CHAPTER ONE
INTRODUCTION
BACKGROUND OF THE ESSAY
Customer Satisfaction is perception of customer about a company and in relation to whether his or her expectation is met or not (Praline, 2007). Over the years a feeling of discontentment among customers and users of bank services developed gradually with regard to irregular rendering of banks statement delay in clearing and crediting changes lodged, failure to receive prior guidance and endless queues at the banking hall and numerous other frustrating and organizing experiences of customers generated dissatisfaction with the banks. The profits declared annually by the bank generate some resentment to their customers and other uses of the service who believed nightly or through that the service they received from the banks are mostly inadequate and ineffective. Many of the bank service in Nigeria need to be received. The review should be seen as an attempt by the banks to determine the most effective approaches for satisfying customers needs. For instance, the introduction of computer technology was to enhance the quality of banking services to their customers but the rate of effective utilization of computers still remain very low.
