CUSTOMER ORIENTATION IN BANKING INDUSTRY

    This research project is a very crucial study for Ohha community Bank in Ltd. The study was motivated by the necessary to establish marketing department in order to satisfy their customers in the most efficient and effective way.
    Ohha community bank was establish in 1997 and has been since entertaining their customers with services.
    Meanwhile, the aim of this research work is to find out whether the customers are satisfied with the manner in which services of the bank are rendered, to identify the delivery's system of banking services and determining their effectiveness. And also, to formulate marketing strategies and make recommendations that would be more effective in the marketing of banking services.
    To solve the research problem both primary and secondary data were collected. The research instruments used in collecting the data were questionnaires and oral interview. The respondents comprised of the staff/management and the customers of the bank.
    In organizing and presenting data collected, tables, frequencies and percentages were used. The various hypothesis were tested using the chi- square (X2) .
    Data analysis and interpretation gave the following findings: -
1.    Most of the respondents are not satisfied with the time spent in Ohha bank.
2.    Some of the respondent are not satisfied with the services of the bank.
Based on the findings, the researcher recommends that:
    Ohha Community Bank should employ an expertise's on computer in order to help speed up their services and also saves time for their customers. They should also employ old experience workers and mixed it up with new experienced once.
    Finally, if Ohha Community Bank will acknowledge the recommendations so made, I think it will enable them to achieve their aims and objectives of the bank.

Title page                                 II
Approval page                             III
Dedication                                 IV
Acknowledgement                         V
Abstract                                 VII
Table of contents                            IX

CHAPTER ONE  
    Introduction
1.1    Background of the study                     2
1.2    Statement of problem                     4
1.3    Objectives of the study                     5
1.4    Research hypothesis                     6
1.5    Significance of the study                     7
1.6    Scope of the study                         8
1.7    Definition of terms                     9

CHAPTER TWO
    REVIEW OF RELATED LITERATURE  
2.1    Overview of the marketing concept         11
2.2    Marketing strategies for banking services     14
2.3    An overview of banking industry             16
2.4    Product policy in banking                  18
2.5    An overview of marketing of services.         19
2.6    Quality of services in the banking industry    24
2.7    Ohha community bank and customer orientation. 26

CHAPTER THREE
    RESEARCH METHODOLOGY
3.1    Sources of data collection                 28
3.2    Population of the study                     29
3.3    Sample size determination                 30
3.4    Method of data analysis                     32
3.5    Respondent instrument used                 33
3.6    Limitations of study                     33

CHAPTER FOUR
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
4.1    Data presentation and analysis                 35
4.2    Test of hypothesis                         47

CHAPTER FIVE
SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION
5.1    Summary of findings                     53
5.2    Recommendations                        54
5.3    Conclusion                             55
BIBLIOGRAPHY                         57
Appendix                             60