Customer Services in Financial Institutions, A Step Towards Improving Profitability (A Case Study of Union Bank Plc, Oko)

Description

– Customer Services in Financial Institutions, A Step Towards Improving Profitability (A Case Study of Union Bank Plc, Oko) –

Download Customer Services in Financial Institutions, A Step Towards Improving Profitability (A Case Study of Union Bank Plc, Oko). Marketing students who are writing their projects can get this material to aid their research work.

Abstract

Due to the importance of customers 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 was analysis 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.

Introduction

The topic of this research work is of course, customer services in the financial institutions, a step towards improving profitability (a case study of Union Bank Plc Oko).

Woodruff (1997) defines profitability as the ability of an investment or a company to make a profit after costs. Overhead, etc. profit on the other hand, is the difference between the income of the business and all its costs and expenses over a period of time.

Shaw (1990) defines a service as a performance that delivers some combination of benefit to the customer.

Union Bank of Nigeria Plc, a bank established in 1917, as Bank of Colonial Africa, increased its profits after tax from 5.035 billion in 2001 to 9.375 billion naira in 2005.

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