Thursday, 2 January 2020

THE IMPACT OF CUSTOMER RELATIONS ON CORPORATE PERFORMANCE: A SURVEY OF SELECTED DEPOSIT MONEY BANKS IN NIGERIA.




CHAPTER ONE
INTRODUCTION
1.1              Background to the Study
In every economy, the Banking Industry plays very vital roles in the financial system and therefore is a crucial agent of the developmental process in the economy. Banks in their capacity as financial intermediaries channeled savings and investment from the surplus units to the deficit units thereby increasing the volume of national savings and investment and consequently, the national output. The organic growth of the Nigerian financial sector between independence in 1960 and the era of Structural Adjustment Program (SAP) in 1986 was indeed remarkable (Central Bank of Nigeria, 2011). The growth in the number and variety of financial institutions as well as the financial instruments and operations during this period attest to the relevance of the sector in national economic development. The structural readjustment in the financial sector which commenced in 1986 was directed towards enhancing the banks’ efficiency through increased competition, strengthened supervisory role of the Regulatory Authorities and streamlined public sector relationship with financial sector. This since the early 90’s, the phenomenon growth of the Banking Industry in Nigeria following the deregulation of the industry has generated interest and enthusiasm amongst top notch stakeholders and institutions in the industry, stressing the urgent need for strategic decisions (Wodi, 2010).
Prior to the liberalization of the Nigerian financial system, there was a clear-cut distinction between Merchant and Commercial Banks. However, at the turn of the new millennium and as a result of liberalization, these distinctions were removed by the Central Bank of Nigeria to create a level playing field in the industry; endorsing the concept of Universal Banking in all its ramifications, setting the stage for all players to develop niche areas where they were most efficient in the context of the philosophy of guiding deregulation (Central Bank of Nigeria, 2002). Most  significantly in 2002, the Central Bank of Nigeria dismantled the divide between commercial and investment banking  via the full introduction of Universal Banking; a culmination of a process commenced two years earlier with the Government’s approval of the conversion of Merchant to Commercial Banks. Universal Banking further heightened the competitive pressure in the banking sector with more merchant banks venturing into retail banking and subjecting operating margins to severe stress. This factor along with the new commercial banks that were licensed and the rapid branch expansion by operators in the system re-echoed the needs for banks to create more value-added services that would guarantee some competitive leverage. Thus, banks with a view of survival can no longer on their “efficient personnel” solely but must synchronize personnel capabilities with appropriate systems  and structures in order to wade the storm of competition, survive the tide of changing customer needs and take advantage of emerging technology; shifting several old economy business practices towards organizing by customer segment rather than by products, focusing on customer lifetime value instead of transactions alone, focusing on stakeholders and not only shareholders getting “all hands on deck” while building products and services acquisitions, retention and satisfaction (Ogunleye, 2012).
Popularized during the “internet Gold Rush” in the mid ‘90s’ Customer Relations (CRs) suggest on overall shift from product-based marketing to a customer focused approach; rather than “out of box” software which can be effectively used with little or no customization (American Marketing Association, 201    
1.2       Statement of Research Problem
Customer Relations are critical to organizational survival in the 21st century. Any organization that wants to stand the “test of time” has to take CRs very serious, knowing fully that organizations are established in order to satisfy people and those they wish to satisfy must be given a pride of place in the scope of the organization. But many organizations still take it with levity and this accounted for many banks closure leading to increase in unemployment rate and
shareholders resources are wasted thereby discouraging further investment by the stakeholders (Levitt, 2010). Also, Kolter (2012) argued that building customer loyalty requires organizations to build effective Customer Relations in order to stand the fierce competition in the industry. Hence, the importance of CRs should be emphasized for the survival of the organization and the growth of the economy.  
1.3       Research Questions
In the light of the research problem, and in the course of this study, the following questions are expected to serve as a guide to achieve the purpose of the study.
i.        What is the extent at which Customer Relations enhance corporate performance in Nigeria?
ii.      What is the extent at which Customer Relations guaranteed customer satisfaction?
iii.    What is the level of increase in profitability in the banking industry with the introduction of Customer Relations?
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IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON THE GROWTH OF FINANCIAL INSTITUTION.




