THE IMPACT TOTAL QUALITY MANAGEMENT (TQM) ON CORPORATE PRODUCTIVITY (A CASE STUDY OF DIAMOND BANK , OSOGBO , OSUN STATE)

ABSTRACT   

Several years of military misrule and mismanagement had weakened the economic management processes and institutions in Nigeria. There was no transparency and accountability in government (Public Sector) and private sectors and Nigeria became notorious for endemic corruption. The result was the inability of government to deliver corruption. Most private companies both in the oil and non-oil sector have constantly evade taxes and have collide with officials to evade custom duties and payment of taxes. In addition, widespread perpetration of economic and financial crime banking fraud and fraud (419), money laundering, cyber crime, banking fraud and endemic corruption have had severe negative consequences on Nigeria. Consequently, the Economic and Financial Crimes Commission (EFCC) was established as one of the mechanisms for the prevention, investigation and prosecution of corrupt practices and economic and financial crimes in the public and the private sector. Finally, this research work is aimed at looking into the various contributions of the Economic and Financial Crimes Commission (EFCC) in promoting financial accountability and transparency. To achieve this aim five research questions were developed. The study adopted the survey research approach using the three study areas. The EFCC Lagos, EFCC Enugu ad PHCN formed the population of the study. A sample size of 55 was choosing using Taro Yamane’s model while simple random techniques were used to select the sample. Data retrieved from 55 completed questionnaires were subsequently  presented in tables while simple percentage were used to analyze and answer the research questions formulated to guide the research work. After the analysis of data, the hypothesis tested reviewed that the contributions of EFCC has effectively promoted financial accountability and transparency in Nigeria. Therefore, the researcher recommends the following: developing an intensified information technology, staff training, capacity building and health care fraud control.   

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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TABLE OF CONTENTS

     PAGE

Title                                                                                                                             i

Certification                                                                                                                ii

Dedication                                                                                                                  iii

Acknowledgement                                                                                                      iv

Abstract                                                                                                                      v

Table of contents                                                                                                        vi – vii

 

CHAPTER ONE

1.0       Introduction                                                                                                    1

1.1       Background to the Study                                                                               1

1.2       Statement of the Problem                                                                               2

1.3       Research Objectives                                                                                        2

1.4       Research Questions                                                                                         3

1.5       Research Hypothesis                                                                                       3

1.6       Significance of the Study                                                                               4

1.7       Scope of the Study                                                                                         5

1.8       Limitations of the Study                                                                                 5

1.9       Historical Background of the study                                                             5-6

1.10     Organizational charts                                                                                      7

1.11    Definition of Terms                                                                         8-9

CHAPTER TWO

2.0       Literature Review                                                                                           10

2.1       The Development of the production plan                                                      10

2.2       production control system and documentation                                              10-13

CHAPTER THREE

3.0       Research Methodology                                                                                   14

3.1       Research Design                                                                                             14

3.3       Population and Sample Size                                                                           15

 

vi

 

 

 

3.4       Research Instrument for Data Collection                                                       15

3.5       Method of Data Collection                                                                                         15

3.6       Method of Data Analysis                                                                               15-16

CHAPTER FOUR  

4.0       Data Analysis and Interpretation                                                                    17-18

4.1       Data Presentation                                                                                            19

  • Analysis of Questionnaire 20

4.3       Testing of Hypothesis                                                                                     20-24

 

CHAPTER FIVE

5.0       Summary, Conclusion, Recommendations and Suggestion

for Further Study                                                                                            25

5.1       Summary                                                                                                         25

5.2       Conclusion                                                                                                      25

5.3       Recommendations                                                                                          26

Appendix I                                                                                                      27

Appendix II (Questionnaire)                                                                                     27

 

Bibliography

 

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THE IMPACT OF CREDIT POLICIES AND PROCEDURES ON CREDIT ADMINISTRATION IN NIGERIA BANKS (A CASE STUDY OF WEMA BANK PLC)

ABSTRACT

The research work is to show how the impact of credit policies and procedure on credit administration in Nigeria banking sector. The project topic is to enlighten on how credit is administered in banking sector. The instrument used in this project work is secondary and primary data. Information is gotten from various sources which are oral interview, questionnaire administration and field observation. The opinions of acknowledgment person in the issue under consideration. The nature of the issue under highly experienced in financial analysis questionnaires also distributed. In conducting the interview, asset of questions were draw in the subject matter and these were asked from the respondents like wise administrated questionnaires were asked collected by hand to avoid delay. While the secondary data is gotten from Lagos State exchange library, central bank of Nigeria library. Annual reports and accounts of Nigeria breweries plc, published journals and Articles in pricing from seminar and workshops in pricing in the secondary market. The objective of this study is to examine the formulation of appropriate lending policies and the establishment of operating procedure and manual to ensure the smooth flow of work surely every bank evolves a credit policy, which is based upon its own banking ideology or strategy. This is therefore useful to students who intend to have the same knowledge in order to improve upon the impact of credit policies and procedures on credit administration in Nigeria banking sector.

TABLE OF CONTENTS

 

TITLE PAGE                                                                                                                         I

CERTIFICATION                                                                                                     II

DEDICATION                                                                                                           III

ACKNOWLEDGEMENT                                                                                         IV

ABSTRACT                                                                                                               V

TABLE OF CONTENT                                                                                             VI

 

CHAPTER ONE: INTRODUCTION

1.1       BACKGROUND OF THE STUDY                                                                         1 – 2

1.2       STATEMENT OF THE PROBLEM                                                             2

1.3       JUSTIFICATION OF THE STUDY                                                             2 – 3

1.4       OBJECTIVE OF THE STUDY                                                                     3

1.5       STATEMENT OF HYPOTHESIS                                                                4

1.6       SCOPE OF THE STUDY                                                                              4

1.7       ORGANIZATION OF THE STUDY                                                          4

 

CHAPTER TWO: LITERATURE REVIEW

2.1       INTRODUCTION                                                                                         5

2.2       REVIEW OF RELATED LITERATURE                                                    5

2.3       MEANING OF CREDIT                                                                               6

2.4       TYPES OF CREDITS                                                                                    6 – 12

2.5       CREDIT PROCEDURE                                                                                12 – 15

2.6       CREDIT ADMINISTRATION                                                                     15 – 17

2.7       PRUDENTIAL GUIDELINES AND CREDIT ADMINISTRATION      17

2.8       ADVANTAGES OF CREDIT TO BANK                                                   17 – 18

2.9       PROBLEMS ASSOCIATED WITH BANK CREDIT                                18 – 19

 

CHAPTER THREE: RESEARCH METHODOLOGY

  • SOURCE OF DATA 20
  • RESEARCH QUESTION AND HYPOTHESIS 20
  • RESEARCH DESIGN 21
  • STUDY POPULATION 21
  • SAMPLE DESIGN AND PROCEDURE 21
  • DATA COLLECTION INSTRUMENTS                                                 22
  • ADMINISTRATION OF INSTRUMENT 22
  • PROCEDURE FOR DATA ANALYSIS                                                                22

 

CHAPTER FOUR: PRESENTATION AND ANALYSIS OF DATA

  • PRESENTATION AND ANALYSIS OF DATA USING

RESEARCH QUESTION                                                                             23 – 26

  • PRESENTATION AND ANALYSIS OF DATA 26

ACCORDING TO HYPOTHESIS                                                               26 – 27

  • FINDINGS AND DISCUSSION 28

 

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION   

  • SUMMARY 29
  • CONCLUSION 29 – 30
  • RECOMMENDATIONS 30 – 31
  • SUGGESTION FOR FURTHER STUDIES 31

REFERENCES                                                                                              32

APPENDIX                                                                                                    33 – 34

 

CHAPTER ONE

INTRODUCTION

 

1.1       BACKGROUND OF THE STUDY

Wema Bank Plc formerly known as Agbonmagbe bank limited was incorporated on the end of May, 1945 as a Private Limited Liability Commercial Banking Company with an authorized share capital of £15,000 fully paid, jointly owned by Chief M. A. Okupe and Mr. A. A. Alade.

The bank was incorporated with the following stated objectives:

  1. The provision of efficient and modern banking service to Nigeria businessmen, trader and craftsmen of a reasonable for ice.
  2. Identification of the bank with the economic and industrial aspiration of the country.
  3. The assurance that the bank enough funds for expansion and modernization are readily available when needed.
  4. The creation of better condition of service for its employees to ensure maximum job satisfaction consistent with the overall objectives.

Like many other indigenous banks operation in the country then, the bank had during its early days gone through trying period owning largely to low level of capitalization, staff competition from other bank with foreign ownership, etc

In order to enable the bank minimize the effect of the factors listed above and substantially increase its scale of operation, its authorized share capital was increased to £25,000 (twenty five thousand pounds). In the first few years of operations, however, only £13,535 was taken up by the shareholders of the bank.

The Western Nigeria Government rose up to assistance of the bank through its agency Western Nigeria Marketing Board by making a deposition of £100,000 was capitalized, this making the board the majority shareholders of the bank.

This bank continued its operation with this level of capitalization until 1968 when a new banking decree was promulgated by the Federal Ministry Government. The degree which raised the minimum share capital of indigenous commercial bank to £300,000 resulted in a marked difference in the ownership and control structure of the bank.

Owing to the inability of minority shareholders to meet up with the demand for proportional increase due from them and in order to protect the interest of the government and the people. It became imperative for government to bear the entire burden of the increase in share capital requirements. This singular act of government helped in forestalling the closing down of a potentially viable indigenous bank.

To reflect therefore, the true ownership of the bank and restore the much needed public confidence necessary for continued customer patronage, the name Agbonmagbe Bank Limited was changed to Wema Bank Limited on the 1st of June, 1970. Also, the share capital of the share capital of the bank was increased from £93,000 to £500,000 during that year and #4 million later with #2.8 million duly paid up in 1981.

With the creation of Oyo, Ogun and Ondo States in 1975 out of erstwhile Western State, Odu’a Investment Company Limited was formed by the government of these states to overse their investment interest in all companies jointly owned by them of which  Wema Bank is one.

