n order to strengthen the competitive and operational capabilities of banks in Nigeria with a view towards returning global and public confidence to the Nigerian banking sector and the economy in general, the Central Bank of Nigeria instituted a banking reform in 2004. 

Mergers and Acquisitions have taken charge in creating a market niche by making top notch service delivery achievable through the synergy that is achieved after M & A takes place. The Nigerian banking sector has seen many large financial institutions go through mergers and acquisitions at a heighted pace so as to achieve great levels of synergy. M & As is alluded to be resultant from the dynamic operating business environment. The research sought to establish the Effect of Mergers and Acquisitions on Bank customers Service Delivery at First City Monument Bank Plc.

The study employed descriptive data; sourced through panel of data method range between the period of 2009-2016. The data were tested using cross –sectional survey and chi square analysis with the help of statistical package for social science (SPSS 20.0).

From this study, findings indicate that M & A’s had an impressive positive effect on overall customers’ service delivery, capital base and bank performance. As the results indicate; mergers and acquisitions offered competitive advantage which enabled the bank to grow in ten folds. This in turn has positively contributed to increase in efficiency and reduces the amount of time taken to deliver a service through improvement in service delivery.

The study recommends the management of First City Monument Bank should use the service delivery quality to propel the company to greater heights in post Merger and Acquisition by excellent service delivery to its customers.

Keywords: Merger, Acquisition, Synergy, Consolidation, Economic of scale, Deposit base, efficiency, Capital base.

TABLE OF CONTENTS Pages

Title page i

Certification ii

Dedication iii  

Acknowledgement iv - v

Table of contents vi

Abstract viii

CHAPTER ONE

1.1 Background of the Study 1

1.2 Statement of the problem 2

1.3 Objectives of the Study 3

1.4 Justification of the Study 3

1.5 Research Methodology 4

1.6 Scope of the Study 4

1.7 Plan of the Study 5

1.8 Operational Definition of Term 5 

CHAPTER TWO

2.0 Introduction 7

2.1 Review of Literature 7

2.2 Theoretical framework 8

2.3 Review of Related Empirical Studies 11

2.4 Conceptual Framework 13

2.4.1 Legal Framework of Merger and Acquisition 14

2.4.2 Bank Consolidation through Merger and Acquisition 15

2.4.3 The reforms Agenda for Mergers and Acquisition 16

2.4.4 The Position of the Banking sector before Consolidation 17

2.4.5 Reason for Bank Merger and Acquisition 18

2.4.6 Prospect of Banks after Merger and Acquisition 19

2.4.7 Approval under Merger and Acquisition 20

2.4.8 Procedures for Obtaining Approval for Merger and Acquisition 20

2.4.9 The role of Regulatory authorities in Mergers and Acquisition            21

2.4.10 Types of Mergers and Acquisitions 24

2.411 The Implication of Mergers and Acquisitions on Banking Industry 20

2.5 Historical background of First Munument Bank 21

2.6 Measuring of Bank Customer Service Quality delivery 21 

CHAPTER THREE

3.1 Research Design 22

3.2 Population of the Study 22

3.3 Sample size and Sampling Techniques 22

3.4 Research Instrument 22

3.5 Validity of the Instrument 22

3.6 Reliability of Instrument 23

3.7 Method of Data Collection 23

3.8 Method of Data Analysis 23 

3.9 Limitation of Research Methodology 24

CHAPTER FOUR

4.0 Introduction 25

4.1 Presentation of Data 25

4.3 Test of Hypothesis 36

4.4 Discussion Findings 42

CHAPTER FIVE

5.0 Introduction 43

5.1 Summary of the findings 43

5.2 Conclusion 44

5.3 Recommendation 44

5.4 Research for further Studies

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