1.1 BACKGROUND OF THE STUDY
The banking industry which is various bank put together to this industry consist of the central, commercial, merchant, development and saving banks. Central bank being the apex bank. Though banks are classified according to their functions, a detailed study of their various functions showed that they have common features and functions but with a slight and important distinction.
Just like other human activities, banking has a history which dates back to the 2500BC. The early known bankers have the jews in hombandy in Haley who transacted their business on benches in the market place.
The project examines customers services since the banking industry is with the aim of evaluating the level of satisfaction of customers in response to services offered. To do this effectively FBN PLC, Kaduna has been selected to serve as our case study.