The history of Wema Bank cannot be complete without due recognition of the past and present Managing Director, who in their various ways contributed to the development of the bank.

 

1.2       STATEMENT OF THE PROBLEM 

Credit policy and procedure should control all factors of banks operations including liquidity, assets structure, gearing cost, income expectation etc, it should also cover the assessment of lending proposals, authorization credit information and records, loan volume, credit spread cost of bank funds, credit review, prevention of loan delinquency and collateral security arrangement. All these are to improve and monitor the credit facilities and granting of banks in order to safeguard the bank interest and help reduce uncertainty.

Lack of proper credit policy and procedure result into:

  1. Insufficient underwriting and lack of prior background checks an investigation of potential borrowers.
  2. Inadequate analysis of the real purpose and use of the loan proceeds and the source of payment
  3. Lack of understanding of the borrowers’ true financial needs and how the funds will benefit them. In this connection the banker should fully comprehend the financial structure of borrowing entity in order to better understand the company’s financial condition and financing requirement. Also, banks have treated long term problem with short term solution by extending quick fix loans to many borrowers.
  4. Inadequate analysis of financial statements, perhaps because of apprehension about asking borrowers or their accountants pertinent questions
  5. Poor review and audit of marginal loans
  6. Overly aggressive loan for growth. This behavior allows officers to become more tax in lending criteria, thus, ineffective, letting the competition set their lending standards as they seek to remain competitive
  7. Poor defined, excessively lenient or poorly implemented and monitored credit policies and procedures.
  8. Inexperienced loan offices who in correctly approved loans because they do not have necessary expertise to evaluate and analyze credit and financial information or because they may not have sought the proper counsel or making such loans, including neglect to properly evaluate, document and collateralize loans
  9. Easily persuaded loan officers who allow customers to intimidate coerce or overtly sell them on making loans
  10. Over reliance on the analysis of a lead bank regarding credit decisions invoking participation (e.g. syndicate loan)

 

1.3       OBJECTIVE OF THE STUDY

Many bankers cannot unequivocally declare that they have been untouched by problems of loans. Certainly, it is a way of life in these tumultuous times of banking that virtually all of us are faced with problems so –called worked loans.

The principal reasons banks have exposed themselves more to problem loan is a result of procedural break down within their own system.

The objective of this study is to examine the formulation of appropriate lending policies and the establishment of operating procedures and manuals to ensure the smooth flow of work surely every bank evolves a credit policy, which is based upon its own banking ideology or strategy. Wema Bank Nigerian Plc is chosen to know how they balance the quantity of the loan portfolio to achieve earning objectives and also meet appropriate credit needs.

 

1.4       STATEMENT OF THE HYPOTHESIS

Ho:      The proper credit polices guideline has nothing to do with effective performance of banks operation Nigeria.

Hi:       The proper credit policies guideline enhanced effective performance of banking operation

 

Ho:      The return and profitability on credit granted to customer did not influenced by credit policies and procedure the banks authorized to maintain.

Hi:       The return and profitability on credit granted to customer procedure the bank authorized to maintain.

 

1.5       SIGNIFICANCE OF THE STUDY

The impact of credit policies and procedures on credit administration in Nigeria banks has a vital function in banking operation has direct effect on economic growth and business development. Three must be careful study and proper analysis of credit policies and procedures has become imperative to bankers and those sincere to the function of granting credit. This is because, bank as a custodian of customers fund should endeavor to thoroughly perfect its granting of credit to safeguard the customers fund and perpetually remain in business.

This following problem and the questionnaire are being design by research work will intends to provide an answer to it.

  • How to evaluate and appraise credit policies procedure and administration
  • How to balance the goals between the banks and customer for efficient returns on loans granted to them
  • How to embank upon can on of lending to default in repayment of loan

 

1.6       SCOPE OF THE STUDY

The project is divided into five chapter one in the introduction aspect of the (credit policies and procedure) the chapter consist of historical background of Wema Bank Plc, statement of the problem, justification and objective of the study, statement of hypothesis, scope and the organization of the study and probably limitation of the study.

The chapter two, deals with the review of the post literature that in the post write – up on credit policies and on credit administration in Nigeria.

Chapter three consist of research methodology, deal on methods used in collecting data, source of data and research instrument, presentation and data analysis

Chapter four deals with data analysis and presentation and also the general discussion on research finding

Chapter five, this made up of summary, conclusion and recommendation.

THE CONFLICT MANAGEMENT AND PRODUCTIVITY IN BANKING INDUSTRY (A CASE STUDY OF EQUITORIAL TRUST BANK LIMITED)

Abstract

This research work is intended to find out conflict management and productivity in banking industry, a case study of Equitorial Trust Bank Plc. The response inferred from the questionnaire administered will be used to determining the sources and consequences of conflict on to the operators of the bank. The outcome of finding is to show the conflicts is inevitable and that be the bank task of management is to manage the level of conflict and its resolution for optimal organization performance. It looks into certain literatures, with collection and interpretations of data and thereafter summarized findings and necessary recommendation provided.          


TABLE OF CONTENT

Title Page                                                                                                                    i

Certification                                                                                                                ii
Dedication                                                                                                                  iii
Acknowledgement                                                                                                      iv
Abstract                                                                                                                      v

Table of Contents                                                                                                       vi – vii

CHAPTER ONE: INTRODUCTION

1.1       Background of the Study                                                                               1

1.2       Statement of Problem                                                                                                 1

1.3       Objective of the Study                                                                                   2

1.4       Research Question                                                                                          2

1.5       Statement of Hypothesis                                                                                2

1.6       Significance of the Study                                                                               2 – 3

1.7       Scope of the Study                                                                                         3

1.8       Limitation of the Study                                                                                  3

1.9       Historical Background of the Case Study                                                      4 – 5

1.10     Definition of Terms                                                                                        5 – 6

CHAPTER TWO: LITERATURE REVIEW

2.1       Introduction                                                                                                    7 – 8

2.2       Theoretical framework                                                                                    8 – 12

CHAPTER THREE: RESEARCH METHODOLOGY

3.1       Introduction                                                                                                    13

3.2       Research Design                                                                                             14

3.3       The Study Population                                                                                                 14

3.4       Sampling Method and Sample Size                                                                14

3.5       Source of Data                                                                                                15

3.6       Data Collection Instrument                                                                            15 – 16

3.7       Method of Data Analysis                                                                               16

CHAPTER FOUR: DATA ANALYSIS AND INTERPRETATION

4.1       Data presentation and Analysis of Responses                                                17 – 20

4.2       Discussion of Findings                                                                                   21 – 24

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION

5.1       Summary of the Study                                                                                    25 – 26

5.2       Conclusion                                                                                                      26 – 27

5.3       Recommendations                                                                                          27 – 28

Bibliography                                                                                                   29

Appendix                                                                                                        30 – 34

 

 


CHAPTER ONE


1.0       INTRODUCTION
1.1       BACKGROUND OF THE STUDY

Equatorial Trust Bank limited today is one of the leading private new generation banks in Nigeria. Established in March. 1990, the Bank’s main areas of activity are in Retail Banking, Corporate banking, International and investment banking. It has twenty six (26) branches in the nerve center of Nigeria economy, which are all linked to the Head office by the state-of-art ‘Real-time, on-line technology. This is enabling ETB to provide fast, efficient and dependable bank -vices to ten of thousand of satisfied customer. ETB has staff strength of about Two thousand five hundred (2500) workers.

Since incepti9n, the bank has been a trendselter in many sphere of modern banking in Nigeria. The bank has an asset size of 297 billion and profit after tax of 2.060 billion (figure as at June 30,2002) this remarkable achievement is due to the fact that the bank focuses it attention at all time on the needs of it custon.ier. All the products and packaged to suit the fast eve-changing environment and need of our dynamic customers throughout the federal Republic of Nigeria
1.2       STATEMENT OF PROBLEM

Some organizations have collapsed due to one industrial conflict or another. The extreme conflict may bring organization activity to a halt and has the potential of threatening organization survival

Conflict breeds discontentment among member of organization, and it dissolves common ties among groups, department and or sub units.

Conflict hamper co-operative in organization and conflict creates a situation of uncertainty in an organization and serve to lower the morale, satisfaction and above all, the productivity of the organization as a whole.


1.3       OBJECTIVES OF STUDY

This study attempts to identify and trace consequences of power and conflict in an organization. Common sense suggests that these two are important for the smooth operation of any organization and that the lives and behaviour of organizational members are virtually affected by these two variables and they are inevitable in any organization. In view of the consequences of organizational conflict, this study seek to look in details, at the cause, consequence and possible resolution of industrial conflict, with a view to remanding ways of achieving organization harmony in Equitorial Trust Bank Limited and the wider society.

 

1.4       RESEARCH QUESTION

The main purpose of ibis study is to find a realistic solution to organizational conflict.
This study will expose one to how to handle conflict in organizations. This study will try to find possible answers or solution to the following question.

  1. Is conflict necessary in organization?
  2. What are the causes of organizational conflict in Equitorial Trust Bank Limited?
  3. Does conflict mean the attainment of organizational goal and objectives and in what way?
  4. Does conflict affect individual peace and harmony in Equitorial Trust Bank limited?
  5. How can conflict be reduced or resolved in Equatorial Trust Rank Limited?

 

1.5       STATEMENT OF HYPOTHESIS

In this study, many divergent views will be aired, investigated and verified. Other that cannot be confirmed immediately will be reconciled through the use of hypothesis formulation as follows;

Ho:      There is no relationship between poor information dissemination and conflict in Equitorial Trust Bank Limited.

Hi:       There is relationship between poor remuneration of employees and conflict in Equitorial Trust Rank Lirnited.

Ho:      If conflict is not managed effectively, it cannot bring organizational activities to a halt and has the potential of threatening, organizational survival in Equitorial Trust Bank limited.

Hi:       If conflict is managed effectively, it may bring organizational activity to a halt and has the potential of threatening organizational survival in .Equitorial Trust Bank Limited.