CHAPTER ONE
         INTRODUCTION
1.1 Background to the study
The Banking System is very important for any nation because it is the pivot of socio-economic development of any economy. They have active developmental roles to play in the economy such as mobilizing fund from the surplus to the deficit spending units. The design of the Nigerian Banking System is geared towards greater impact on the Nigerian economy. In the current era companies are not only responsible to their shareholders alone, they said to be standing on the triple bottom lines  of corporate responsibility which include social, environmental, and financial (Tjia and Setiawati, 2012). Accountability of the business organizations is therefore extended not only to direct stakeholders concern but also to different external parties through the implementation of different socially desirable activities (Masud and Hossain, 2012). These social activities are no longer considered as a financial burden, but rather as social capital investment (Tjia and Setiawati, 2012). They are also called ethical investment simply because they increase the positive impacts of an organization (Abbasi et al. 2012).
In relation to the banking sector, CSR is said to be the obligation of banks to manage their social, economic and environmental activities at local and global level (Abbasi et al. 2012). This involves the bank considering not only their profitability and growth, but also the interests of society and the environment by taking responsibility for the impact of their activities on stakeholders, employees,  shareholders, customers, suppliers and civil society represented by NGOs (Noyer 2008 in Masud and Hossain, 2012). Although banks are not directly involved in degradation of natural environment they are facilitators as they are suppliers of funds that support production process that ultimately causes environmental degradation (Sarokin and Schulkin, 1991in Ahmed et al. 2012). Thus, according to Branco and Rodrigues (2006), the activities of banks, such as their lending and investment policies, can be considered as equally environmentally-sensitive when compared with the direct impacts of polluting industries that are dependent on the banks.
Therefore Branco and Rodrigues (2006) reasoned that banks can report on what they are doing to ensure that their lending and investment policies do not facilitate industrial activities, which are harmful for the environment. On a more direct way, Branco and Rodrigues (2006) argue that financial institutions consume vast amounts of resources, such as paper and energy, and create wastes; hence their policies regarding how they contribute to the conservation of energy and natural resources and recycling activities are important aspects of their social responsibility activities. Therefore to ensure accountability, banks are to be disclosing social related information.
Social responsibility disclosure refers to the disclosure of information about companies’ interactions with society (Branco and Rodrigues, 2006). Due to informational asymmetry, disclosure of private information is imperative as it brings general gains in economic efficiency (Hossain and Reaz, 2007), and it is an important instrument in the dialog between business and society (Branco and Rodrigues, 2006). Generally transparency is an important aspect of good corporate governance practice and in relation to the banking sector increased transparency through the disclosure of timely and accurate information ideally should enable a bank to access capital markets more efficiently (Hossain and Reaz, 2007). These CSR disclosures can be classified into environment, human resources, products and customers and community involvement (Branco and Rodrigues, 2006).
In recent decades, as societies in Nigeria have become more prosperous, better educated and more articulated, increasing attention has focused on the social responsibility of business firms, because business firms are allowed to flourish within society and to make use of various natural and human resources available as well as public services. The primary goal of a company is profit. To make more profit, companies make good products, invest money to retain competent employees and develop new technology and retain customers. These efforts have not only benefitted businesses economically, but have also contributed to the development of modern society. This social contribution concept of passive social responsibility has governed the mind of business owners until recently.
1.2  Statement of research problem
The Nigerian economy today is faced with multiplicity of challenges ranging from high unemployment rate, high poverty (which stood at 69 percent of the 163 million population of Nigeria (NBS, 2010) corruption, youth restiveness, political crises, security challenges (which has great effect on investments (Aimurie,I. et al) and economic growth among others). These problems are generally seen as social issues, thus the more social improvements relates to a company’s business, the more it leads to economic benefits as well (Porter, M .E. and Kramer, M .R.2002).
Since the role of banks is to enhance economic growth and with all these challenges facing the economy thereby threatening economic growth at this critical time that the Nigerian banks want to be the financial hub of Africa in the year 2020 and the nation is prepared to be one among the top 20 largest economies in the world by the year 2020. Even if the banks are socially responsible to an extent, there is need for the Nigerian banks to rethink both where (that is sector(s) and location) they focus their CSR and how they go about their CSR as no business can thrive in chaos environment.
Banking operations all over the world are technological driven, right from the door that customer passes through to enter the banking hall to the recording of the transactions between the customer and the bank or with third party requires one technology or the other which must be powered with electricity. Due to epileptic power supply in Nigeria, most organizations have to provide alternative power supply rather the relatively cheaper Nationalgrid (PHCN). This and some other factors have been militating against efficient running of business organization in Nigeria. As they have to factor the cost of fueling the alternative source of power which is always costly among others (like LPFO/Black oil, AGO/diesel and GAS) into their factors of production or operations as in the case of banks.
