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

ABSTRACT  Due to the importance of customer’s 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 were analyzed 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.  

LIST OF TABLES  Table I:Response to the question; How is Union Bank of Nigeria Plc, Oko Branch rated by its customers and the general public in terms of profitability. Table II:Response to the question which of Union Bank of Nigeria customer service innovations are its customers aware of? Table III:Response to the question; How do they rate them via-a-vis their ability to engender customer satisfaction? Table IV:Response to the question; What perception do the customers of Union Bank of Nigeria Plc have of courteousness and friendliness of their staff at Oko branch.   Table V:Response to the question; What do the customers of Union Bank Plc, Oko fell about their speed of service?
LIST OF FIGURES  Figure Figure Figure Figure Figure Figure Figure     TABLE OF CONTENT Title pagei Approval ii Certification iii Dedicationiv Acknowledgementv Table of content viii Abstract vi
Chapter One 1.0Introduction1 1.1Background of study4 1.2Statement of the problem 5 1.3Purpose of the study6 1.4Hypothesis7 1.5Scope/Limitation of the study9 1.6Significance of the study10 1.7Definition of terms 11
Chapter Two Review of Related Literature15 2.0Introduction     15 2.1Budget15 2.2Budgeting 2.3Historical development pf budgeting 21 2.4Reasons for budgeting 23 2.5Types of budget29  2.6Variance Analysis 38 2.7Importance of Variance Analysis 38 2.8Controllable and uncontrollable cost44 2.9Responsibility accounting 44 2.10Budget Administration 45 2.11Budgetary Control46 2.12Objectives of Budgetary control47 2.13Basic requirements for a good Budgetary Control System 48
Chapter Three Research Methodology51 3.0Introduction 51 3.1Population of the study51 3.2Sample Size 52 3.3Sample method of data 52 3.4Sources of data collection53 3.5Administration and Retrieval of Questionnaire53 3.6Procedure used for data analysis 54
Chapter Four Presentation and data analysis 56 4.0Introduction56 4.1Presentation and Analysis 56
Chapter Five 5.0Introduction 75 5.1Summary of findings 75 5.2Conclusion 76 5.3Recommendation 77 5.4Suggestion for further research78 5.5Limitation of the study79 References81 Appendix A83 Appendix B84