 

1.6       SIGNIFICANCE OF STUDY

The significance of this study is in x-ray alt the areas of the bank that may be prone to

Industrial conflict, with a view to finding ways to minimize and or resolve conflict. This will in effect bring about industrial harmony and the overall attainment of organizational goals and objectives. And with this, the bank will be able to meet its social obligation to the wider society.

1.7       SCOPE OF THE STUDY

Emphasis will be on both functional and dye functional aspects of conflict in Equitorial Trust Bank limited.


1.8       LIMITATION OF THE STUDY

 As human wants are insatiable, so also in any particular endeavor undertaking by a man.
As usual, in any research work, a few problem must be encountered which to some extent many narrow the success of collecting the much needed data for the study, hence affecting the outcome of the findings.

These limitations are

  1. Fear of releasing data among the respondent some of tile respondents refused to release some essential information needed due to confidentially
  2. Considering the distance of the polytechnic to the organization, the academic schedule and the time limit of the research is another limiting factor or a constraint of the research work

Also considering light cost of transportation financial limitation also played it own role.
1.9       HISTORICAL BACKGROUND OF CASE STUDY

Equitorial Trust Bank (ETB) was incorporated as limited liability Company on January 30, 1990 and granted commercial banking license on February 7, 1990. it commenced business on March 1, 1990, emerged from the merger with Dercom bank effective January 1, 2006 in a dominant position in the Nigeria financial service industry.

The Bank now currently has about 100 branches in commercial nerve centers of Nigeria. The branch spread is concentrated in some key commercial centers such as Lagos (36) Ibadan (8), Abuja and Port Harcourt (5) Benin and Onitsha (4).

The Bank recruitment of new and experienced staff is guided by these clusters of branch expansion Partnership that work?

The Bank for news in Nigeria.
Just as the entire like Nigeria, ETB has taken the bold step to emerge as the Bank for the emerging banks in Nigeria through the provision of customer-oriented products and services.

The Banks. which recently broken a campaign with the same “The Bank for new Nigeria, set to Fully take advantage of the opportunities that abound in the emerging Nigeria and is aimed at entrenching and consolidating its position as not just a Bank that part news customer to success, but the bank that understand, the economic opportunities in Nigeria.

The campaign is a bold statement or the readiness and financial strength of ETB to partner Nigerians is exploiting the various opportunities that abound in the emerging new Nigeria, be it oil, telecommunications, manufacturing, energy, construction, as well as small medium enterprise.

The campaign has brought to the awareness of Nigerians that a bank, you need a partner, and as [partners and believers in Nigeria and her economy, this campaign has showcased the qualities of ETB as a bank that is supporting and partnering people, business and enterprise of different walks of life to succeed. Over the years, ETB has been involved in key areas of Nigeria’s economy oil, telecoms and ETB is by far Nigeria’s biggest economic growth partner.

THE ROLE OF ADVERTISEMENT OF BANK PRODUCTS ON BANK PROFITABILITY {A CASE STUDY OF UNITED BANK FOR AFRICA UBA}

ABSTRACT

This project aims at focusing on the role of advertising of bank products on bank profitability, it was written primarily using United Bank for Africa as a case study. The project contains five chapters, the introduction of the topic which deals with Background of the study, statement of the problem, Research question, Limitation of the study and historical background of United Bank for Africa. The literature review, where we defined advertising types of advertising and essence of Advertising as a role of advertisement of bank product. The research methodology try to explain how data are collected and process together with the strategic employed in the research, research design, instrument of data collection and method of data collection. The analysis of result was presented using T-test method which discuss the result and the policy issue concerning the project. The write-up recommendation and conclusion deal with bringing out the main point of the project.

 

TABLE OF CONTENT

 

Title Page                                                                                                                    i

Certificate                                                                                                                   ii

Dedication                                                                                                                  iii

Acknowledgement                                                                                                      iv

Abstract                                                                                                                      v

Table of Contents                                                                                                       vi-vii

CHAPTER ONE

  • Introduction 1

1.1      Background of the Study                                                                               1 – 2

1.2      Statement of the Study                                                                                   2

1.3      Research Question                                                                                          2

1.4      Objectives of the Study                                                                                  2

1.5      Significance of the Study                                                                               3

1.6      Limitation of the Study                                                                                  3

1.7      Historical Background of United for Africa {UBA}                                                3

1.8      Definition of the Terms                                                                                  4

CHAPTER TWO                

2.0       Literature Review                                                                                           5

2.1       Definition of Advertising                                                                               5

2.2       Objective of Advertising                                                                                6

2.3       Definition of Advertising Media                                                                    6

2.4       Types of Advertising                                                                                      7

2.5       Essence of Advertising as a Role of Advertisement of Bank Product          7 – 8

CHAPTER THREE

3.0       Research Methodology                                                                                   9

3.1       Research Design                                                                                             9

3.2       Area of the Study                                                                                           9

3.3       Population of the Study                                                                                  10

3.4       Sample and Sampling Procedure                                                                    10

3.5       Instrument of Data Collection                                                                        10

3.6       Method of Data Collection                                                                             11

3.7       Method of Data Analysis

CHAPTER FOUR

4.0       Data Presentation, Analysis and Interpretation.                                             12

4.1       Analysis of Data                                                                                             12 – 15

4.2       Testing for the Hypothesis                                                                              15 – 17

4.3       Summary of Finding.                                                                                      17

CHAPTER FIVE

5.0       Summary, Conclusion and Recommendation                                                 18

5.1       Summary                                                                                                         18

5.2       Conclusion                                                                                                      18

5.3       Recommendation                                                                                            20 – 19

References                                                                                                      20

Questionnaire                                                                                                  21 – 22
CHAPTER ONE

 

1.0       INTRODUCTION

            Bank advertising includes advertising performed by banking institutions. Apart from advertising address to bank customers, this category may also include business reports, information brochures of announcements on payment of new shares, reports on investment program results and several other financial announcements {information}.

The first type contains dominant psychological message, while the latter involves factual or logically verifiable messages, in order to impact banks product and service to current and potential customers.

The selection of banking advertising means depend on a bank’s targets group. Most banking institution address their advertising to holders of small account and this advertise their product and service through the mass media. The press and television are the preferred means for larger banks that have branches across the country. Advertisement on investment programs usually appear in almost all the circulation newspaper as they are addressed to small investors. Many banking institutions rent space in several exhibition and print information brochures to describe their activities and service.

 

1.1       BACKGROUND OF THE STUDY

Normally the general public today, believe that for a business organization or enterprises to survive, make profit and even achieve it’s aims and objectives it has to go through advertisement.

However, this system is needed by profit making organization to make their products and services popular and known to the people so that majority of the people can be turned to customers.

Advertising, in this case can be simply defined or said to be the publishing of a particular product or services of a business organization in order to gain the heart of the customers with the aim of making profit. Advertisement of the bank improve the economic development of a country. Therefore, advertising is an important aspect of business formation and growth. It even determines the survival of a bank or an establishment.  After a careful analysis, to think about the quality of the bank product or service need with references to the taste of customers.

All these facts started above must be in place before the bank comes up with a perfect means of advertising techniques that will totally boost the product of banks completely.

Advertisement can be a useful tool to promote your product above that of competitors. It serves as a promotional tool in any organization that has to aim and objectives of profit maximization. For a bank to last long, its products in the market must undergo certain advertisement.

 

1.2       STATEMENT OF THE PROBLEM

Most individuals in the word today do not believes in advertisement as a promotional tools of making profit in business organization . This is as a result of the fact that they believe advertising is just to show case product to entire public in order to make profit. But it is unfortunate that even large establishment still lack the mentally of getting their product advertised, instead, they only engage their product in sales promotion which will definite fade out within as short time. An adage says that “free things are inferior” that is to say they are not valuable to the customers. Let’s take a critical look at problems faced by the bank.

–           Lack of awareness of the common duty.

–           Much value or services by the consumers

–           Risk of loosing the customers.

 

1.3       RESEARCH QUESTION AND HYPOTHEIS   

The project research will attempt to provide answer to the following research questions, which are as follow

i           What is the relationship between advertising and bank growth?

ii          How can a bank make best of advertising to its own advantage?

iii         Is it true that lack of advertising contributes to the failure of a bank or business organization?

iv         Is there any relationship between advertising and bank product?

 

  • OBJECTIVE OF THE STUDY

Objectives of this study are as stated below:

  1. To find out if there is any relationship between advertising and bank products.
  2. To make appropriate research on various advertising media which are of good importance to bank product?
  3. To look at how advertising led to bank profitability.

 

 

1.5       SIGNIFICANT OF THE STUDY

This research will focus mainly on the issue concerning advertising as a promotional tool in relation to the success and survival of bank products.

This study meant to see into ways by which United bank for Africa (UBA) goes about advertisement in order to obtain the essential market share.

 

1.6       LIMITATION OF THE STUDY

The following factors sees as constraints to the research while carrying out this study.

  1. Time constraint
  2. Financial factor
  • Competent responds

 

1.7       HISTORICAL BACKGROUND OF UNITED BANK FOR AFRICA (UBA) PLC

History of United Bank for Africa (UBA) dated back to 1949 when the British and French Bank Limited “BFB” commenced business in Nigeria. Today, United Bank for Africa Plc (UBA) is the product of the merger of Nigeria’s third (3rd) and Fifth (5th) Largest banks, namely  the old UBA and the Standard Trust Bank (STB) respectively and a subsequent acquisition of the erstwhile Continental Trust Bank Limited (CBT). The union emerged as the first successful corporate combination in the history of Nigeria banking.

United Bank for Africa (UBA) back to 1948 when the British and French Bank Limited commenced business in Nigeria and the erstwhile STB and CTB both in 1990. Following Nigeria’s independence from Britain, UBA was incorporated in 1961 to take over the business of British and French Bank (BFB). Although today’s UBA emerged at a time of industrial consolidation induced by regulation. The consolidation UBA was borne out of a desire to lead the domestic sector to a new era of global relevance by championing the creation of the Nigeria consumer finance market, leading a private/public sector partnership at supporting the acceleration of Nigeria economic development and growing the institution from a banking to a one-step financial services institution. While spearing its footprints across Africa to earn the reputation as the face of banking on the continent.