However, in the face of the above challenges for banks in Nigeria, the practice of corporate social responsibility as a concept entails the practice whereby corporate entities voluntarily integrate both social and environment upliftment in their business philosophy and operations. A business enterprise is primarily established to create value by producing goods and services which society demands. It therefore seems that the practices of CSR will further pose a burden on the financial performance of banks. This has made most observers perceive Nigeria business environment has been hostile. In the light of the above problems faced by most banks, there is the need to evaluate the impact of CSR on the profitability of the banking sector in Nigeria.
1.3 Research questions
The aim of this study is to examine the impact of corporate social responsibility on the growth of financial institution in Nigeria.in order to achieve this, the study is designed to provide answers to the following research questions.
        i.            What is the impact of corporate social responsibility on the growth of financial institution?
      ii.            How will the practice of corporate social responsibility affects the financial status of an organization?
    iii.             Is there any positive impact that corporate social responsibility have on societal commitment?
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ANTIBIOTIC SUSCEPTIBILITY OF BACTERIA ON THE PALMS OF UNILORIN STUDENTS




CHAPTER ONE
INTRODUCTION
The palm (volar) which is the central region of the anterior part of the hand, located superficially to the metacarpus. The skin in this area contains dermal papillae to increase friction, such as are also present on the fingers and used for finger prints (Lidwell, 2012).
The opisthenar area (dorsal) is the corresponding to the bases of the metacarpal bones, located in the proximal part of the palm. It is the area that sustains most pressure when using the palm of the hand for support, such as in hand stand (Torben, 2011).
There are five digits attached to the hand. The four fingers can be folded over the palm which allows the grasping of objects. Each finger, starting with the one closest to the thumb; has a colloquial name to distinguish it from the others:
                    i.                        The index finger , pointer finger, fore finger or second digit
                  ii.                        The middle finger or long finger or third digit
                iii.                        The little finger, pinky finger, small finger or fifth digit (Stuart et al., 2010).
The thumb (connected to the first metacarpal bone and trapezium) is located on one of the sides, parallel to the arm. A reliable way of identifying human hands is from the presence of opposable thumbs. Opposable thumbs are identified by the ability to be brought opposite to the fingers, a muscle action known as opposition (Hardy et al., 2011).
The skeleton of the human hand consists of 27 bones: the eight short carpal bones of the wrist are organized into a proximal row (scaphoid, umate, triquetral and pisiform) which articulates with the bones of the forearm, a distal row (trapezium, traphoid, capitate and hamate), which articulate with the hand. The bases of the five metacarpal bones of the hand. The heads of the metacarpals will each in turn articulate with the bases of the proximal phalanx of the fingers and the metacarpophalangeal joints known as the knuckles. The fourteen phalanges make up the fingers and thumb, and are numbered I-V (thumb to little finger) when the hand is viewed from an anatomical position (palm up). The four fingers each consist of three phalanx bones: proximal, middle, and distal phalanx.
Together with the phalanges of the fingers and thumb these metacarpal bones from five rays or poly- articulated chains.
There are numerous sesamoid bones in the hand, small ossified nodes embedded in tendons; the exact number varies between people, whereas a pair of sesamoid bones is found at virtually all thumb metacarpophalangeal joint of the thumb and at the metacarpophalangeal joints, sesamoid bones are also common at the interphalangeal joint of the thumb and the index finger. In rare cases, sesamoid bones have been found in all the metacarpophalangeal joints and all distal interphalangeal joints except that of the long finger.
The articulations are:
                    i.                        Interphalangeal articulations of hand (the hinge joints between the bones of the digits)
                  ii.                        Metacarpophalangeal joints (where the digits meet the palm)
                iii.                        Intercarpal articulations (where the palm meets the wrist)
                iv.                        Wrist (may also be viewed as belonging to the forearm) (Lidwell, 2012).
Microorganisms are very ubiquitous; they are present on the floor, body, air, toilet etc. Bacteria being one of the microorganisms around us are among the oldest living things on earth. Bacteria have been around for about 4 billion years. This means that the bacteria were the dominating life form on earth for about 3.5 billion years (Popoola, 2011).
Bacteria exist primarily as a single cell. They are characterized by having a cell wall outside the cell membrane. The wall provides shape and rigidity to the cells. Depending on the cell wall structure, bacteria are classified as Gram negative and Gram positive. The cell wall of a Gram positive cell consists of many polymer layers of peptidoglycan connected by amino acid bridges. Approximately 90% of Gram positive cell is composed of peptidoglycan. Gram negative bacteria have a much thinner cell wall which is composed of only 20% peptidoglycan (Lidwell, 2012).
