AN OVERVIEW OF TAX POLICY AND ADMINISTRATION IN NIGERIA

Abstract

Customer satisfaction today is the pre-requisite for the success of any organization providing services to customers.It has become one of the biggest challenges in the service sector today as customers' awareness has increased tremendously.Information technology revolution, coupled with rapid urbanization has created net-savvy customers who demand various products at the press of a button. Banks are no exception to this as they are leveraging on technology and have entered greatly into para-banking activities which have provided them higher fee-based incomes,thereby augmenting their profitability.Public sector banks in India in the last decade have metamorphosised themselves through a phase of technology up-gradation and have migrated to core banking solution (CBS) platform.Complaints management has become a vital issue for banks as proper grievance handling can enhance customer satisfaction and help in retaining customers.Thus,an attempt is made to study the nature of customers' complaints,analyse their causes and suggest remedial measures for the same so that they can be redressed at the earliest,without losing the customers.