Today, United Bank for Africa Plc (UBA), having adopted the holding company model is one of Africa’s leadings financial institution offering universal banking to more than 7.2 million customers across 750 branches in 18 Africa countries with presence in New York, London and Paris and assets in excess of $ 19 bn, UBA is your partner for banking services for Africans and African related business globally.

UBA has the largest distribution network in Nigeria with over 6.5 million customers in personal, commercial and corporate market segments. As of 30 September 2008, it had over 650 business offices, 296 deployed POS and 1332 ATMS and pioneered cheque acceptance ATMS in Nigeria. Its over 14,000 staff globally are also referred to as “Lions and Lionesses”. Regionally, the group has a presence in 18 African countries and in all major financial centres. The bank currently operates in Nigeria, Ghana, Ivory coast, Cameroon, Sierra Leone, Liberia, Uganda, Benin, Burkina Faso and Senegal and has unfolded plans to expand its banking operations to 15 additional countries in Africa come 2009.

Records indicate that UBA is the only Sub-Saharan bank with dual presence in the U.S and the U.K.

 

1.8       DEFINITION OF TERM

Some basics terms used in this particular research project include the followings;

  1. ADVERTISING:- This is any means aimed at persuading member of the

public to procure or  purchase of  a particular product or services.

  1. CONSUMER:- This is the person to which the advertisement and products/services are directed.

iii         PROMOTION:- According to Adewoyin O.A (2004) promotion Is any techniques that are persuasive communication, favourable information about sellers product to potential buyers. It also provides a basis for all activities of the organization that are perceived in the market. But in planning their communication, promotion by definition, is any techniques that persuasively convince the consumer to buy.

  1. MEDIA:- This is a kind of equipment used for listening to programmes that

are broadcast to a large heterogeneous audience. It is also a process of sending and receiving messages through the air using electro-magnetic waves. It  is an electronic devices which brings to us information, education, entertainment, persuasion, selling, educative, news interpretation and persuasive programmes it is a great communicating mechanism ever designed and operate by man.

THE IMPACT OF CREDIT POLICIES AND PROCEDURES ON CREDIT ADMINISTRATION IN NIGERIA BANKS (A CASE STUDY OF WEMA BANK PLC)

ABSTRACT

Since the inception of transactions in money, credit and borrowing have been indispensable with commercial activities lending which is the primary function of banking, a bank’s loan portfolio comprises the bulk of its assets and provides the major source of its earning and profits. Banks which characterically have low net worth, or owner’s equity do not loan out their own funds, sound banking practices require strong assurances that loans will be repaid. It has been said that the job of lending money, reduced to its basics is the identification, measuring and managing of risks. Thus, risk is at the heart of all banks lending money business. The management of banks credit is a very complex matter involving the formulation of appropriate lending policies and the establishment of operating procedures and manuals to ensure the smooth flow of work Usually, very bank evolves a credit policy, which is based upon its own banking ideology or strategy. The policy should control all facts of bank operation including liquidity, asset structure, gearing costs, income expectation etc. it should also cover the assessment of lending proposal, authorization, credit information and records, loan volume, credit spread, cost of bank funds, credit review, prevention of loan solinquent (i.e. credit monitoring) and collateral security arrangement.

 

 


TABLE OF CONTENTS

 

Title page                                                                                                                    i

Certification                                                                                                                ii

Dedication                                                                                                                  iii

Acknowledgement                                                                                                      iv

Abstract                                                                                                                      v

Table of content                                                                                                          vi

 

CHAPTER ONE: INTRODUCTION

1.1       Background of the study

1.2       Statement of the problem

1.3       Objective of the study

1.4       Statement of hypothesis

1.5       Significance of the study

1.6       Scope of the study

1.7       Definitions of term

 

CHAPTER TWO: LITERATURE REVIEW

2.1       Introduction

2.2       Review of related literature

2.3       Meaning of credit

2.4       Types of credits

2.5       Credit procedure

2.6       Credit administration

2.7       Prudential guidelines and credit administration

2.8       Advantages of credit to bank

2.9       Problems associated with bank credit

 

 

CHAPTER THREE: RESEARCH METHODOLOGY

  • Source of data
  • Study population
  • Research design
  • Sample design and procedure
  • Method of data collection
  • Administration of instrument
  • Procedure for data analysis
  • Research question and hypothesis

 

CHAPTER FOUR: PRESENTATION AND ANALYSIS OF DATA

  • Presentation and analysis of data using Research question
  • Presentation and analysis of data According to hypothesis
  • Findings and discussion

 

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION   

  • Summary
  • Conclusion
  • Recommendations
  • Suggestion for further studies

References

Appendix

 

 


CHAPTER ONE

INTRODUCTION

 

1.1       BACKGROUND OF THE STUDY

Essentially, banks originally emerged as deposit takers. They eventually metamorphosed into intermediators of funds and thereby started assuming credit risk. Credit, thus, became the business of banking, and the primary basis on which a bank’s quality and performance are judged. Empirical studies of banking crises all over the world have shown that poor assets quality (predominantly loan) has been the most frequent factor in bank failures. Stuart (2005) emphasized that the spate of non-performing loans, is as high as 35%. Table 1 shows the ratio of non-performing credits (NPC), to total loans and advances (L and A) in Nigerian Commercial Banks between 1999 and 2009.

Umoh (1994) traced the rising non-performing loans’ ratio in banks’ books to poor loan processing, undue interference in the loan granting process, inadequate or absence of loan collaterals, among other things, which are all linked with poor and ineffective credit administration.

In essence this paper focuses on the concept of credit, evaluation of credit and recovery processes.

The paper is divided into five sections, comprising the introduction, review of literature, evaluation and rating of credits, credit management and recovery and finally, conclusion and recommendations.

 

1.2       STATEMENT OF THE PROBLEM 

Credit policy and procedure should control all factors of banks operations including liquidity, assets structure, gearing cost, income expectation etc, it should also cover the assessment of lending proposals, authorization credit information and records, loan volume, credit spread cost of bank funds, credit review, prevention of loan delinquency and collateral security arrangement. All these are to improve and monitor the credit facilities and granting of banks in order to safeguard the bank interest and help reduce uncertainty.

Lack of proper credit policy and procedure result into:

  1. Insufficient underwriting and lack of prior background checks an investigation of potential borrowers.
  2. Inadequate analysis of the real purpose and use of the loan proceeds and the source of payment
  3. Lack of understanding of the borrowers’ true financial needs and how the funds will benefit them. In this connection the banker should fully comprehend the financial structure of borrowing entity in order to better understand the company’s financial condition and financing requirement. Also, banks have treated long term problem with short term solution by extending quick fix loans to many borrowers.
  4. Inadequate analysis of financial statements, perhaps because of apprehension about asking borrowers or their accountants pertinent questions
  5. Poor review and audit of marginal loans
  6. Overly aggressive loan for growth. This behavior allows officers to become more tax in lending criteria, thus, ineffective, letting the competition set their lending standards as they seek to remain competitive
  7. Poor defined, excessively lenient or poorly implemented and monitored credit policies and procedures.
  8. Inexperienced loan offices who in correctly approved loans because they do not have necessary expertise to evaluate and analyze credit and financial information or because they may not have sought the proper counsel or making such loans, including neglect to properly evaluate, document and collateralize loans
  9. Easily persuaded loan officers who allow customers to intimidate coerce or overtly sell them on making loans
  10. Over reliance on the analysis of a lead bank regarding credit decisions invoking participation (e.g. syndicate loan)

 

1.3       OBJECTIVE OF THE STUDY

Many bankers cannot unequivocally declare that they have been untouched by problems of loans. Certainly, it is a way of life in these tumultuous times of banking that virtually all of us are faced with problems so –called worked loans.

The principal reasons banks have exposed themselves more to problem loan is a result of procedural break down within their own system.

The objective of this study is to examine the formulation of appropriate lending policies and the establishment of operating procedures and manuals to ensure the smooth flow of work surely every bank evolves a credit policy, which is based upon its own banking ideology or strategy. Wema Bank Nigerian Plc is chosen to know how they balance the quantity of the loan portfolio to achieve earning objectives and also meet appropriate credit needs.

 

1.4       STATEMENT OF THE HYPOTHESIS

Ho:      The proper credit polices guideline has nothing to do with effective performance of banks operation Nigeria.

Hi:       The proper credit policies guideline enhanced effective performance of banking operation

 

Ho:      The return and profitability on credit granted to customer did not influenced by credit policies and procedure the banks authorized to maintain.

Hi:       The return and profitability on credit granted to customer procedure the bank authorized to maintain.

 

1.5       SIGNIFICANCE OF THE STUDY

The impact of credit policies and procedures on credit administration in Nigeria banks has a vital function in banking operation has direct effect on economic growth and business development. Three must be careful study and proper analysis of credit policies and procedures has become imperative to bankers and those sincere to the function of granting credit. This is because, bank as a custodian of customers fund should endeavor to thoroughly perfect its granting of credit to safeguard the customers fund and perpetually remain in business.

This following problem and the questionnaire are being design by research work will intends to provide an answer to it.

  • How to evaluate and appraise credit policies procedure and administration
  • How to balance the goals between the banks and customer for efficient returns on loans granted to them
  • How to embank upon can on of lending to default in repayment of loan

 

1.6       SCOPE OF THE STUDY

The project is divided into five chapter one in the introduction aspect of the (credit policies and procedure) the chapter consist of historical background of Wema Bank Plc, statement of the problem, justification and objective of the study, statement of hypothesis, scope and the organization of the study and probably limitation of the study.

The chapter two, deals with the review of the post literature that in the post write – up on credit policies and on credit administration in Nigeria.

