ABSTRACT

This research study was focused on consumer protection in the service industry in Abia State study of United Bank for Africa (UBA) was sampled to know, among other banks, how consumer protection policy could adjust to the ongoing issues on consumer protection in UBA. The method of data collection for this research was through the collection of primary data by using questionnaire and oral interview in which some members of the staff of the bank were interviewed. The major analytical tools used in this study include the ANOVA, Spearsman Rank Correlation and Difference of Means were been used in testing the hypotheses formulated for this study. Also secondary method of data collection through reviewing written books, publications and magazines was used. Based on the findings made in the course of the study, it was recommended among other things, that Government attention should be drawn to the need for the full implementation of consumer protection laws and prompt prosecution of offenders to serve as deterrent to others because a well-functioning consumer protection regime provides effective safeguards for retail service consumers while empowering con¬sumers to exercise their legal rights and fulfill their legal obligations.

TABLE OF CONTENTS

Title page i

Declaration ii

Certification iii

Dedication iv

Acknowledgements v

List of Tables vi

Table of Contents vii 

Abstract x

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

1.2 Statement of the Problem

1.3 Objectives of the Study

1.4 Research Questions

1.5 Research Hypotheses 

1.6 Justification of the Study

1.7 Scope of the Study

1.8 Limitation of the Study  

1.8 Definition of Terms 

CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1 Theoretical Framework

2.1.1 Consumer Rights Theory 

2.1.2 Consumer Law Theory

2.2 Conceptual Framework

2.2.1 Consumer Protection

2.2.2 The Role of the Consumer 

2.2.3 Consumer Protection in Less Developed Countries 

2.2.4 Assessment of the Banking Sector 

2.2.5 Legal Foundation for Recognizing, Implementing, 

Over¬seeing and Enforcing Consumer Protection

2.2.6 Code of Conduct for Banks

2.2.7 Information on Customers 

2.2.8 Advertising and Sales Materials 

2.2.9 Notification of Changes in Interest Rates and 

Non-interest Charges

2.2.10 Bankruptcy of Individuals 

2.3 Brief History of United Bank for Africa (UBA)

2.4 Empirical Framework 

2.4.1 Factors that Encourage and Discourage Consumerism 

2.4.2 Consumerism Activities in Nigeria

2.4.3 Government Activities in Consumer Protection 

2.4.4 Agencies in Consumer Protection in the Banking Industries 

2.5 Summary of Literature

CHAPTER THREE

RESEARCH METHODOLOGY

3.1. Research Design

3.2. Area of Study

3.3. Method of Data Collection

3.4. Population of the Study

3.5 Sample and Sampling Techniques

3.6 Instrument of Data Collection

3.6.1 Validity and Reliability 

3.6.2 Administrative

3.7 Method of Data Analysis

3.8. Model Specification

CHAPTER FOUR

4.1 Data Presentation and Analysis

4.2 Test of Hypotheses

4.3 Findings and Discussion     

CHAPTER FIVE

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS

5.1 Summary of the Findings 

5.2 Limitations of the Study 

5.3 Areas of Further Research Interest 

5.4 Conclusion 

5.5 Recommendations 

REFERENCES

APPENDIX