CUSTOMER SERVICES COMPUTERIZATION IN NIGERIAN BANKS
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CUSTOMER SERVICES COMPUTERIZATION IN NIGERIAN BANKS
ABSTRACT
This article is an attempt to provide more light on the computerization of customer services in Nigerian banks. Customers complain that bank services are slow and that their time is usually squandered.
But on the bank’s side. They must guarantee that transactions are correctly recorded for the sole aim of having a satisfactory record to avoid misappropriation and unhappy elements.
This is the fundamental function of any bank, but unfortunately, it appears to be the source of most banks’ inability to meet customer demand.
With computers being the fastest mode of data processing, Nigerian banks have used computation customer services, which has proven to improve their performance.
In light of this research project, which aims to analyse the use of computers in customer services in Nigerian banks with the goal of identifying problems, advantages, and disadvantages, as well as suggesting various ways of enhancing good or better customer services in Nigerian banks using the United Bank for Africa as a case study.
INTRODUCTION TO CHAPTER ONE OF COMPUTERIZATION OF CUSTOMER SERVICES IN NIGERIAN BANKS
1.1 GENERAL BACKGROUND OF THE STUDY
The origins of the United Bank for African Plc can be traced back to its processor. British and French banks are both limited. Massrs E.G. Humgerbulher and C.H. Baker arrived in Nigeria in early 1949 from BNCL, Paris, having metamorphosed from Banque National Pource Commerce et al Industries of Paris (formed in 1952).
But men built the British and French banks; Mr. Hungenblulen resigned immediately after the bank was founded, while Mr. Baker continued on as aim officer for a few years. Mr. Herte Wroche was another major influence in the formation of the bank.
He was the head of BNCI’s foreign business and was instrumental in the new bank’s quick growth. The British and French Bank commenced operations in Nigeria in May 1949, at 117, wide Lagos, which now houses a portion of the kin’s way stocks complete.
The bank occupied a level of the building at the intersection of Danies and Broad streets, and it officially started for operation in December 1949 with a staff of roughly 12.
The bank went public in 1960 under the leadership of a Frenchman seconded from BNCI Paris in accordance with the firm’s policy and plan to sell some of its shares to Nigerians. The United Bank for Africa Plc was formed on February 23, 196, to take over the assets and liabilities of the British and French banks.
On October 3rd, 1961, the bank reopened for business under its new name. With its establishment, UBA became the first multinational bank operating in Nigeria to be registered under Nigerian law, with its registered office at 129129 Broad Street, Lagos.
The following banks had more than four million in paid-up capital.
– Banks in the United Kingdom and France
– Italian Nazi banker Onaledell Laurenro
Italia’s Moute Dei Paschi desiena
– Banks Trust of New York, United States of America
– The Amsterdam Rottedam Bank of Holland
By 1961, the bank had expanded from its single office to ten branches in Lagos, Kano, Kaduna, and Port Harcourt. Since then, the bank has grown from strength to strength.
Today, UBA Plc has over 250 branches distributed across the country, with experienced employees assigned to each. It features a string capital basis and a third strength rating. In terms of capital basis and assets, the bank is the largest in the country.
1.2 STATEMENT OF THE PROBLEM
Findings and research about this research project indicate unambiguously that the lack of computerization of customer services in the banking industry is the main cause of those defects because of the increase in employment of unqualified staff and poor service rendered to customers in banking industries over the years (1998-2002).
Low productivity in commercial banks is also caused by a lack of computerization of bank customer care and is difficult to overcome without the use of computers in the banking industry.
1.3 GOALS AND OBJECTIVES OF THE STUDY
In general, before conducting any research, there must be a goal in mind. These are the goals:
– Examining the role of computers in the bank’s operations and their impact on customer care.
– To relate the function to its actual application in the United Bank for Africa Plc.
– To highlight the importance of computerised customer service in UBA Plc.
– To assess the future and or bankers of computer as it affects customer service in banks (if any)
– To make suggestions to some problems encountered and to recommend to users certain producers that will improve the attainment of effective and efficient computerised customer services in UBA Plc.
– To contribute to the general body of knowledge.
1.4 SIGNIFICANCE OF THE STUDY
The study’s relevance is that customers and personnel of UBA Plc in particular, as well as the general public, would be able to understand the importance of computer use in the banking industry, with particular reference to UBA Plc Kaduna main branch.
They will also be able to see how efficiency affects the bank’s clients.
By the completion of this study project, the researcher’s understanding of the usage of computers at UBA Plc and the benefits associated with them will have grown.
1.5 THE STUDY HYPOTHESIS
A hypothesis is a definite expectation about the nature of things drawn from a problem; it is a tentative and testable explanation usually in the form of a declaration from the relationship between variables, which might be generic or specific.
Customers are unaffected by the computerization of customer services at UBA Plc Kaduna main Branch.
The installation of a computer in the UBA Plc Kaduna Branch has substantially improved the dependability and attention of services provided to consumers.”
These are the assumptions that this research will test to see if they are correct or not.
1.6 SCOPE OF THE STUDY
The research effort focuses on computerised customer services in UBA Plc’s Kaduna Branch as a case study. As a result, the research is limited to UBA Plc’s main branch in Kaduna. It will not be extended to other branches inside KadunaState, and it will also last from 2003 to 2007.
1.7 SUMMARY
Given the significance of computer introduction to banking sector, customers and staff of United sector, customers and personnel of United bank for African Plc in particular, and the general public would be aware of the significance of computer introduction.
Furthermore, the researcher for this study will gain more understanding about computers and the benefits they provide.
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