ABSTRACT
(COMPUTERIZATION OF CUSTOMER
SERVICES IN NIGERIAN BANKS).
This
write up is an attempt to throw more
light on the computerization of customers services in Nigeria banks have been poor this is because customers claim that the bank services is slow and their time is mostly wasted. But on the side of
the bank. They have to ensure that the transaction are properly recorded with
the sole purpose of having a satisfactory record to dis-aviod
misappropriation and frond be some
disgruntled elements.
This
is the basis function of any bank but
unfortunately this function seems to cause most of the banks inability to meet
customers demand with the computer being the fastest mode of data processing,
Nigerian bank has how employed the use of computation customer services, which
has proven to improve their performance. In view of this research project to
analyze the use of computer in customers services in Nigerian banks with the
main purpose of identifying problems, advantages, disadvantages and also
suggesting variable ways of enhancing good or better customers services in
Nigerian Banks talking about the United
Bank for Africa as a case study.
TABLE OF CONTENT
Title
page “ “ “ “ “ “ “ “ “ i
Declaration “ “ “ “ “ “ “ “ “ ii
Approval “ “ “ “ “ “ “ “ “ iii
Dedication “ “ “ “ “ “ “ “ “ iii
Acknowledgement “ “ “ “ “ “ “ “ iv
Abstract “ “ “ “ “ “ “ “ “ vi
Table
of content “ “ “ “ “ “ “ “ vii
CHAPTER ONE
1.1 General Background of the study “ “ “ “ 1
1.2 problem statement “ “ “ “ “ “ 3
1.3 Aims and Objectives of the study “ “ “ “ 3
1.4 Significance of the study “ “ “ “ “ “ 5
1.5 Hypothesis of the study “ “ “ “ “ “ 6
1.6 Scope of the study “ “ “ “ “ “ 7
1.7 Summary “ “ “ “ “ “ “ “ 7
CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction “ “ “ “ “ “ “
8
2.2 History of computers “ “ “ “ “ “ 11
2.3 classification of computers “ “ “ “ “ 13
2.4 classification of type “ “ “ “ “ “ 13
2.5 classification by purpose “ “ “ “ “ 14
2.6 classifications by the age of technology “ “ “ 14
2.7 Advantages of computer in banks “ “ “ “ 16
2.8 operation of United bank for Africa Plc “ “ “ 18
2.9 Control in EDP system ‘ ‘ “ “ “ “ 20
2.10 Summary “ “ “ “ “ “ “ “ 22
CHAPTER THREE
3.0 Research Methodology “ “ “ “ “ “ 24
3.1
Introduction “ “ “ “ “ “ “ “ 24
3.2
Description of population “ “ “ “ “
25
3.3
sample of the
study “ “ “ “ “ “ “ 26
3.4
instrument used “ “ “ “ “ “ “ “ 28
3.5
Data gathering procedures “ “ “ “ “ 29
3.6
Data analytical procedures “ “ “ “ “ 30
CHAPTER FOUR
4.1 Introduction “ “ “ “ “ “ “ “ 31
4.2 Presentation of personal interview data “ “ “ 32
4.3 entries posting “ “ “ “ “ “ “ 37
4.4 Summary “ “ “ “ “ “ “ “ 41
CHAPTER FIVE
SUMMARY, CONCLUSION AND
RECOMMENDATION
5.1
Summary “ “ “ “ “ “ “ “ 42
5.2
Conclusion “ “ “ “ “ “ “ “ 45
5.3
Recommendation “ “ “ “ “ “ “ 46
Bibliography “ “ “ “ “ “ “ 48
Appendix ‘ “ “ “ “ “ “ “ 49
CHAPTER ONE
INTRODUCTION
1.1 GENERAL
BACKGROUND OF THE STUDY
The United bank for
African plc has it’s antecedents rooted in that of its processor. British and
French bank limited. The British and French bank Limited itself, metamorphosed
from Banque National Pource commerce et al industries of paris
(establish in 1952) Massrs E.G. Humgerbulher and C.H. Baker arrived in Nigeria
in the early 1949 from BNCL, Paris.