Many scientists still believe that bacteria are still the dominant life form. It is estimated that kg by kg, there are more bacteria on the earth than all other life forms combined. This includes trees and plants, animals and humans, insects and fishes (Torben, 2010).
There are bacteria all over the earth i.e on the land, in the air, in water, in the soil and deep underground. There are also bacteria on every living human being, both on the skin and in the guts. In short, life on earth is embedded in bacterial life (Torben, 2010).
There are bacteria around that make us sick. These diseases include cholera, gonorrhoea, leprosy, pneumonia, syphilis, tuberculosis, typhoid fever and whooping cough. The bacteria enter a human being’s body through its natural openings such as the nose or mouth, or through breaks in the skin. In addition, air, food and water carry water carry bacteria from one person to another (Torben, 2010).
The reservoir of any organism, which may be animate or inanimate objects, in the epidemiology of any bacterial disease is very important (Daniel et al., 2012). The pathogens live and or multiply in the reservoir on which their survival depends. Pathogens live on fomites. Many epidemiological studies have confirmed that many contaminated surfaces played a major role in the spread of infectious diseases (Hendley et al., 2012; Noble, 2013). The human surface tissue (skin) is constantly in contact with the environmental microorganisms and become readily colonized by certain microbial species. The adult human is covered with approximately 2m2 of skin, with surface area supporting about 1012 bacteria (Mackowiak, 2012). The normal microbiota of the skin include among others; coagulase negative Staphylococci, Diphtheroids, Staphylococcus aureus, Streptococci (various species), Bacillus spp., Mallassesia furfur and Candida spp. Others include Mycobacterim spp. (Occasionally), Pseudomonads and, Enterobacteriaceae (occasionally) (Roth and Jenner, 2010). The normal Microbiota is harmless and may be beneficial in their normal location in the hostin the absence of coincident abnormalities. They can produce disease condition if introduced into foreign locations or compromised host (Ekrakene and Igeleke, 2012).

Contamination of environmental objects and surfaces is a common phenomenon. The presence of viable pathogenic bacteria on inanimate objects has been reported by earlier investigators. Several studies of the human environment have demonstrated colonization and contamination of objects such as door handles, faucets, phone, money, fabrics and plastics (Bures et al., 2011; Michael et al., 2011; Despina et al., 2014; Famurewa& David, 2015). People come into daily contact with all sorts of fomites, with an increasing rate of bacterial infection (Eguia& Chambers, 2012). Human beings have a marked tendency to pick up microorganisms from environmental objects and the hand has been shown to play a role in the transmission of organisms has been reported as a potential vehicle for their transmission (Neely &Maley, 2010; Gerba, 2010; Famurewa & David, 2012; Fatma et al; 2010, Fraser & Girling, 2012; Gholamreza et al., 2012). Furthermore, microorganisms found to contaminate fomites have also been shown to persist on environmental surfaces for varying periods of time ranging from hours to months and it has also been illustrated that they can still be detected and recovered from surfaces after routine conventional cleaning ( French et al., 2011). In addition, cross infection of microorganisms between environmental surfaces and a host has equally been established (Hardy et al., 2012). The ability of plastics and other inanimate objects to support viable microorganisms for a prolonged period of time is well documented (Staurt et al., 2010) and such environmental surfaces and objects, especially those in close proximity with persons frequently touched, pose a threat to human health and are a cause for concern. One such inanimate object in the environment that is currently in frequent contact with the hands is the interface of a computer system.
Several investigations have assessed the degree of microbial contamination and the types of contaminating organisms on palms (Schultz et al., 2012; Issmat et al., 2013 Anderson & Palombo, 2013). Some authors have demonstrated such contamination on the computer keyboard and mouse (Steffen et al., 2012). Concern has been raised that contact with contaminated computer keyboards might serve as a mechanism for contaminating the palms with potential pathogens, leading to cross-contamination of users (Steffen et al., 2010; Anderson & Palombo 2011). One study conducted in a hospital established the fact that the colonization rate of computer user interfaces was greater than that of other fomites tested in the hospital (Schultz et al., 2013).
