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THE IMPACT OF BANKING SERVICES ON CUSTOMER SATISFACTION

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THE IMPACT OF BANKING SERVICES ON CUSTOMER SATISFACTION

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THE IMPACT OF BANKING SERVICES ON CUSTOMER SATISFACTION      

TABLE OF CONTENTS

 

 

Title page                                                                                                                     i

 

Certification                                                                                                                ii

 

Dedication                                                                                                                  iii

 

Acknowledgement                                                                                                      iv

 

Abstract                                                                                                                      v

 

Table of content                                                                                                          vi

 

 

 

CHAPTER ONE

 

1.0       Introduction                                                                                                    1

 

1.1       Background of the study                                                                                1 – 2

 

1.2       Justification of the study                                                                                2

 

1.3       Statement of the problem                                                                               2 – 3

 

1.4       Research Question                                                                                          3

 

1.5       Objective of the study                                                                                                3

 

1.6       Research Methodology                                                                                   4 – 7

 

1.7       Customers satisfaction research survey                                                          7 – 8

 

1.8       The scope of the study                                                                                   8

 

1.9       Limitation of the study                                                                                   8

 

 

 

CHAPTER TWO

 

2.0       Literature review                                                                                             9

 

2.1       Customer satisfaction                                                                                     9 – 11

 

2.2       Banking services                                                                                             11

 

2.3       Differences between goods and services                                                        11

 

2.4       Quality Management planning                                                                        11 – 12

 

 

 

CHAPTER THREE

 

3.0       Research methodology                                                                                   13

 

3.1       Research design                                                                                              13

 

3.2       Questionnaire design                                                                                      14

 

3.3       Type of data used                                                                                           14

 

3.4       Procedure for collection of data                                                                     14

 

3.5       Instrument used in data collection                                                                  14 – 15

 

3.6       Method of data analysis                                                                                 15

 

 

 

CHAPTER FOUR

 

4.0       Date presentation and analysis                                                                       16

 

4.1       Interpretation and Analysis of data                                                                16 – 19

 

4.2       Testing of hypothesis                                                                                      20

 

4.3       Summary of findings                                                                                      20

 

 

 

CHAPTER FIVE

 

5.0       Summary, Conclusion and Recommendation                                                 21

 

5.1       Summary                                                                                                         21

 

5.2       Conclusion                                                                                                      21 -22

 

5.3       Recommendations                                                                                          22

 

5.4       Suggestion for further research studies                                                          23

 

References                                                                                                      24

 

 

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  • Store Name: project topics
  • Vendor: ProWriters
  • Address: 15 ikpa road
    Uyo
    Akwa Ibom
    520231
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