Effect of Organizational Structure on Customer Service of First Bank Plc Ado Ekiti Branch

Student: Boluwatife Anuoluwapo Orimaye (Project, 2025)
Department of Marketing
Ekiti State University, Ado-Ekiti, Ekiti State

Abstract

This study set out to study the impact of organizational structure of commercial banks on efficient customer service in Nigeria. The objectives of the study are; to assess way to improve the quality and the efficient service provided to customers at First Bank plc, to determine the impact of organizational structures on service quality provided to the customers by First Bank Plc, Ado-Ekiti, to identify ways of eliminating delay in services provided by First Bank Plc to its customers. The study adopted a descriptive survey method with a well-structured 80 questionnaires and returned for the study. The data collected were analysed using frequency table and percentage method. The results showed that organizational size, structure formalization, structure complexity and structure centralization were also identified as the factors affecting the financial performance of the commercial state corporations. The study therefore recommended that; board members should also be considered especially non-executive directors need to be selected well since they are actively involved in shaping commercial state corporations’ strategic directions that affect financial performance of their corporations.

Keywords
Organizational structure Banking sector Customer satisfaction.
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