Chapter three consist of research methodology, deal on methods used in collecting data, source of data and research instrument, presentation and data analysis

Chapter four deals with data analysis and presentation and also the general discussion on research finding

Chapter five, this made up of summary, conclusion and recommendation.

 

1.7       DEFINITION OF TERM

Credit Administration: This is a central to banking business banks are intermediated funds they thereby carry credit management process therefore credit management greatly influences the success and failure of financial institution

Letter credit: This is a written legal declaration by a bank that will make available a predetermined amount within a givens.

Credit: Refers to as believe of other that a person, business can pay debts, or will keep a promise to pay.

Loan: May be viewed as a banking facility which is intended for a specific purpose and usually has a fixed repayment program unlike an overdraft, which is a short term facility usually repayable within twelve month.

Advances: Is temporary self liquidity banking made under certain circumstances pending the receipts or collection if trade debt.

Letter of Credit: Is a written legal dictation by a bank that will make available a predetermine amount within a given time limit on behalf of a named party to the beneficiary under specified conditions.

Bond: Is a financial instrument in various circumstances in order to ensure the good financial standing and ability of a businessman who engages in competitive bidding to obtain a specific contract.

Leasing Credit: Can be described as convenience which enable one to appliance under a hire purchase plan or leasing arrangement to buy a car or house etc.

Bank Guarantee: Is a form of letter of credit usually issued when it is described that payment by a specific party be guarantee by a bank.

THE IMPACT OF COMPUTERIZATION ON THE PRODUCT CREATION AND SERVICE DELIVERY (A CASE STUDY OF MAINSTREET BANK)

ABSTRACT

This research work is to show the impact of computerization on product creation and service delivery in Nigeria banks. However, the project work was designed to examine the impact of computerized banking operation that is how banks operate effectively with the use of computer system. The method of gathering information was through the sue of questionnaire, data collection through primary and secondary data from the data collected, it was review that information was from many source, examples are staff and manager of the bank, customers according to their period of patronage, textbooks relating to the topic and some relevant printout relating to the case study of the topic hypothesis testing were analyzed and also the usage of percentage. This topic was chosen to enlighten people’s knowledge on how technology has helped bank to perform effectively in there course of operation. From various findings, it was discovered that banks can transact business while sitting in a place to different countries through the introduction of computer. The main objective of the project topic is to test the effective services render by banks to customers through the introduction or impact of computers to the customers. This study is therefore useful to student who intends, to have the same knowledge in order to improve their knowledge on the impact of computers in product creation and service delivery in Nigeria banks.

 


TABLE OF CONTENTS

 

Title page                                                                                                                    i

Certification                                                                                                                ii

Dedication                                                                                                                  iii

Acknowledgement                                                                                                      iv

Abstract                                                                                                                      v

Table of content                                                                                                          vi

 

CHAPTER ONE: INTRODUCTION

1.1       Background of the study                                                                                1

1.2       Statement of the problem                                                                               1 – 2

1.3       Statement of hypothesis                                                                                 2

1.4       Objective of the study                                                                                    2

1.5       Justification of the study                                                                                2 – 3

1.6       Scope of the study                                                                                          3

1.7       Organization of the study                                                                               3 – 4

1.8       Limitation of the study                                                                                   4

1.9       Definition of term                                                                                           4 – 5

CHAPTER TWO: LITERATURE REVIEW

  • Introduction 6
  • Literature review 6
  • Evolution of computerization in Nigeria banks 7 – 9
  • Computer based products and services 9 – 10
  • Products and services delivery in banks 10
  • Impact of computerization on service delivery 10 – 11

2.7       Problem/constraints of computerization                                                         11

 

 

CHAPTER THREE: RESEARCH METHODOLOGY

  • Introduction 12
  • Research design 12
  • Description of the Study population 12 – 13
  • Sample design and procedure 13
  • Data collection instrument 13 – 14
  • Test of validity and reliability of instrument 14
  • Administration of instrument(s) 14 – 15
  • Procedure for data analysis                                                                           15 – 16
  • Limitation of data collection                                                      16

 

CHAPTER FOUR: DATE PRESENTATION AND ANALYSIS 

4.1       Data Presentation and analysis of data                                                           17

4.2       Data presentation                                                                                            17 – 21

4.3       testing of hypothesis                                                                                       21 – 22

4.4       Summary of Findings                                                                                     22 – 23

 

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION

5.1       Summary                                                                                                         24

5.2       Conclusion                                                                                                      24 – 25

5.3       Recommendations                                                                                          25 – 26

5.4       Suggestions for further study                                                                         27

References                                                                                                      28

Appendix i                                                                                                      30

Appendix ii                                                                                                     31 – 34

 

 

 

 

CHAPTER ONE

INTRODUCTION

1.1       BACKGROUND OF THE STUDY

            Today’s business environment is very dynamic and undergoes rapid changes as a result of technological innovation, increased awareness and demands from customers.

The application of Information and Communication Technological concepts, techniques, policies and implementation strategies of banking services has become a subject of fundamental importance and concerns to all banks and indeed a prerequisite for local and global competitiveness. Information and communication technology (ICT) directly affects how product managers decide, and plan on what products and services are offered in the banking industry. It has continued to change the way banks and their corporate relationships are organized worldwide and the variety of innovative devices available to enhance the speed and quality of service delivery. Some banking services have been revolutionized through the use of ICT as including account opening, customers account mandate and transaction processing and recording.

This study also help to facilitate that bank now offers customers the flexibility of operating an account in any branch irrespective of which branch the account is domiciled through the help of technology and how bank make product available to their customers through effective service delivery.

 

1.2       STATEMENT OF THE PROBEM

The major problems faced by banks in trying to improve their services towards satisfying their customers despite improvement in technology are highlighted below and the possible questions would have to be answered as the statement of research problem.

  1. Why do we still find congestion in banks counters?
  2. Why do customers complain about poor services rendered by banks despite computer operation?
  3. Why do customers move from one bank to another?
  4. Why is lack of confidence by customer during national crisis?
  5. Why is it that, there is no improvement in services despite computerization?

1.3       STATEMENT OF HYPOTHESIS

Towards the achievement of the above objective the following hypothesis are formulated.

HYPOTHESIS I

Ho:      Computerization does not have any impact on product creation.

Hi:       Computerization has impact on product creation.

 

HYPOTHESIS II

Ho:      There is no relationship between computerization and service delivery.

Hi:       there is relationship between computerization and service delivery.

 

HYPOTHESIS III

Ho:      Product creation has no significant impact on service delivery.

Hi:       Product creation has significant impact on service delivery.

 

1.4       OBJECTIVES OF THE STUDY

The main objectives of the study are:

  1. To highlight the benefit and problems encountered by banks.
  2. To find out why customers still experience difficulties while transact with their banks
  3. To analyze how banking industry can be fully geared to operations through the impact of computerization.
  4. To introduce to us the importance of computerization and how it can be effectively plan in banking activities.
  5. And lastly, to examined the area of banking audit and benefit with its control in banking industry.

 

1.5       JUSTIFICATION OF THE STUDY

            This study will afford the management in the banking sector the opportunity of knowing the course of actions to take in improving their services towards satisfying their customers and importance of computerization operations.

The study will discuss the importance of computerization to Main-street Bank limited by using secondary data to tackle some of the highlighted problems, also it would be useful in background knowledge of students and those who require research information on the subject matters.

 

1.6       SCOPE OF THE STUDY

This study is to affirm that the impact of computers improve service delivery of a bank. The study will be limited to the case study; Main- Street Bank Limited (Osogbo) which is expected to be a good representative of deposit money banks in Nigeria For the purpose of the study, necessary data will be collected mainly from customers, staff and top management of the bank.

The study is limited to these sources of information because of the unavailability of sufficient resources and time which would have made the research to come with a more comprehensive result.

 

1.7       ORGNIZATION OF THE STUDY

            This project work consists of five chapters in which, chapter one is introduction which consist of background of the impact of computerization on product creation and service delivery in banks computerization on product creation and service delivery in banks in  Nigeria Statement of the problem, justification of the study, objectives of the study, research hypothesis, scope of the study and limitation of the study

Chapter two is literature review which consists of introduction review of related literature, operational scope of the bank, measurement of the bank performance, impact of product creation and service delivery on banks, factors affecting service delivery of banks and problems of bank operation on computerization.

Chapter three is research methodology which consists of sources of data, research  research design, study population, sampling design and procedure, data

collection, instrument administration of instrument and procedure of data analysis

Chapter four is the presentation and interpretation of data which consist of presentation analysis of data according to hypothesis and general discussion and chapter five is summary, recommendation, conclusion and suggestions for the further studies on product creation and service delivery in Nigerian banks.

 

1.8       LIMITATION OF THE STUDY

            There are numbers of factors that militate against the researcher carrying out its duty effectively and efficiently some of these are;

Time constraint: – since research can not end, no matter is the time it may be given in carrying out research.

 

Operative attitude of some officials visited: – To obtain information from some of the bank is not an easy task, especially material which banks tagged “SECRECY” or some no go areas covered not to be obtained. Also bank officials were not cooperating, thinking the researchers are SSS/CID which serves as a watchdog.

 

The school management policy: – Since it is a known fact that two things cannot be done at a time, the school management should schedule the examination period to that of project work differently in order to have effective discharge of duty by researcher.

 

Financial problems: – One of the major problems faced by the researcher is inadequate finance which was provided contribute by the researcher who is a student and solely dependant.

Inadequate source of data collection: the library source served little or no purpose of the study because there are no textbooks and other related material on the topic. This creates additional burden and expenses to us for looking elsewhere for current information on internet and relevant textbook on the study.

 

1.9       DEFINITION OF TERMS

C.P.U: Is the central processing Unit.

Programme: A series of coded or other or other machine.

