THE EFFECT OF QUALITY SERVICE DELIVERY ON CUSTOMERS PATRONAGE

ABSTRACT 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----------i Declaration----------ii Approval page---------iii Dedication ---------iv Acknowledgment ---------v Abstract ----------vii Table of contents---------viii
CHAPTER ONE Introduction 1.0Background of the study-------1 1.1Statement of General Problems------4 1.2Objectives of the study-------4 1.3Research Question-------5 1.4Significance of the Study-------5 1.5Scope of the study--------6 1.6Limitation of the study-------6 1.7Definition of Terms--------7   CHAPTER TWO Literature Review 2.0Introduction--------9 2.1bankers and Customer Relationship-----16 2.2The Cashier and the Customer ------17 23The Banker and Customer Legal Relation----19 2.4Types of Customers --------20 2.5Duties and Responsibilities of Bankers -----22 2.6Duty of Secrecy --------23 2.7Standard of Service --------26
CHAPTER THREE  Research Methodology 3.0Introduction ---------28 3.1Area of study --------28 3.2Research design--------28 3.3Population of the study -------31 3.4Sample size and Sampling Techniques-----32 3.5Data Collection instruments ------32 3.6Administration of research instrument----34 3.7Techniques of data Analysis ------34
CHAPTER FOUR  Presentation and Analysis of Data  4.0Introduction--------36 4.1Characteristic of the Respondents ------36 4.2Presentation of Data and Analysis------40 4.3Summary of findings -------43 4.4Discussion of Findings -------43
CHAPTER FIVE  Summary, conclusion and Recommendations 5.1Summary--------45 5.2Conclusion--------46 5.3Recommendations-------47 Reference/Bibliography