THE IMPACT OF EFFICIENT SERVICE DELIVERY TO THE GROWTH AND PROFITABILITY OF BANKS (A CASE STUDY OF UBA PLC.)

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THE IMPACT OF EFFICIENT SERVICE DELIVERY TO THE GROWTH AND PROFITABILITY OF BANKS (A CASE STUDY OF UBA PLC.)

ABSTRACT

Service Delivery firms include every other profit making organization that offers varieties of services to the public with a view of maximizing wealth or profit. The extent of profit maximization or the elastic limit of wealth obtainable by these firms lay credents on the efficiency or the extent of customer relation maintain. I n other words, that rate of profitability index recorded by this service delivery industries is directly proportional to the quality and intensity of services and relationship established between them and their potential customers. This research investigation is aimed at exposing the impacts which efficient service Delivery policies or objectives plays to the rising of bank profitability, margins and wealth’s quotients . Service deliver industries include, Banks insurance companies. Stock exchange markets, finance houses, marketer, Accountants and their like but because of sudden rise of banking activities reality, the researcher decides to build renduts on Banking only the study a perfectly sub-divided into five main chapters, the first chapter brings the introduction, background of study, scope, limitation and definitions of critical terms of the study. While the second and third chapter brings to book, the literary review historical background, performance of banking industry and impacts of efficient service delivery together with the research design, methodology and method of data analysis. The last chapters five bring the summary Recommendation, Conclusion, Area of further researchers and some Bibliography.

TABLE OF CONTENTS

Title Page

Approval Page ii

Dedication iii

Acknowledgement iv

Abstract v

CHAPTER ONE

Introduction 1

1.1Background of the study 3

1.2 Statement of the problem 4

1.3 Objective of the study 6

1.4 Research questions 7

1.5 Significance of the study 8

1.6 Scope of the study 10

1.7 Limitation of the study 11

1.8 Definition of terms 11

CHAPTER TWO

Review of related literature 15

2.1 Historical Background of the study 18 2.2 Meaning and Definition of the study 19

Efficient service Delivery Versus

Bank Profitability 21

Brief profile of United Bank of Africa,

Case Study 22

Financial Reforms and Nigeria financial

system 23

The performance of the Nigerian

Banking industries 25

Impacts and Benefit of Efficient service

Delivery 29

Drawback and problems of Bank service 29

Recommendation on efficient service Delivery.33

CHAPTER THREE

Research design and methodology 36

3.1Introduction 36

Research design 36

Sources/ methods of Data Collection 36

Population and sample size 36

Sample technique 36

Validity and reliability off measuring

Instrument 39

Method of Data analysis 40

CHAPTER FOUR

Presentation any Analysis of data 41

4.1Introduction 41

4.2 Presentation of Data 41

4.3 Analysis of Data 45

4.4 Interpretation of results 45

CHAPTER FIVE

Summary, Conclusion and Recommendation 47

5.1 Introduction 47

5.2 Summary of findings 47

5.3 Conclusion 50

5.4 Recommendation 51

Bibliography 54

Appendix 55

CHAPTER ONE

INTRODUTION

The impact of efficient service delivery to the profitability of Bank and other related service industry can’t be re-emphases any Business organization whose work in voles doing something, some special and unique for customers but not production of goods is simply referred to as service delivery industry.

The globalization trend coupled with high growth of service industries in the industrial evolutions of 1970’s, increased competitions in the service industry including banks such that, the lower the quality of service rendered, the lower the customers calling and the higher the efficient of service rendered, the higher the profitability, wealth and total number of customers calling on daily or weekly basis.

However, in recent times, there has been accelerated growth in the size of banking industry despite the recapitalization of which some Bank like all state trust Bank, Hallmark Bank, Union Bank. Etc. has been driven from the market due to their inability to meet up with the #25Billion capital legal requirement base of the central Bank of Nigeria.

This research was consciously segregated in to five chapters. The introduction of the study, Background of the study, Scope of the study, Limitations and Defination of terms were all review at the first chapter of this study. While the review of related literature, Historical background of the study, performance of banking sector, working capital management, profitability verses risk trade off and the impact of efficient service Delivery of Banks were equally renewed at chapter two. On the third and fourth chapter of the study, welcomes the research design, research methodology, Method of Data analysis, presentation of Data analysis of data and interpretation of findings or result. The last chapter of this study focused on the summary of findings, conclusion, recommendation, area for further research and reference from which both secondary and primary information came from.

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