IMPACT OF PROMOTIONAL STRATEGIES ON PATRONAGE OF NEW PRODUCT (A CASE STUDY OF GLAXO NIGERIA PLC)

ABSTRACT

The research was carried out to determine “Impact of Promotional Strategies on Patronage of New Product” also to Evaluate the Glaxo Nigeria Plc. In this millennium. The main object of the research work is to show the effects of promotional strategies on a new product of a company’ Due to the limited time give to carry out research focus on the promotional stagiest which manufacturer can use in reaching the limited consumer with their product. The method of data collection are both primary and secondary data and the research instrument for the data collection are observation questionnaire and liveries and the hypothesis ion. Ho; there is no significant difference between the sates of the company product though personal selling and sates and Ho; There is not significant difference between the sates recorded when advertising is done and when not Ho; There is significant difference between the sates recorded when advertising is done and not done. The finding show that the Ho; is accepted while Ho; was rejected. There is significant difference between sates of company product by personal selling and sates    though the wholesalers. The company must be able to efficiently utilizes various promotional tools and innovates effectively in order to market their product to prospective customer hospital chemist store and individual that require them. I here by recommend this in order to live up to the competitive environment within which the company industry operates should embark or more vigorous promotional activities using both advertising and public venation to positively project and organization and its services.                              


TABLE OF CONTENT

 

Title page                                                                                                                                i

Certification                                                                                                                            ii

Dedication                                                                                                                              iii

Acknowledgement                                                                                                                  iv

Abstract                                                                                                                                  v

Table of content                                                                                                                      vi

 

CHAPTER ONE

1.1       Introduction                                                                                                                1 – 2

1.2       Statement of problem                                                                                                             2

1.3       Objective of the study                                                                                                2

1.4       Statement of hypothesis                                                                                             3

1.5       Significant of the study                                                                                              3

1.6       Scope of the study                                                                                                      3 – 4

1.7       Limitation of the study                                                                                               4

1.8       Definition of terms                                                                                                     4 – 6

 

CHAPTER TWO

2.0       Literature review                                                                                                         7

2.1       What is marketing mix                                                                                                7 – 9

2.2       Historical Background of Glaxo Nig. Plc.                                                                  9 – 10

2.3       Promotional tools                                                                                                        10 – 11

2.4       The composition of promotional strategies                                                                 11 – 13

2.5       Organization chart                                                                                                      14

 


CHAPTER THREE

3.0       Research methodology                                                                                               15

3.1       Introduction                                                                                                                15

3.2       Research design                                                                                                          15

3.3       Research instrument                                                                                                    15 – 16

3.4       Population sample and sample size                                                                             16 – 17

3.5       Hypothesis testing method                                                                                         17

 

CHAPTER FOUR

4.0       Data presentation and analysis                                                                                   18

4.1       Analysis of questionnaire                                                                                            18 – 25

4.2       Testing hypothesis                                                                                                      25 – 27

4.3       Research question and responses                                                                                27 – 32

 

CHAPTER FIVE

5.0       Summary, conclusion and recommendation                                                               33

5.1       Summary                                                                                                                     33 – 34

5.2       Recommendation                                                                                                        34

5.3       Conclusion                                                                                                                  34

5.4       Suggestion for further research                                                                                   34

Bibliography                                                                                                               35

Questionnaire                                                                                                             36  – 37

CHAPTER ONE

1.0       INTRODUCTION

1.1       HISTORICAL BACKGROUND

Promotion is a term which has many meanings over the years; its original meaning in Latin was to move forward. However more recently the meaning has been narrowed, so it now refers to communication undertaken to persuade other to accept ideas, concepts or things. More especially promotional activities are controlled, integrated program of communication method and materials design to present company and it products to facilitate sales and thus contribute to long run profit performance.

Promotion is also define according to Dennis: A Dect et al (1974) as those marketing techniques which are used usually on temporary basis to make good and services more attractive to customer by providing some  additional benefit whether in cash or in kind.

The code covers much firms of promotions are: Premium offers of all kind, reduction in price fuel offers, distribution of vouchers coupons and samples personality promotion, price promotion of all types.

This project is intended to examine the promotional strategies as a force in errably associated with other aspect of marketing and applicable to the total activities of any organization be it commercials social or otherwise.

Promotion is not a subject the marketers and business organization can just reject, if the business is to achieve its stated goals and objectives, the business organization and marketer in particular has to make use of various strategies in other to face their competitors if the organization wants to remain in the business world.

The Glaxo Nigeria Plc. Agbara Lagos (Pharmaceutical industry) today fewer with the serious competitors and can less some strategies are used to capture a large share of the market, it may be difficult for a firm to penetrate.

The Glaxo Nigeria Plc. Agbara Lagos (Pharmaceutical industry) has many competitors. This is why the company has been intensifying its efforts in area of promotion in other to have and maintain a large share of the market, through the aid of promotional strategies. Advertising sales promotion, personal selling and publicity has enabled the company to fight with other competitors and consequently increases sales of the company.

 

1.2       STATEMENT OF THE PROBLEM

Promotion is a key element of the marketing strategies. It is very vital to the marketing process although it is costly, it helps infirmity customers about the right products and services.

The promotional strategies is made-up of advertising, sales promotion, personal selling and publicity. The four components of the promotional programme are used in isolation, they go in pari-pasu. For example, though advertising may be most suitable for a purpose and sales promotion for another, the two are often employed simultaneously, the relative emphasis depending upon circumstances. Advertising may be used to support sales promotion and vice versa,

The pharmaceutical programmes, itself is in turn one aspect of the firms marketing strategy. Decisions that are made in this area must therefore be consistent with decision about the product, price and distribution.

However, it is disheartening to note that both producers of tangible and intangible (services) tend not to supplement or use there promotional tools interchangeably. For instance, most services establishment have solely depend on advertising for the purpose of promoting their business and this tends to affect them in terms of consumer patronage.

Furthermore, the industry has solely neglected the other promotional tools particularly personal selling in promoting their business. This development has not affected their operations only but also the consumer perception of their offering.

 

1.4       OBJECTIVE OF THE STUDY

The objective of this work is to show the effects of promotional strategies on new products of a company.

 

 

 

1.5       STATEMENT OF HYPOTHESIS

Ho:      There is no significant difference between the sales of the company product through personal selling and sale through wholesalers.   

Hi:       There is significant difference between the sales of the company production through personal selling and sales through wholesales.

 

Ho:      There is no significant difference between the sales recorded when advertising is done and when not.

Hi:       There is significant difference between the sales recorded when advertising is done and when not.

 

Ho:      There is no significant difference between the market share controlled by the company and the competitors share.

Hi:       There is significant difference between the market share controlled by the company and the competitors share.

 

1.5       SIGNIFICANCE OF STUDY

This research after completion would enable Gloxo Nigeria Plc. Agbara Lagos (Pharmaceutical industry) to appreciate its promotional strategies with a view of making amendments where necessary, thus providing more effective ways in achieving its  corporate objectives through promotional effort within the industry. This would contribute to the general knowledge in the field.

 

1.6       SCOPE OF THE STUDY

This research would focus on the promotional strategies which manufacturers can use in reaching the ultimate consumer with their products. Also to be investigated is the issue of selecting the most appropriate promotional strategies to be use in other to help right consumers, a retailer or a wholesale and to attain excellence in their promotional strategies at a reduced cost.

This study would also analyze the relevant turn in promotion and the factors that influence the promotion of pharmaceutical industry. Also the problems face by the Gloxo Nigeria Plc. Agbara Lagos (Pharmaceutical industry) in the process of enduring effective promotion of its products.

 

1.7       LIMITATION OF THE STUDY

The research encountered some problems during the course research works.

  1. Transportation is one of the first problems encountered during the period of going up and down to the industry to get the information.
  2. Another problem: Associated problems in the process of data collection in relation to scheduling of time.
  • The scarcity of relevant related to textbooks.
  1. Time constraint: This project researcher has a limited time lag within which the research work is to be carried, completed and submitted for approval. As a result, more data pertaining to the subject matter of this research finding couldn’t be collected and gathered.
  2. Financial constraint: There is a shortage of funds to carry out this research findings at the writers (researcher) disposal. This includes among others the cost of stationeries, project building as well as transportation costs which prevent the researcher from embarking on a more comprehensive research work.
  3. Lack of cooperation: Some respondent reluctantly refused to obtain questionnaire from the researcher on the pretext of wasting time and others that obtain theirs even misplaced them. Even the staff that gave me the historical background and organizational structure of the Glaxo Nigeria Plc, Agbara Lagos (Pharmaceutical Industry) did so correctly out of fear of being noticed.

 

1.8       DEFINITION OF TERMS

Promotion: This can be defined as the process of communication between seller and potential buyer to influence attitudes and behaviours personal selling involves direct face-to-face communication between seller and potential buyer. Mass selling is defined as communication with the large numbers of the potential customers.

It is also defined as the process of marketing technologies which are used usually on temporary basis to make goals and services more attractive to customers or the potential buyers.

Places: Place means the various activities the company undertakes to make the product accessible and available to target customer, the management is responsible to select and manage the trade channels through which the product will reach the right market at the right time and develop a distribution system.

Marketing Mix: marketing mix as “the term used to describe the combination of four inputs that contribute the cone of the company system” while another looks it as the process of a set of controllable variable that the firm can use to influence the buyer response.

Industry: It means on establishment that make use of mechanical in reactions or machineries in the production process.

Impact: It means the profound effect or influence, which any activities has on its environment.

Promotion: It could be defined as any action displayed to bring the product to the knowledge of the public. It is part of direct and indirect advertising programmes, which is intended to stimulate quick sales action and it also consisting and personal selling helping to make them more effective e.g special price sales, free sample distribution, premium offers contests coup offers, point of sales demonstrations, pack product offers.

Public Relations: This can be defined as the process of management function that evaluate public attitudes, identify the policies and producers of individuals or organization with the public interest and executive a progarmme of action to earn public understanding and acception.

Advertising: According to Philip Kolter, it is defined as any paid form of non-personal presentation and promotion of ideas, goods and services by an identified sponsor.

Personal Selling: It can be defined as the process of match up specific product with customer on a person-to-person basis to secure ownership transfer. it is also an oral presentation of items of product or services to the buyers. These methods are used in selling high complex technical products.

