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.