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No of pages:66

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Introduction:

In 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.