Price: This is made about product planning and of pricing polices by the management. It is also defined according to the Cardiff (1980) as promotional misers of promotional activities where all promotional elements are used effectively and each is assigned adequately with weight in the total a product can be defined as those thing offered to a market which includes, physical objectives, social amenities for satisfactions, this includes not only physical products or services offered but also personality’s idea and organizations.

 

 

 

THE IMPACT OF MERGERS AND ACQUISITIONS ON BANKS LIQUIDITY AND PROFITABILITY (A CASE STUDY OF UNITED BANK FOR AFRICAN PLC.)

ABSTRACT

The purpose of this project is to examine the impact of merger and acquisition on bank liquidity and profitability in Nigeria. The method of analysis made use was chi-square statistical system. The analysis revealed that mergers and acquisition on banks strengthen the liquidity and profitability position of bank in Nigeria. Finally the report recommends that government should periodically through the CBN intervene in the activities of banks to avoid bank distress and failure.         

 

TABLE OF CONTENTS

 Title page                                                                                                                    i

Certification                                                                                                                ii

Dedication                                                                                                                  iii

Acknowledgement                                                                                                      iv

Table of content                                                                                                          vi

Abstract                                                                                                                      v

 

CHAPTER ONE : INTRODUCTION

1.1       Background of the study                                                                                1 – 2

1.2       Statement of the problem                                                                               3

1.3       Justification of the Study                                                                               3

1.4       Objective of the study                                                                                    3 – 4

1.5       Statement of the hypothesis                                                                                       4

1.6       Scope of the study                                                                                          4 – 6

1.7       Definition of terms                                                                                         7 – 8

1.8       Organization of the study                                                                               8

1.9       Limitation of the study

 

CHAPTER TWO: LITERATURE REVIEW       

2.0       Introduction                                                                                                    9

2.1       Profile of UBA Plc                                                                                         9 – 11

2.2       Review of Related literature                                                                           12 – 14

2.3       Evolution and Development of Banks on Nigeria                                          14 – 15

2.4       The concept of Mergers and Acquisition                                                        15

2.5       Cause of merger and acquisition                                                                     17

2.6       Procedure of merger                                                                                       17 – 18

2.7       Impacts of merger and acquisitions on bank performance                             18 – 20

2.8       Problem of Merger and Acquisition                                                               20

 

 

CHAPTER THREE : RESEARCH METHODOLOGY

3.1       Sources of data                                                                                               21

3.2       Research hypothesis                                                                                        21

3.3       Research design                                                                                              21

3.4       Study population                                                                                            22 – 23

3.5       Sample design and procedure                                                                         23

3.6       Data Collection Instrument                                                                            23

3.7       Administration of Instrument                                                                                     23

3.8       Procedure of data analysis                                                                              24

 

CHAPTER FOUR: DATA ANALYSIS AND PRESENTATION  

4.1       Presentation of analysis of data using research questions                              25

4.2       Presentation and analysis of data using hypothesis                                        25

4.3       Findings and Discussion                                                                                 25 – 27

4.4.1    Statement of account                                                                                      27

 

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION 

5.1       Summary

5.2       Conclusion                                                                                                      28

5.3       Recommendations                                                                                          28

5.4       Suggestion for further studies                                                                        29

Appendix I                                                                                                      30

Appendix                                                                                                        31

References                                                                                                      32

CHAPTER ONE

INTRODUCTION

 

1.1       BACKGROUND OF THE STUDY

Banks are the linchpin of the economy of any country. They occupy central position in the country’s financial system and are essential agents, in the development process. By intermediating between the surplus and deficit savings’ units within an economy, banks mobilize and facilitate efficient allocation of national savings, thereby increasing the quantum of investments and hence national output (Afolabi, 2004). Through, financial intermediation, banks facilitate capital formation (investment) and promote economic growth.

The decade 1995 and 2005 were particularly traumatic for the Nigerian banking industry with the magnitude of distress reaching an unprecedented level, thereby making it an issue of concern not only to the regulatory institutions but also to the policy analysts and the general public. Thus, the need for a drastic overhaul of the industry was quite apparent In furtherance of this general overhaul of the financial system, the Central Bank of Nigeria introduced major reform progranunes that changed the banking landscape of the country in 2004. The main thrust of the 13-point reform agenda was the prescription of minimum shareholders’ funds of 25 billion for Nigerian Deposit money bank not later than December 31,2005. In view of the low financial base of these banks, they were encouraged to merge. Out of the 89 banks that were in operation before the reform, >80% (75) of them merged into 25 banks while 14 that could not finalize their consolidation before the expiration of the cleadhne were liquidated.

To a large extent, consolidation is based on a belief that gains accrue through expenses reduction, increased market power, reduced earnings volatility and scale and scope economies. However, the characteristics of the kmd of reforms induced mergers and acquisition of the banking industry creates doubts about its potentials of realizing efficiency gains. A deeper look at the 25 banks that emerged after the consolidation shows that most banks that were regarded as distressed and unsound regrouped under new names or fused into existing perceived strong banks not necessarily to correct the inefficiency in their operating system but just to meet the mandatory requirement to remain afloat and to continue business as usual.

Mergers and acquisition or any other form of consolidation may influence bank interest rates, competition and transmission mechanism of monetary policy in so far as the increase in size and the opportunity for reorganization involved may either provide gains in efficiency that bear on marginal costs or give rise to increase in market power or both together. Gains in efficiency would be obtained in moving on to greater scale of activity (if there are economies of scale). Since, the essence of any reforms is to bring greater efficiency not only in the operation but also their contributory role to the overall economy then it is important to also raise the issues whether the recent mergers and acquisitions have really impacted positively on both credit allocation and saving mobilization through reduced cost of borrowing and increased returns on savings.

Whether or not bank mergers actually achieve these expected performance gains still remain critically an empirical question. If consolidation does, in fact lead to gains then shareholder wealth can be increased. On the other hand if consolidating entities do not lead to the promised positive effects then mergers may lead to a less profitable and valuable banking industry. Mergers and acquisitions are commonplace in developing countries of the world but are just becoming prominent in Nigeria, especially in the banking industry.

In a sense, merger and acquisition simply ünplies the survival of the fittest and the best, i.e., a bigger, more efficient, better-capitalized more skilled industry It is primarily driven by business motives andJor market forces and regulatory interventions. The issues therefQre which this study intend to address are whether merger and acquisition will bring about efficient reliable and sound capital base for the bank that fully embraced mergers and to what extent can bank merger boost the confidence of the customers, the investors, the shareholders and ability to finance the real sector of the economy.

Therefore, since the importance of merger and acquisition cannot be overemphasized, this prompted the researchers interest to assess the perceived consequences of mergers and acquisitions on the banking sector in Nigeria.

 

 


1.2       STATEMENT OF THE PROBLEM

Merger and acquisitions especially in banking industry is now a global phenomenon. In united state of American, there had been over 7,000 cases of bank mergers since 1980, while the same. Trend occurred in the United Kingdom and other European countries. Especially in the period (1997 – 1998) 203 bank mergers and acquisitions took place in the area. In many emerging market, consolidation has also become prominent as banks strive to become more competitive and resilient to shocks as well as reposition their operation to cope with the challenges of the increasingly globalize baking system for clarity, we can summarize the major problem of many Nigeria banks as follows.

  1. Capital deficiency is one of the problem mergers and acquisition can cause if a bank not have enough capital to stand on its own.
  2. Weak management and poor corporate government: These is inappropriate record and of banks and inadequate of government policy.
  3. Gross insider abuses: This is the result in huge non-performing insider related credit.
  4. Over dependency on public sector deposit: this also a problem facing the Nigeria banking sector when they over rely on customer deposit.
  5. Insolvency, as evidence by negative capital adequacy ratios and shareholders funds that had been completely erodes by operating losses.
  6. Late publication and misrepresentation of annual account: When there is no competent staffs to make proper record on the annual account records.

 

1.3       JUSTIFICATION OF THE STUDY  

Due to the threat of distress and for the Nigerian Banking Industry to perform active development role in Nigeria economy and to be a competitive player in Africa region in global financial system.

 

1.4       OBJECTIVE OF THE STUDY

The following are the objective for embarking upon this project research.

  1. To identify the causes of mergers and acquisitions
  2. To analysis the possible implication of mergers and acquisitions on banking industry
  3. To offer possible solutions to the problems of acquisitions.

 

1.5       STATEMENT OF HYPOTHESIS

Towards the achievement of the above objective the following hypothesis are formulated.

  1. Ho: Merger and acquisition will not strengthen the capital and base liquidity of the banks.

Hi:  Merger and acquisition will strengthen the capital and base liquidity of the banks.

 

  1. Ho: Merger and acquisition do not have effect on profit

Hi:  Merger and acquisition do have effect on banks profit

 

  1. Ho: Merger and acquisition are not tools for expansions in banks credit

            Hi:  Merger and acquisition are tools for expansion in banks credit

 

1.6       SCOPE OF THE STUDY

The study will cover 25 banks, which Nigeria had after consolidation and focus will be made mostly on United Bank for African Plc (being a case study of this researcher). Also findings in the UBA plc will enable the researcher to make generalization of the study population.

1.7       DEFINITION OF TERMS                                     

BANK/BANKER

According Reylon, (1996) Bank is a company carrying on the business of receiving money and collecting drafts for customers subject to the obligation of honoring cheque? drawn upon them from time to time by the customer to the extent of the amount available on their current account while banker is defined as individual, partnership or corporation whole sole or predominating business that is the receipt of money on current or deposit account and the payment of the cheque drawn by and the collection of cheque paid in by a customer

 

MERGER

According to Margaret Dilloway (200): Merger is defined as the coming together of two or more companies to form a single one. Also defined as a voluntary or enforced coming together of two or more companies by forming a single company, we can also define it as the existing business under a different or the same name with different owners.