Accordingly, these may be additional reservoirs for the transmission of microorganisms and become vehicles for cross contamination. While the contamination of hand has thus been established, most of the above studies were single-centred, having a narrow perspective as they either focus on hospital and health care facilities or were specific to the isolation of a particular microorganism, species or strain or specific to only one type of interface. In view of these findings, the growth and detection of opportunistic pathogens on hand shakers, survival of bacteria on surfaces and a low rate of compliance with good hygiene practice, it is imperative to examine the extent of bacterial contamination on palms shakes by different people under everyday conditions and in various types of institution or organization and to investigate probable sources of high contamination rates (Schultz et al., 2012).
Palms are the highways to the transmission and spread of bacteria, pathogens, and viruses that cause diseases, food-borne illness, and infections resulting from hospital treatment (nosocomial). Infectious germs on the palms are the most common ways that people spread infection. This is caused by rubbing their nose or eyes with their fingers or palms, which have been contaminated with the cold virus and other bacteria.
Numerous studies support the finding that hand washing reduces both the carriage of pathogens on the palms and nosocomial infections (Steere & Mallison, 2012; Cooper et al., 2013; Rother, 2014). However, several studies have found that hand washing is poorly practiced outside the healthcare profession, indicating a need in the community (CDC, 2010).
According to the Centres for Disease Control (CDC) (2010), hand washing is the simplest, most effective measure for preventing the spread of bacteria, pathogens, and viruses. Each with this knowledge, many Americans do not wash their hands. Recent studies by the American Society for Microbiology (2013) indicate that only 67% of Americans wash their hands after going to the bathroom, 78% after changing diaper 77% before handling or eating food. Forty five per cent of Americans report that they do not wash up after petting an animal, 31% after coughing or sneezing, and 20% after handling money.
Hand washing guidelines set by regulatory agencies for hospitals, food preparation, pre-schools, and day cares have been in place for two decades. However regulation alone has not successfully changed hand washing behaviours. Several investigative studies have concluded that adhere to recommended hand hygiene procedures of healthcare organizations has been unacceptably poor (Pittet, 2010; WHO, 2012). Others studies have determined that the factors affecting adherence to proper procedures is rooted in individuals behaviour, that hand cleansing patterns are most likely established in the first 10 years of life , and that an individual’s religious and cultural background influences their perceptions about hand washing (WHO, 2012).
Most cold and flu viruses are spread because people touch surfaces in their immediate area and then touch their faces, and other people. The likelihood for illness to transfer from the habit that people do every day like handshaking is important (Jawetz et al., 2013).
The transient microorganisms are organisms that are found on and within the epidermal layer of the skin as well as other areas of the body where they do not normally reside. Almost all disease- producing organisms belong to this category. They are organism that may take advantage of some disturbance in the normal resident micro flora to gain a foothold and cause infections and symptoms of disease or illness. Transient microorganisms (bacteria, yeast, molds, viruses and parasites) can be any type from any source with which the body has had a contact and are found on the palms or hands, fingertips and under finger nails. An example of such organisms is Pseudomonas aeruginosa. The transient flora consists of non-pathogenic or potentially pathogenic micro organism that inhibits the skin or mucous membranes for hours, days or weeks. It is derived from the environment; it does not produce disease and does not establish itself permanently on the surface. Members of the transient flora are generally of little significance so long as the normal resident flora is disturbed. Transient microorganisms may colonize, proliferate and produce disease (Jawetz et al., 2014). Beside bacteria, the skin is also the home to yeast (candida) and fungi. The proportions of microbes vary over the body’s skin due to differences in pH, oxygen, water and secretions (Jawetz et al., 2014).
Health care associated infections are an important cause of morbidity rate which measures the number of individuals that become ill due to a specific time interval. It is am incidence rate and reflects the number of new cases in the general population. Each year, more than 2 million patients acquire health care associated infection resulting in 90,000 deaths (CDC, 2012).
Studies have suggested that hand shaking may contribute to cross contamination because of the acquisition of transient hand carriage by individuals during contact with the contaminated surfaces.
The palms have become reservoirs for pathogens because of the increase in hand shaking. In similar study carried out by Anderson and Palombo (2009) who revealed the contamination of palms by microorganisms. He revealed that the bacteria that were detected on palms were similar to those from the toilets which are well known causes of human illness.
Wilson (2012) also showed that some palms may harbor more harmful bacteria than a toilet seat and serve as carriers of infections agents as he said poor personal hygiene and uncleanliness could also be the cause.
This project work was undertaken to ascertain the microbiological assessment of different palms of students in University of Ilorin metropolis. The bacteria and the fungi isolated were reported, the occurrence of the bacterial isolates as well as the fungi were determined and reported. This finding reveals why hand washing should not be taken for granted. 

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