THE IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANKS ON EFFICIENT CUSTOMER SERVICE IN NIGERIA

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ABSTRACT

This research is a study aimed at finding the main causes of customers of commercial banks to be prompt wherever they are in their current or saving accounts or withdrawing cash from their savings account balances or cash cheque in their current account balance.

Consequent upon this, it will determine the impact balance of the organizational structure of commercial banks on efficient customer services.

In other words, this pieces of research work goes to determine whether the organizational structure of commercial banks service in Nigeria especially First Bank (Nig) Plc.

This research was restricted to (4) four branches each in three states Lagos

Both interview and questionnaires, method of data gathering were used. This categories of sample were used in this exercise namely customers clerical staff and the management staff in determine the promptness of first bank (Nig) plc to the customers. The three categories of sample contributed in determining how to solve problems of delay if any.

TABLE OF CONTENT

Title Page

Undertaking

Approval Page

Dedication

Acknowledgement

Abstract

Table of content

CHAPTER ONE:

INTRODUCTION

1.1 Background Of The Study

1.2 Statement Of Problem

1.3 Objective Of The Study

1.4 Research Question

1.5 Statement Of Hypothesis

1.6 Significance Of The Study

1.7 Scope And Limitation

1.8 Definition Of Terms

Reference

CHAPTER TWO:

LITERATURE REVIEW

2.1 Definition And Scope Of Organizational Structure

2.2 The Organization Structure Of First Bank Plc

2.3 Explanation Of The Organizational Cart

2.4 Functions Of Different Department In The Head Office

2.5 Service Rendered To Customers

Reference

CHAPTER THREE:

RESEARCH DESIGN AND METHODOLOGY

3.1 Sources Of Data

3.2 Interview Question

3.3 Research Population

3.4 Method Of Sampling

3.5 Tools Of The Analysis

Reference

CHAPTER FOUR:

PRESENTATION ANALYSIS AND INTERPRETATION OF DATA

4.1 Data Presentation And Analysis

Reference

CHAPTER FIVE

Findings conclusions and recommendations

5.1 Findings

5.2 Conclusions

5.3 Recommendations

Bibliography

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THE IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANKS ON EFFICIENT CUSTOMER SERVICE IN NIGERIA

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