ACQUISITION

Afolabi (2004): define acquisition as unequal companies becoming one (i.e. one is bigger than the other). It can also be define as absorption of the company to another, so that the acquired company retains it’s identify and acquired company retains it’s identify and acquired company cases to exist. Also as the purchase of a business by another company being purchase (absorbed) is wound up.

CAPITALIZATION

According to Oyetunde, (2005): capitalization is defines as an important component of reforms in the Nigeria banking industry, owing to the fact that a bank with a strong capital base has the ability to absolve losses arising from non performing liabilities.

CONSOLIDATION

The declaration by CBN that the minimum capitalization should be #25 billion with full compliance for the banks that cannot meet up with this requirement, mergers and acquisitions will apply as a consolidation.

CAPITAL DEFICIENCY

Capital deficiency is one of the problem mergers and acquisition can cause if a bank not have enough capital to stand on its own.

INSOLVENCY

Insolvency as evident by negative capital adequacy ration and share holder’s funds that had been completely, eroded by operating losses.

 

1.8       ORGANIZATION OF THE STUDY

The project research contains five chapters those are arranged in sequential order chapter one, is the introduction will explained how the researcher become interested in the study and the need for the study. This section also contains many major buses heading such as statement of the problem, justification for the study, objective of the study, statement of the hypothesis, scope of the study, organization of the study and limitation of study.

Chapter two literature review, this serves two purposes in this research study (i) to provided excellent background on the area of interest and to supply a number of good lead on the study (ii) to demonstrate that I have studied the problem area and acknowledgeable about it. The review of related literature will be in an organization form with appropriate sub head to indicate the topic covered. Chapter three methodologies, this contains the following sources of data/introduction, research question and hypothesis under this, at least five question research design, study population clearly defined the target population that is being studies, sample design and procedure, data collection instrument, administration of instrument and procedure for data analysis. Chapter four presentations and interpretation, this chapter includes presentation and analysis of data using research question and general discussions. Chapter five contains summary, conclusion and recommendation.

 

THE IMPACT OF COMPUTERIZATION ON THE PRODUCT CREATION AND SERVICE DELIVERY (A CASE STUDY OF MAINSTREET BANK)

ABSTRACT

This research work is to show the impact of computerization on product creation and service delivery in Nigeria banks. However, the project work was designed to examine the impact of computerized banking operation that is how banks operate effectively with the use of computer system. The method of gathering information was through the use of questionnaire, data collection through primary and secondary data from the data collected, it was review that information was from many sources, examples are staff and manager of the bank, customers according to their period of patronage, textbooks relating to the topic and some relevant printout relating to the case study of the topic hypothesis testing were analyzed and also the usage of percentage. This topic was chosen to enlighten people’s knowledge on how technology has helped bank to perform effectively in there course of operation. From various findings, it was discovered that banks can transact business while sitting in a place to different countries through the introduction of computer. The study tested the effectiveness of the services render by banks to customers through the introduction or impact of computers This study is therefore useful to student who intends, to have the same knowledge in order to improve their knowledge on the impact of computers in product creation and service delivery in Nigeria banks.

 


TABLE OF CONTENTS

 

Title page                                                                                                                    i

Certification                                                                                                                ii

Dedication                                                                                                                  iii

Acknowledgement                                                                                                      iv

Abstract                                                                                                                      v

Table of content                                                                                                          vi

 

CHAPTER ONE: INTRODUCTION

1.1       Background of the study                                                                                1

1.2       Statement of the problem                                                                               1

1.3       Statement of hypothesis                                                                                 2

1.4       Objective of the study                                                                                    2

1.5       Justification of the study                                                                                2

1.6       Scope of the study                                                                                          3

1.7       Organization of the study                                                                               3

1.8       Limitation of the study                                                                                   3 – 4

1.9      Definition of term

CHAPTER TWO: LITERATURE REVIEW

  • Introduction 5
  • Literature review 5
  • Evolution of computerization in Nigeria banks 6 – 7
  • Computer based products and services 7 – 8
  • Products and services delivery in banks 8
  • Impact of computerization on service delivery 8
  • Problem/constraints of computerization 8 – 9

 

 

CHAPTER THREE: RESEARCH METHODOLOGY

  • Introduction 10
  • Research design 10
  • Study population 10 – 11
  • Sample design and procedure                         11
  • Data collection instrument 11 – 12
  • Test of validity and reliability of instrument 12
  • Administration of instrument(s) 12 – 13
  • Procedure for data analysis                                                                           13
  • Limitation of data collection

 

CHAPTER FOUR: DATE PRESENTATION AND ANALYSIS 

4.1       Presentation and analysis of data                                                                   14 – 18

  1. 2 Testing of hypothesis                                                                                    18 – 19

4.4       Summary of Findings                                                                                     19 – 20

 

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION

5.1       Summary                                                                                                         21 – 22

5.2       Conclusion                                                                                                      22

5.3       Recommendations                                                                                          22 – 23

5.4       Suggestions for further study                                                                         23

References                                                                                                      24

Appendix i                                                                                                      25

Appendix ii                                                                                                     26 – 28

 

 

 

 


CHAPTER ONE

INTRODUCTION

1.1       BACKGROUND OF THE STUDY

            Today’s business environment is very dynamic and undergoes rapid changes as a result of technological innovation, increased awareness and demand from customers.

The application of information and communication technological concepts, techniques, policies and implementation strategies of banking services has become a subject of fundamental importance and concerns to all banks and indeed a prerequisite for local and global competitiveness. Information and Communication Technology (ICT) directly affects how product managers decide,  plan and what products and services are offered in the banking industry. It has continued to change the way banks and their corporate relationships are organized worldwide and the variety of innovative devices available to enhance the speed and quality of service delivery. Some banking services have been revolutionized through the use of ICT as including account opening, customers account mandate and transaction processing and recording.

This study also help to facilitate that bank now offers customers the flexibility of operating an account in any branch irrespective of which branch the account is domiciled through the help of technology and how bank make product available to their customers through effective service delivery.

 

1.2       STATEMENT OF THE PROBLEM

The major problems faced by banks in trying to improve their services towards satisfying their customers despite improvement in technology are highlighted below and the possible questions would have to be answered as the statement of research problem.

  1. Why do we still find congestion in bank’s counters?
  2. Why do customers complain about poor services rendered by banks despite computer operation?
  3. Why do customers move from one bank to another?
  4. Why there is a lack of confidence by customer during crisis?
  5. Why is it that, there is no improvement in services despite computerization?

 

1.3       STATEMENT OF HYPOTHESIS

Towards the achievement of the above objective the following hypotheses are formulated.

HYPOTHESIS I

Ho:      Computerization does not enhance accurate and timely calculation

Hi:       Computerization has enhance accurate and timely calculation

 

HYPOTHESIS II

Ho:      Computerization does not facilitate quick cheque reference.

Hi:       Computerization has facilitated quick cheque reference.

 

HYPOTHESIS III

Ho:      Computerization does not aid job processing quality and promptness.

Hi:       Computerization has aided job processing quality and promptness.

 

1.4       OBJECTIVES OF THE STUDY

The main objectives of the study are:

  1. To highlight the benefit and problems encountered by banks.
  2. To find out why customers still experience difficulties while transacting banking transactions with their banks
  3. To analyze how banking industry can be fully geared their operations through the impact of computerization.
  4. To introduce to us the importance of computerization and how it can be effectively planed in banking activities.
  5. And lastly, to examine the area of banking audit and benefit with its control in the banking industry.

 

 

1.5       JUSTIFICATION OF THE STUDY

            This study will afford the management in the banking sector the opportunity of knowing the course of actions to take in improving their services towards satisfying their customers and importance of computerization operations.

The study will discuss the importance of computerization to Main-street Bank limited by using secondary data to tackle some of the highlighted problems, also it would be useful for background knowledge of students and those who require research information on the subject matter.

 

1.6       SCOPE OF THE STUDY

This study is to affirm that the impact of computers improve service delivery of a bank. The study will be limited to the case study; Main- Street Bank Limited (Osogbo) which is expected to be a good representative of all banks in Nigeria.

For the purpose of the study, necessary data will be collected mainly from customers, staff and top management of the bank.

The study is limited to these sources of information because of the unavailability of sufficient resources and time which would have made the research to come with a more comprehensive result.

 

1.7       ORGNIZATION OF THE STUDY

            This project work consists of five chapters in which, chapter one is introduction which consist of background of the impact of computerization on product creation and service delivery in banks in Nigeria statement of the problem, justification of the study, objectives of the study, research hypothesis, scope of the study and limitation of the study

Chapter two is literature review which consists of introduction, review of related literature, operational scope of the bank, measurement of the bank performance, impact of product creation and service delivery on banks, the factors affecting service delivery of banks and problems of bank operation on computerization.

Chapter three is methodology which consists of sources of data, research design, study population, sampling design and procedure, data

a collection, instrument administration of instrument and procedure of data analysis

Chapter four concern with presentation and interpretation of data which consist of presentation and analysis of data according to hypothesis and general discussion and chapter five is summary, recommendation, conclusion and suggestions for further studies on product creation and service delivery in Nigerian banks.

 

1.8       LIMITATION OF THE STUDY

            There are numbers of factors that militate against the researcher carrying out its duty effectively and efficiently some of these are;

Time constraint: – since research can not end, no matter is the time it may be given in carrying out research.

 

Operative attitude of some official visited: – To obtain information from some of the bank is not an easy task, especially material which banks tagged “SECRECT” or some no go area covered not to be obtained. Also bank officials were not cooperating, thinking the researchers are from the State Security Service / criminal investigation department  which serves as a watchdog.

 

The school management policy: – Since it is a known fact that two things cannot be done at a time, the school management should schedule the examination period to that of project work differently in order to have effective discharge of duty by researcher.

 

Financial problems: – One of the major problems faced by the researcher is inadequate finance which was contribute by the researcher who are student and solely dependant.

Inadequate source of data collection: the library source served little or no purpose of the study because there are no textbooks and other related material on the topic. This creates additional burden and expenses to us for looking elsewhere for current information on internet and relevant textbook on the study.