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Bank
customers are expectant that service deliveries by banks would improve
in 2011. Seething from a plethora of complaints over banking services
in 2010, many customers spoke on the need for banks to update their
services in the coming year.

Ibrahim Buba, a
Kaduna-based architect and building contractor, said there was need for
banks to modify the modalities for usage of Automated Teller Machines
(ATMs). According to him, some of the machines choose the wrong time to
malfunction while banks insist that amounts below a certain threshold
must be done via the ATM.

“Why should banks charge me for withdrawing from the counter below a certain amount. Is it not my money?”

Mr. Buba said banks should be sensitive to the needs of the Nigerian economy.

“What this economy
needs now is entrepreneurship. Banks must be willing to support young
Nigerians with brilliant business ideas. Otherwise, if they cannot
fulfill this basic function of granting loans to businesses, then there
is no need for banks. I would rather go to a money lender to get funds
to run my business,” he further said.

He said in the New
Year, banks should look at viability of business plans to grant loans
instead of seeking fabulous and fake business proposals which fail
eventually and default in payment.

Improve services

Still on ATM
service, a bank customer who gave his name as Elvis, said banks need to
improve their services in order to reduce the hardship of customers. He
wondered why banks push people to use ATMs, even when ATM services are
not optimal.

“Last weekend, I
had to visit about five banks in my neighbourhood before I could get a
functional ATM to use,” he said. According to him, banks should employ
technology more in order to improve service delivery in 2011.

“We have heard
talks about mobile money for almost forever. Banks should embrace
mobile money technology, since the focus is now on reducing cost,” he
added.

Some customers said
banks do not abide by laid down instructions, thereby costing their
business. Bayo Adeoshun, a brand and marketing communications
consultant, said banks should take customised service as important in
2011. According to him, despite making a request to his bank that that
he should be notified of any third party withdrawal beyond a specified
amount, his bank still goes ahead to pay beyond the amount without
notification.

“This has caused me
embarrassment on a number of occasions. Going forward, I expect banks
to deliver more of specialised service to cater to the needs of their
customers. They should be friendly and reduce the stress that one has
to go through,” Mr. Adeoshun said.

Banking industry challenges

Eddy Ademosu,
president of the Association of Corporate Affairs Managers of Banks
(ACAMB), said the challenges facing the banking industry were not
peculiar to Nigeria alone.

“We appreciate the
complaints, but those complaints must come against the background of
the scenario in the banking industry this year and the challenges the
industry had to contend with. Yes, in some few cases we have had
service issues, non availability of credit,” he said.

He said with the gains that have been achieved with reforms in the banking system, things can only be better.

“Service can be
better and service will be better. A lot of initiatives that the
operators and regulators have put in place will impact on service
delivery. Banks are now talking about shared platform. The moment we
are able to streamline technology, the issues relating to ATM services
will be a thing of the past,” he said.

On access to
credit, he said more credit will be available to businesses from next
year. He said documentation for loans was important before banks can
grant loans.

“Even beyond
collateral, what about character of the customer? Part of the problems
we have in the banking industry today is as a result of default on
loans by the customers themselves.

“Customers may have good business ideas but lack organisational
structure. So, how do you relate with a formal organisation like a
bank?” He queried.