A WEB-BASED BANKING SERVICES COMPLAINT SYSTEM
This research work webbased information system for managing its complaint of customer’s data. It is a case study of Sterling Bank PLC, Abuja. The system is named WBSCS, an acronym for web based banking services complaint system. Features include login authentication process for customers, complaint reports, search help, website contact details, customer registration page, etc. The system when implemented, it will resolve the stated weakness in the system to a large extent. The programming language used in designing this application is PHP and the database for storage is SQL SERVER.
TABLE OF CONTENTS
Title Page - - - - - - - - -
Approval Page - - - - - - - -
Declaration - - - - - - - -
Dedication - - - - - - - - -
Acknowledgement - - - - - - -
Abstract - - - - - - - - -
Table of Contents - - - - - - -
CHAPTER ONE – INTRODUCTION
1.1 Background of the Study - - - - -
1.2 Statement of the Problem - - - -
1.3 Objectives of the Study - - - - - -
1.4 Research Questions - - - - - -
1.5 Research Hypothesis - - - - - -
1.6 Significance of the Study - - - - -
1.7 Scope of the Study - - - - - -
1.8 Limitations of the Study - - - - -
1.9 Definition of Terms - - - - - -
CHAPTER TWO – REVIEW OF RELATED LITERATURE
2.1 Introduction - - - - - - -
2.2 Theoretical Framework - - - - -
2.3 Conceptual Framework - - - - -
2.4 Empirical Review - - - - - -
CHAPTER THREE – RESEARCH METHODOLOGY
3.1 Introduction - - - - - - -
3.2 Research Design - - - - - -
3.3 Population of Study - - - - - -
3.4 Sample size and Sampling Techniques - - -
3.5 Method of Data Collection - - - - -
3.6 Research Instrument
3.7 Validity of the Instrument - - - - -
3.8 Reliability of the Instrument - - - -
3.9 Sampling Method - - - - - -
CHAPTER FOUR – DATA PRESENTATION AND ANALYSIS
4.1 Introduction - - - - - - -
4.2 Data Presentation and Analysis - - - -
4.3 Testing Hypothesis - - - - - -
CHAPTER FIVE – SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 Summary - - - - - - - -
5.2 Conclusion - - - - - - - -
5.3 Recommendations - - - - - -
References - - - - - - - -
Appendices - - - - - - - -
In the present banking system, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for banks because they are service organizations. As a service organization, customer service and satisfaction should be the prime concern of any bank. The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. However, banks minimize instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redress of customer complaints and grievances. The review mechanism should help in identifying short-comings in product features and service delivery.
Customer dissatisfaction can ruin the name and image of a bank. As such, bank policy on grievance redress is as follows:
1. Customers are to be treated fairly at all times.
2. Complaints should be raised by customers with courtesy and on time.
3. Customers should be fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedies, if they are not fully satisfied with the response of the bank to their complaints.
4. Bank to treat all complaints efficiently and fairly as they can damage the bank’s reputation and business if handled otherwise.
5. The bank employees must work in good faith and without prejudice to the interests of the customer. In order to make the bank’s mechanism more meaningful and effective, a structured system needs to be built. Such system would ensure that the redress is just and fair. The guidelines should be made available at all branches for the information of all employees, to ensure better customer service and general awareness in the bank. Customer complaint arises due to:
1. The attitudinal aspects that deals with customers
2. Inadequacy of the functions/arrangement made available to customers or gap standards of services expected and actual services rendered.
The customer has the right to register his complaints if he is not satisfied with the service provided by the bank. He can give his complaints in writing, orally or by telephone. If the customer’s complaint is not resolved within a given time or if he is not satisfied with the solution provided by the bank, he can approach ‘banking Ombudsman’ with his complaints or other legal avenues for grievances redress.
1.2STATEMENT OF THE PROBLEM
Blood bank Information System is to an extent manually operated and manages records and data. The recording of customercomplaint and their activities are done manually in a book, which looks/appears rough. Thus, the books or files are exposed to physical damage by ants and pests, accumulation of dust particles; this makes the contents to be lost, misplaced or even altered. Time wastage of patients is another problem. The complaints are unverified and often mislabeled and financial institutions have no effective opportunity to respond with the other side of the story.
1.3 PURPOSE OF THE STUDY
The purpose of this study is to develop software that can be used to access thecomplaint of customers. Also to promote efficient and quality of services to individuals
1.4 SIGNIFICANCE OF THE STUDY
This study is primarily aimed at computerizing the manual system of Bank complaintservices system as used by Sterling Bank. It will help in a good number of ways to ease the process of retrieving data and records in the system.
This study will also highlight the importance Bank Complaint Services system to an organization and business centers too.
1.5 OBJECTIVES OF THE STUDY
The major objectives of this study is aimed at developing a system for the management of information others include
i. To save time (fast inputting and accessing of records)
ii. To enable the management to plan ahead
iii. To reduce fatigue of the staff and the customers.
iv. To collect complaints and dissatisfaction cases.
v. To ensure safety of the documents/records/data/information, because the system will be password aid to reduce access.
vi. To ensure integrity of the records
vii. To ensure consistency of accounts and reduction of error due to damage of information
viii. To reduce forgery and loss of information by theft
ix. To hold some vital information to help in identifying and resolving customer complaints.
x. The system should be able to describe the nature and characteristics of the problems encountered that led to the complaint in a very clear manner in which the help desk officer will easily understand
1.6 SCOPE OF THE STUDY
The Scope of the project is that in a very short span it provides user with many facilities. It provides an elegant management of customer’s complaint online. The main purpose of this project is that the record of customer complaints and the location of the incidents would be easily accessed and more conveniently. This system is used to store data over centralized servers which consist of database where the individuals’ information cannot be accessed by a third party.
1.7 LIMITATIONS OF THE STUDY
This research work on information management system but it is dependent on human operation and manipulation in other to perform its work effectively.
Also this research work is limited to power supply as it happens to be the only source of energy therefore without power holding the system cannot work.
Finally this research work is constrain and limited to computer literate those who can operate a computer system effectively and its operation therefore a computer illiterate cannot make use of this research work as expected.
1.8 DEFINITION OF TERMS
Automation: This is the use of control system such as computer to control and process data, reducing the need for human intervention
Database: This refers to a large store of related data on a computer that can be access and modified by the user.
Password: This is a secret code that a user must type into a computer to enable him access it or its applications. This is made up of numbers, letter, special character or a combination of any of the above categories.
Record System: The act of using a computer system to store and update information/data sequentially in order to keep file security.
Computerized: To convert a based system to start using a computer system to control, organize and automate something.
Data Entry: This is the standard input device through which the system gets more of the instructions and commands
Research: A careful study of something, especially to discover new facts or information about it.
System: Set of computer component (that is, the assembling of hardware, software and peripherals to function together.)
IMS (Information Management System) is a database and transaction/record management system that was first introduced by IBM in 1968. Since then.
Information: Information (shortened as info or info.) is that which informs, i.e. an answer to a question, as well as that from which knowledge and data can be derived (as data represents values attributed to parameters, and knowledge signifies understanding of real things or abstract concepts)
Information system: A computer Information System (IS) is a system composed of people and computers that processes or interprets information. The term is also sometimes used in more restricted senses to refer to only the software used to run a computerized database or to refer to only a computer system.
Customer complaints: They are written statement from the customer to the bank if they encounter problems they cannot solve.
Services: Ways of offering jobs from people..