DE SALUD INTEGRAL AL ADOLESCENTE ELABORADO, IMPLEMENTADO Y MONITOREADO
MANUAL DE NORMAS INTERNAS, PROCEDIMIENTOS Y PROTOCOLOS DE ATENCIÓN DE SALUD INTEGRAL AL ADOLESCENTE PARA EL ÁREA
Table 4.1.1: What is the range of your annual income?
Responses Frequency Percentage
Below N100,000 31 35.7
Between N100,001 – N500,000 14 17.9
Between N500,001 – N1,000,000 8 25.0
Above N1,000,001 5 21.4
Total 58 100
Source: Research Survey (2015)
From the table above, 17.9% of the respondents earn less than N100, 000 per annum, 35.7% earn Between N100, 000 to N500, 000 per annum, 25.0% earn Between N500, 000 to N1000, 000 per annum while 21.4% earn will over N1000,000 as annual income.
33
Table 4.1.2: Which type of account(s) do you have with the bank?
Responses Frequency Percentage
Current 16 31.5
Savings 37 58.3
Fixed deposits 5 10.2
Others 0 0
Total 58 100%
Source: Research Survey (2015).
From the table above, 58.3% of the total respondents are using savings account, 31.5%
of them are using current account, while only 10.2% are using fixed deposits account.
None of them are using order categories.
Table 4.1.3: To which category of customer do you belong?
Responses Frequency Percentage
Private / individual 46 78.6
Corporate 8 14.3
Others 4 7.1
Total 58 100
Source: Research Survey (2015).
From the table above, 78.6% of the total respondents are private/ individual customers, 14.3% of them are corporate customers, while only 7.1% are in other categories.
34
Table 4.1.4: How did you get to know about First Bank Plc?
Responses Frequency Percentage
Through friends 36 35.7
Through advertisement 7 14.3
Through marketing personnel 13 32.1
Others 6 17.9
Total 58 100
Source: Research Survey (2015).
The table above shows that 35.7% of the total respondents get to know about First Bank Plc through their friends, only 14.3% get to know the bank through advertisement, while 32.1% was through the bank marketing personnel, and 17.9% was through other means such as brand name and the bank staff.
Table 4.1.5: Would you describe First Bank’s staff as customers friendly?
Responses Frequency Percentage
Yes 40 71.4
No 7 7.1
No idea 11 21.4
Total 58 100%
Source: Research Survey (2015).
35
From the table above, 71.4% of the respondents agreed that the staffs are cordial to their customers, while 7.1% said No and 21.4% have No idea.
Table 4.1.6: Do you think First Bank uses marketing to know the needs, preferences and buying behavior of its customers?
Responses Frequency Percentage
Yes 37 92.8
No 15 3.6
No idea 6 3.6
Total 58 100%
Source: Research Survey (2015).
The table above shows that 92.8% of the respondents agreed that he bank uses marketing research to determine its customers’ needs/ preference, 3.6% do not think so, while another 3.6% said he has no idea.
36
Table 4.1.7: Have you benefited from any of these products of First Bank Plc?
Responses Frequency Percentage
Western union money transfer 16 32.1
Internet banking 9 14.3
Telephone banking 6 7.1
Smart card 9 17.9
All of the above 12 21.4
None of the above 6 7.1
Total 58 100%
Source: Research Survey (2015).
The table above shows that 32.1% of the respondents have enjoyed the bank’s western union money transfer, 14.3% indicated Internet banking, and 7.1% and 17.9% each indicated telephone banking and smart card operations respectively. 21.4% indicated all the services listed, while 7.1% indicated none of them.
37
Table 4.1.8: Do you think that customers really need the types of services rendered by First Bank Plc?
Responses Frequency Percentage
Yes 58 100
No 0 0
No idea 0 0
Total 58 100%
Source: Research Survey (2015).
Form the table above, all the 58 respondents (100%) believe that First Bank’s products are really needed by its customers.
Table 4.1.9: In what specific way(s) has First Bank has satisfied your needs better than other banks?
Responses Frequency Percentage
Lower interest on loan 0 0
Higher interest on deposit s 0 0
Reduced cost of transaction 0 0
Lengthened loan repayment period 0 0
Effective funds transfer 29 50
Others 29 50
Total 58 100%
Source: Research Survey (2015).
38
From the table above, 50% of total respondents confirm that the bank has satisfied their needs more than any other banks specifically in effective fund transfer. The rest 50%
gave other ways such as quality service, elegant treatment, time consciousness, etc.
Table 4.1.10: How would you rate the quality of service offered by First Bank Plc to its customers?
Responses Frequency Percentage
Excellent 29 67.9
Very good 15 17.9
Good 7 7.1
Fairly okay 7 7.1
Poor 0 0
Total 58 100%
Source: Research Survey (2015).
The table above shows that 67.9% of the total respondents agreed that Firs Bank’s quality of service is excellent, 17.9% rated the bank’s quality of service as very good, while 7.1% each rated it as good and fairly okay respectively. None says the quality of service poor.
39
Table 4.1.11: What do you dislike about First Bank Plc?
Responses Frequency Percentage
Attitude of staff 0 0
Quality of service 0 0
Time wasting of the counter 8 28.6
Other 50 71.4
Total 58 100%
Source: Research Survey (2015).
From the table above, it is clear that none of the respondents dislike First Bank staff attitude toward customers or its quality of service, 28.6% dislike it time wasting at the counter, while the majority of the respondents 71.4% dislike other factors such as too high amount required to open on account, too strict policies, etc.
Table 4.1.12: How does First Bank Plc monitor customer’s satisfaction or dissatisfaction?
Responses Frequency Percentage
Open door policy 12 21.4
Suggestion box 15 28.6
Customer care unit 23 35.7
No idea 8 14.3
Total 58 100%
Source: Research Survey (2015).
40
From the table above, 21.4% and 28.6% each of the total respondents asserted that the bank monitors customer’s satisfaction or dissatisfaction by operating open door policy and suggestion box respectively, 35.7% said customer care unit. While 14.3% of the respondents have no idea of how the bank does it.