confident:

Can you tell that a person is falling apart if they look confident? … If I can second guess you rightly, am sure you answered no to that question. Remind yourself that you need to come out that way. Now this might seem like a huge big deal when you are dealing with the foreboding. Maintaining a poise of confidence is very important. So find your most comfortable position, sitting or standing and draw up your body. You must exude confidence. It is something you need to do for yourself. People can only see what you allow your body language to show. So you must endeavour to put that out. Remember the story of David and Goliath? … At the end of your defence day, you want to be David.

Dress In Your Most Comfortable And Impressive:

Am sure this one is a no brainer. However I must highlight that you choose comfortable pieces. You don’t want to look so good and yet look like you were forced to wear something that does not belong to you. It’s great to ensure that as impressive as your clothes are on you, that they are also very comfortable.

Speak With Authority:

Going hand to hand with that aura of confidence is your most powerful asset:your words. If you look that confident, your words must not come out like whimpers. To be able to pull this off, you definitely need to speak as deliberately as possible in expressing yourself. Let them also hear what they see.

Use, Your Gestures:

I have often found this to come to my rescue in dealing with shyness and conveying my confidence. Usually it gives you an edge to also drive home your point. You must, however, ensure that you do not over use it. It doesn’t mean that your hands should be flying all over the place. That would be absolutely unnecessary. If you do this well, after a while you will realize that you are not as self-conscious as you used to be at the very start. For most situations, it would have completely disappeared altogether; leaving a really confident you talking.

Have A Good Opening And Closing Line:

Make sure you have perfected a good opening line. You should also be armed with a good closing line too. Try and rehearse it to a friend. If for the first time you presented it, your friend does not say “wow, that’s beautiful” or something like that; just know you need to keep refining it until you get the perfect line. Both opening and closing lines will go a long way in how impressed your panel gets to rate you high.

Make Sure You Know Your Work:

Certainly you should understand how important it is to know your own work from start to finish. Not having in-depth knowledge of your own work is tantamount to a suicide mission. Why should you kill yourself?
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Prepare For The Questions:

Now this part is truly essential. You must be sure you do not floor all the good work you did on your presentation by not answering correctly. You must pay attention to the questions you are asked to be sure you will give the right answer. Many people get it wrong at this stage and spoil their good presentation. When you do not understand any question do endeavour to ask the person to expatiate what they mean before you answer.

These tips are by no means exhaustive, but applying these tips will give you some necessary advantage you need for a great outcome. Of course that outcome would mean that you eventually earn all your points on this project.



Samuel Obiora Blessed is the CEO and founder of a.k.a Nigeria Students Media, the youngest engineering graduate of Federal Polytechnic Nekede in 2017 and the engine brain behind this great platform. He is the man behind the scene, filled with many potentials. A musician as well as a developer with the interest of Nigeria students at heart. If you need a professional website, contact him via WhatsApp or phone call @ 08143831497 to get the best.

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