THE IMPACT OF ORGANIZATIONAL STRUCTURE OF COMMERCIAL BANKS ON EFFICIENT CUSTOMER SERVICE IN NIGERIA
(A CASE STUDY OF FIRST BANK PLC)

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ABSTRACT

This research is a study aimed at finding the main causes of customers of commercial banks to be prompt wherever they are in their current or saving accounts or withdrawing cash from their savings account balances or cash cheque in their current account balance.
Consequent upon this, it will determine the impact balance of the organizational structure of commercial banks on efficient customer services.
In other words, this pieces of research work goes to determine whether the organizational structure of commercial banks service in Nigeria especially First Bank (Nig) Plc.
This research was restricted to (4) four branches each in three states Lagos<P.H Enugu out of 314 three hundred and fourteen branches in Nigeria.
Both interview and questionnaires, method of data gathering were used. This categories of sample were used in this exercise namely customers clerical staff and the management staff in determine the promptness of first bank (Nig) plc to the customers. The three categories of sample contributed in determining how to solve problems of delay if any.

TABLE OF CONTENT
CHAPTER ONE:
INTRODUCTION 1
1.1 Background Of The Study 2
1.2 Statement Of Problem 7
1.3 Objective Of The Study 9
1.4 Research Question 10
1.5 Statement Of Hypothesis 11
1.6 Significance Of The Study 12
1.7 Scope And Limitation 13
1.8 Definition Of Terms 14
Reference 16
CHAPTER TWO:
LITERATURE REVIEW 17
2.1 Definition And Scope Of Organizational Structure 18
2.2 The Organization Structure Of First Bank Plc 23
2.3 Explanation Of The Organizational Cart 24
2.4 Functions Of Different Department In The Head Office 26
2.5 Service Rendered To Customers 28
Reference 38
CHAPTER THREE:
RESEARCH DESIGN AND METHODOLOGY 40
3.1 Sources Of Data 41
3.2 Interview Question 41
3.3 Research Population 42
3.4 Method Of Sampling 43
3.5 Tools Of The Analysis 44
Reference 48
CHAPTER FOUR:
PRESENTATION ANALYSIS AND
INTERPRETATION OF DATA 49
4.1 Data Presentation And Analysis 49
Reference 75
CHAPTER FIVE
Findings conclusions and recommendations 76
5.1 Findings 76
5.2 Conclusions 77
5.3 Recommendations 77
Bibliography 80

CHAPTER ONE

INTRODUCTION
A commercial bank in a country can be described as the fuel tank which supplies oil that lubricates trade and industry in order to get the wheel of economic activities in motion. A commercial banks is no larger uniquely described in terms of being a financial intermediary offering demand deposit and commercial lending service. Rather, it is a financial intermediary that provides financial service in an evolving industry.
The financial service is affected by both the organization and the structure of the bank. The quality of financial services rendered by the bank has great effect to some extent in determining the degree of patronage by the public.
Competition among banks due to the rapid growth in the number of financial institutions is so high that a wide range of institution via with one another in affricating customers and offering the customers a verity of financial services. With the foregoing the study will endeavor to examine to what extent the organizational structure of the FIRST BNAK PLC, militate against its provision of efficient service to its customers.

1.1 BACKGROUND OF THE STUDY
Commercial banking in Nigeria dates back to the early colonial period. The decline in barter system of trade and the rise in financial transaction of the colonial government required an institutions in the form of a commercial bank for safety and transmission of funds. It was for this purpose that African banking corporation based in south Africa was invited in 1892 to open a branch office in Lagos. The African banking corporation was therefore the first modern commercial bank to open a branch office in Lagos in that year.
In the year 1894 its operation were taken over by the bank of British West Africa.
In 1899, the bank in Nigeria was established by the royal Niger company. In the year 1912, the bank of British West African absorbed the bank of Nigeria and exercised monopoly over Barclays bank started operation in Nigeria, other colonial, banks joined in the later year.
The indigenization exercise abolished the existence of the expatriate banks in Nigeria. Their existence was terminated. For some of the following reason:
1. The integration of the monetary and security market for liquid assets and investment of excess reserve and in effect retardation of the emergence of local money and capital markets.
2. The banks by virtue of their interlocking relationship with important transnational banks are assured of credit Accommodation.
3. The operations of the banks failed to take into consideration the credit needs of Nigeria.
The discrimination suffered by Nigeria spurred them to attempt to found their own bank. In year 1973 the banking industry was indigenized by the federal government acquiring 40% of the equity of foreign banks in Nigeria.
This indigenous commercial banks in Nigeria represent the effort of Nigeria businessmen to establish their own banks since the expatriate banks have not been particularity interested in giving them assistance they own business.
The first effort in this direction was the establishment of the industrial and commercial bank in 1929 which failed in 1930. The Nigeria mercantile bank was formed in 1931 but it went into voluntary liquidation in 1936.
Successful indigenous banking effort in Nigeria began with the establishment of the national bank of Nigeria in 1933. The next successful Indigenous bank the African continental bank was established in the year 1957. The pan Nigeria bank was established in the year 1951. Currently there are over 60 Indigenous commercial banks in Nigeria with numerous branches spread throughout the country.
In fact, the period 1947 to 1952 witnessed the experience of bank failures in Nigeria. It has been shown from available records that these banks also collapsed with the same rapidity with which they were established.
By 1954 twenty one(21)out of the twenty five (25) indigenous banks failed due to inadequate capitalization over trading, lack of technically skilled personnel and of course poor management. The failures were an affairs for banks officials, depositor and government.
The forty three commercial banks which responded to our survey reported having a total of 397 board members for an average of about 9 members per an board. No bank has more than 15 members and no bank has more than 15 members on its board.
There appeared to b no relationship between bank size and board size or size. For example, the biggest three banks and fifteen and thirteen board members.
Similarly, some state owned banks had between five and six board members just as state owned banks had between five and six board members.
The survey also revealed that out of the 397 board members, only 154 of them had equity interest in the banks they were directing.
In other word, 234 board members were not shareholders in the bank they directed. As would be expected, the directors without equity interest were primary representing state and federal government interests in the banks. The directors were government appointees.
The indigenous bank as a group have contributed significantly to the economic development operate mostly in the indigenous business sector and have extended credit to small and large scale indigenous entrepreneur .
Secondly, they have contributed to the development or potential depositor and banking habit W.A. (1970) in his development process stat