CONTACT US MARKETING CONCEPT, ITS APPLICATION BY FINANCIAL SERVICE INDUSTRIES (A CASE STUDY OF BROAD BANK NIGERIA LIMITED)

CONTACT US MARKETING CONCEPT, ITS APPLICATION BY FINANCIAL SERVICE INDUSTRIES (A CASE STUDY OF BROAD BANK NIGERIA LIMITED)

ABSTRACT

This study was motivated by the need to establish whether Broad Bank implement or practice the marketing concept.  The customers and personnel of Bank surveyed in the study.

The research instrument used for data collection were mainly questionnaires and interview guide.  Data collected were organized and analysed by putting them into tables, frequencies and percentages.  The research questions were answered based on the data in the table.

Data analysis and interpretation produced the following findings.

1.           Bank personnel do not reflect implementation of marketing concept in their behaviour towards customers.

2.           Customers spend too much time to make withdrawals or deposits.

3.           Customers are subjected to discomfort and hardship in marking withdrawals or deposits.

4.           Computerization in the banks is still not working effectively.

5.           The quality of services given to customers is not satisfactory.

Based on the findings, the following recommendations are put forward to improve on the quality of bank services.

1.           Organizing workshops and seminar to enlighten and up date personnel knowledge and still on customer service delivery.

2.           Installing new generation computers for improved services.

3.           Using research to monitor customers’ satisfaction or dissatisfaction and taking remedial action.

4.           Attending to customers’ problems or complaints satisfactorily and promptly.

5.           Monitoring staff to ensure that they actually implement the marketing concept.

6.           Ensuring and maintaining quick service delivery.

The conclusion of the study is that implementation of the marketing concept in Broad Bank is still not satisfactory but the above recommendations can be used to improve on the level or quality of services given to customers.

TABLE OF CONTENTS

CHAPTER ONE

INTRODUCTION

1.1     Background of the Study

1.2     Statement of the Problems

1.3     Objectives of the Study

1.4     Formulation of Hypothesis

1.5     Significance of the study

1.6     Scope and Delimitation of the study

1.7     Limitations of the study

          References

CHAPTER TWO

LITERATURE REVIEW

2.0     The meaning of Marketing Concept

2.1     Evolution of the Marketing Concept

2.2     Importance of the Marketing Concept

2.3     Recognition of Need for the practice of Marketing

          Concept in Banks

2.4     Lapses Existing in the Marketing of Banking

          Service in Nigeria

2.5        Application of Marketing Concept in Financial

Service Industries

          References

CHAPTER THREE

3.0     RESEARCH METHODOLOGY

3.1     Population of the Study

3.2     Sources of Data

3.3     Primary Data

3.4     Secondary Data

3.5     Determination of Sample

3.6     Method of Questionnaire Distribution

3.7     Description of Data Analysis Tools

          for Testing Hypothesis

          References

CHAPTER FOUR

4.1     PRESENTATION, ANALYSIS AND INTERPRETATION

          OF DATA

4.2     Test of Hypotheses

References

CHAPTER FIVE

5.0     SUMMARY OF FINDINGS RECOMMENDATION

          AND CONCLUSION

5.1     Summary of Findings

5.2     Recommendation

5.3     Conclusion

BIBLIOGRAPHY

APPENDIXES

CHAPTER ONE

INTRODUCTION

1.1    BACKGROUND TO THE STUDY

The marketing concept is an important management philosophy used in t he operation of business today.  But before this concept came to be accepted, there were other business philosophies such as the production and selling concepts.  However with the change of circumstances and prevailing competition in the business world the marketing concept emerged and came into focus.

CONTACT US MARKETING CONCEPT, ITS APPLICATION BY FINANCIAL SERVICE INDUSTRIES (A CASE STUDY OF BROAD BANK NIGERIA LIMITED)