But men made the
British and French bank, Mr. Hungenblulen left shortly after the bank was
established while Mr. Baker stayed back for few years as aim officer. Another
big influences are the establishment of the bank was Mr. Herte Wroche. He was
the head of the international division at BNCI and contributed immensely to the
rapid growth of the new bank. In May, 1949, the British and French Bank began,
operation in Nigeria, at
117, broad Lagos,
which today house apart of the kin’s way stocks complete. The bank occupied a
floor of the building at the function of
Danies and Broad street,
the Bank official opened to business in
December 1949 with a staff strength of about 12.
The bank when public
under French man who was seconded from BNCI Paris in 1960 in accordance with
the policy and intention of the French owns of the bank to sell of some of its
shares to Nigerians. On February 23 196, the United Bank for Africa Plc was incorporated
to takeover the asset and liabilities of the British and French bank. The
official opening of the bank for business under the new name was on October 3rd
1961. Its registered office was at 129129 broad street, Lagos
with it
establishment UBA became the
first Bank among the international banks
operating in Nigeria at the to be registered under the Nigerian law.
Its paid up capital
was over four million the following banking were.
–
British
and French bank
–
Bank
Nazi onaledell laurro of Italy
–
Moute Dei Paschi desiena of Italy
–
Banks
Trust of New York, USA
–
Amsterdam
Rottedam Bank of Holland
By 1961 the bank
had grown from the its one office
structure to 10 Branches located in
Lagos, Kano, Kaduna and Porthacourt from that time the bank starts to grow
strength to strength. Today UBA Plc has
over two hundred and fifty branches
spread across the country with experience staff posted to every
branch. It has a string capital base and rated as third strength. Bank
in the country interms of capital base and asset
1.2 PROBLEM STATEMENT
Findings and research
about this research project problem is critical and serious in banks because of
the increase of employment of unqualified staff and poor service render to
customers in banking industries over the years (1998-2002) appears to indicate
unambiguously the lack of
computerization of customers services in the banking industry is the main cause of those defects
Low productivity
among the commercial banks are also cause by lack of computerization of
customer service of bank and are hardly solved without the use of computers in the banking industries.
1.3 AIMS AND OBJECTIVESOF THE STUDY
Generally, before any
research is carried out there most be an aim to that exercise this are the aims:
–
Analyzing
the role of computer in the activities of the bank as its effect on
customer services.
–
To
relate the role to its practical application in united bank for Africa UBA Plc
–
To
demonstrate the need for computerized customer services in UBA Plc
–
To
appraise the future and or bankers of computer as it affects customer service
in banks (if any)
–
To
offer suggestion where possible to some problem faced and to recommend to users
certain producer that will enhance the achievement of effective and efficient
computerized customers services in UBA Plc.
–
To
contribute to knowledge generally.
1.4 SIGNIFICANCE OF THE STUDY
The significance of
the study is that the customers and staff of UBA Plc in particular and the
public in general will be able to know the importance attached to the use of
computer in the banking industries with special reference to UBA Plc Kaduna
main branch.
They will also be
able to know how efficiency affects the customers of the bank.
At the end of this
research work, the researcher’s knowledge will also increase as to the use
computer in UBA Plc and the advantage attached to it.
1.5 HYPOTHESIS OF THE STUDY
Hypothesis is a guess
of specific expectation about the nature of things derived from problem, it is
a tentative and testable explanation usually in declaration from the
relationship between variable either general or specific.
Alternative: The
computerization of customers services is UBA Plc Kaduna main Branch has no
effect to customers.
Null: the presence of
computer in UBA Plc Kaduna Branch has greatly enhance the reliability and
attentiveness of services rendered to customers”
These are assumptions
that this research work is to confirm true or otherwise.
1.6 SCOPE OF THE STUDY
The focus of
the research work covers computerized customers services in UBA Plc, Kaduna
Branch as a case study. The study is therefore limited to the Kaduna main branch of UBA Plc only. It will
not extend to other branch within KadunaState and it is also from 2003 to 2007.
1.7 SUMMARY
In view with the
significance of the introduction of computer
to banking sector, the customers and staff of United sector, the
customers and staff of United bank for African Plc in particular and the public
in general will be able to know the importance attached to the introduction of
computer.
And also the researcher of this project
work will also increase in knowledge about computer and advantage
attached to it.