THE NEED FOR IMPROVED CUSTOMER SERVICES IN THE BANKING INDUSTRY(A CASE STUDY OF UNION BANK OF NIGERIA ENUGU MAIN BRANCH)

The business organization operates in an environment and through its interactions with the various elements of this environment, it justifies its existence. The customers is the essences of business. The business organizaiton is expected to continually to satisfy it customer hence this work gets out to investigate the need for improved customer services in the banking industry with particular reference to union Bank of Nigeria PLC The method applied in this study is a combination of content analysis and survey research the data were sources through both instrument used availed the research the opportunity to have a first hand information. The method applied in this study is a combination of content analysis and survey research the data were sources through both primary and secondary sources and the instrument used availed the research the opportunity to have a first hand information. The unit of analysis Union Bank of Nigeria PLC Garden Avenue branch and social artifacts , and the data collected from the units are presented in tables and analyzed using chi-square (x2) method. Among he major finding of this research work including that the dissatisfaction experience by customers is due to the inefficiency of the bank staff there is a relationship between improved service delivery and bank efficiency and bank profitability. But owing to the limitation encountered further studies should be carried out to service between two banks operating with the country