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

1. 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

1. 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.