THE EFFECT OF QUALITY SERVICE DELIVERY ON CUSTOMERS’ PATRONAGE IN THE BANKING INDUSTRY OF NIGERIA (A CASE STUDY OF FIRST BANK PLC)
By the end of 1980’s the provision of banking services in Nigeria could be described as orthodox and armchair affair. Customers sought for banks to provide them with services. They almost begged to offer them services.
Ono (1982) in his book “the foundation of Nigeria’s infrastructure, described banking in Nigeria as orthodox, a process whereby the banker sets costly in their offices watching for business which could certainly come. In contracts to orthodox banking which is dynamic, as the banker goes out scouting for potential customers.
The orthodox nature of our banking system makes the bank manager felt hat customers are to accept whatever services are offered to them, good or bad since they were not sought for but brought themselves to such offices.
BANKERS AND CUSTOMER RELATIONSHIP
Fiti (2001) in his book a dictionary of banking, he defined banks as “an establishment which deals in money receiving it on deposit from customers, honouring customers drawing against such deposit on demand, collecting cheques from customers and lending or investing surplus deposit until they are required for payment. From the above definition we can deduce that a bank is a financial institution which accept and safeguards deposits/money from customers and permit money to withdraw or transferred from one account to the other.
Doyle (2007) in his book titled “practice of banking” stated the relationship between a banker and his customer in essentially contractual, but fundamentally it is that of debtor (the banker) and creditor (the customer) vice versa depending on who is owing who. He also added that it could be referred to as the relationship of agent and principal in the wise, working relationship is governed by certain rules.
In his own contribution to the question of the banker and customer relationship, whiting stated that this relationship is governed by rules of agency, while appropriate for instance, where the banker acts as agent for his customer in collection of paying cheques on his behalf.
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