CHAPTER ONE
1.0                                  INTRODUCTION
It was believed that a nation’s economy is at its financial system. The banking industry performs very important function in the economic development of any nation.
          The primary and the most important function of the banking sector is the financial intermediation functions in which banks act as the financial intermediaries, mobilizing funds from the surplus units and making them available for the use of the deficit units of the economy.
          In carrying out their various function in the economy, bank have responsibilities towards their customers’ shareholders, the Government and the society.
          The banking industry had gone through a number of changes over the years and the most prominent of these changes is the ending of the “arm chair” banking system.
          In their words, the industry continues having the impact of competitions, which brought about the need to put in place more serious strategies and effort in the delivery of banking products and services. Other sources of changes include, recapitalization of bank, liberalization of the economy signaling the re-entry of global banks, advancement of technology and the rapidly increasing sophistication and the demand of today’s bank customers.
          Today’s banks customers are more sophisticated in terms of their taste and demand for products and services. The customers are becoming global in terms of their access to information world-wide as a result of improved technology and the increasing globalization of the economy.
          Their expectations for never products and alternative delivery channels have been on the increase.
          The unstoppable tide of globalization and the speed of improving technology have been mainly responsible for the sophistication of the banking customers.
          Effective customer satisfaction in Nigeria Bank require that quality that services should be the central issue and derived objective of banks.
Universally, competition has shifted significantly from the battle field of price to quality. Total Quality management is an important element of strategic management restructuring and business process re-engineering which have become popular recently among Nigeria banks. Many banks have captured the essence of investment in service quality.
          They are already reaping the benefit of customer satisfaction as a result of embarking the total Quality management, business process re-engineering and their compliments.