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Full Project – Effect of customer service management on company development

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CHAPTER ONE

INTRODUCTION

1.1 Background to the Study

This chapter gives an insight of this research work as shall be outlined side by side with other contributors view. Many managers and analysis believe that customer services management can substantially improve co – operate performance but despite case studies and theoretical analysis of the optimal ways to organize workplaces and manage labor (Lazear, 2011) there is little systematic evidence on the actual impact of these practices on performance.

Empirical research on customer service management that does exist tends to focus on blue collar workers in manufacturing despite the fact that most employees work in white collar occupations and service sector are particularly rare, partly because of the problems in measuring output in sector (Grilches 2012). This paper extends the effect of relationship between the customer service management environment and establishment performance to the service sector by examining the branch operations of one of the commercial banks.

A unique questionnaire approach adopted for data source to be used for this research project. Although analyzing data from one company may lead to the criticism that the endings cannot be generalized to other work settings, the two important reasons for focusing on one company in producing the same product using the same production process. It is possible to estimate the impact of the customer service management environment without worrying about the confounding impact of unmeasured attributes of the terms production process.

The extent to which, if any customer management (HRM) impacts in company performance has emerged as the central research question in the personnel/HRM èeld (see Becker and Gerhart, 2016) although initial results indicate that some customer services practices may have a positive effect on company performance most scholars suggest that more conceptual and empirical work is required (Brewster, 2004, Zhu, 2004) for the moment although customer services (HR) are considered as the most in an organization, they made a difference only for a one organizations (Pfeffer 1998: Wimbush 2005).

The link between customer services (HR) and firm growth is well documented in classic economic theory overwhelming evidence suggest growth is driven by specialization and division of labour in the processes of generation and attraction/ development of technological opportunities.

Firms growth is often seen as an indication of market acceptance and firm success (Fesser and Willard 1990) Growth is considered as a top strategic priority for most firms yet only few companies achieve growth and ever fewer in manufacturing in (Baum and wally, 2003) assuming that firm growth involves more purposeful work and strategic decision – making than leaving it to random and chance events, the present study addresses a central research question: how do customer service management practices contribute to firm growth?

The next section reviews the relevant literature on HR practices and firm growth. A discussion of the methodology employed for data analysis, the discussion of the key results and the provision of possible events for future research.

1.2 Statement of the Problem

As a way of maintaining mutual co – existence and harmonious relationship among staff member and customers, banks created a separate department to oversee and handle customer – related compliances called Customer services department (HRD) the aim and aspirations of the department differs from bank to banks.

Thereby creating rooms for critic, despite all the efforts toward customer services development by banks, one still observes long queues whenever it comes to deposit or withdrawn money or for any other services rendered by the banks. Secondly the rate of labour turnover in banks especially commercial banks is still they high compared to what it used to be. There is no doubt that high rate of mobility contribute to the poor services rendered by banks. This is the opinion of the researcher and is very essential because a well planned development and other related incentives value to the organization in terms of increased productivity, reduction of costs and enhanced efficiency in order to achieve the company goals.

1.3 Objectives of the Study

The main objective of this study is to ascertain the effect of customer service management on company’s development of UBA Plc, in Jalingo.

Specifically, the study intents to achieve the following objectives:

To determine the effect of customer services management and its developmental stand on the day to day banking operations in an organization.
To examine the effect associated with mismanaged services accrue to banks and how it affects development in that direction.

1.4 Research Questions

This study answer the following as follow

What are the effect of customer services management and it’s developmental stand on the day to day banking operations?
What are effects associated with mismanaged service accruing to banks and how can it affect development in that direction?

1.5 Significance of Study

This research work when completed will be of immense value to the following:

Banks in Nigeria:

This study will help the management of the bank in Nigeria to improve the quality of their staff with particular reference to organization.

Bank’s Customers:

An improving banking service will save the customers time they waste in the
banks before they attended to.

Nigeria Economy:

The research work will help to alleviate our battered and shattered economy.

Bank Staff:

When banks realize the need for customer services its managerial tasks, they can predict future growth and development.

This will help in developing and shaping their future.

1.6 Scope of the Study

Personnel Aspect:

This is concerned with manpower, planning, recruitment, selection, placement, transfer, promotion, training and development, layoff and retrenchment, remuneration, incentives productivity etc.

Welfare Aspect:

This relates to providing proper work conditions, leave, medical facilities, canteen, rest rooms, workmen safety, social security, transport, education, health etc.

Industrial Relation Aspect:

This is a highly responsible and sensitive area and includes interacting with the unions, addressing grievances, disciplinary proceeding, dispute settlement, compliances with statutory requirements etc.

1.7 Limitation of the Study

The study was with constrained, some of those constraints are:

Finance:

It was not doubt a great limited of factors for this project considering the worldwide economic and the particular financial squeeze within the country. All these combined together.

Time Constraint:

There is also limited amount of time in the course of investigation. This based in the fact that the research will have other task to perform, these include often assignment in the school, going for lecture, preparation for test, examination and other to maintained out few, the school authority imposed a time limit in the submission of the complete work, base on these, the project will cover those areas that are very crucial to the problems under investigation.

Lack of Trust:

Another limitation is that the researcher was not permitted to make use of certain documents for security purpose because the organization would not like its secret to be leakage out despite the backup letter given by the project coordinators.

1.8 Definition of Terms

For better understanding of this research work, the following terms are operationally deemed.

Customer Services: This is deemed as part of management process concern with the maintenance of customer relation and assuring the physical wellbeing of employee so that they can give maximum interest really it is a par.

Employee: A worker is an employee who works for a member of the working class.

Business Development: in the context of this research is a start – up process of identifying, creating, innovating and production of marketable needs/services to satisfying them etc.

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