This research work
is to show the impact of computerization on product creation and service
delivery in Nigeria
banks. However, the project work was designed to examine the impact of
computerized banking operation that is how banks operate effectively with the
use of computer system. The method of gathering information was through the sue
of questionnaire, data collection through primary and secondary data from the
data collected, it was review that information was from many source, examples
are staff and manager of the bank, customers according to their period of
patronage, textbooks relating to the topic and some relevant printout relating
to the case study of the topic hypothesis testing were analyzed and also the
usage of percentage. This topic was choosen to enlighten people’s knowledge on
how technology has helped bank to perform effectively in there course of
operation. From various findings, it was discovered that banks can transact
business while sitting in a place to different countries through the
introduction of computer. The main objective of the project topic is to test
the effective services render by banks to customers through the introduction or
impact of computers to the customers. This study is therefore useful to student
who intends, to have the same knowledge in order to improve their knowledge on
the impact of computers in product creation and service delivery in Nigeria banks.
TABLE OF CONTENTS
TITLE PAGE I
TABLE OF CONTENT
CHAPTER ONE: INTRODUCTION
1.1 BACKGROUND OF THE STUDY 1
1.2 STATEMENT OF THE PROBLEM 1
1.3 JUSTIFICATION OF THE STUDY 2
1.4 OBJECTIVE OF THE STUDY 2
1.5 STATEMENT OF HYPOTHESIS 2
1.6 SCOPE OF THE STUDY 3
1.7 ORGANIZATION OF THE STUDY 3
1.8 LIMITATION OF THE STUDY 3
CHAPTER TWO: LITERATURE REVIEW
LITERATURE REVIEW 5
EVOLUTION OF COMPUTERIZATION IN NIGERIA BANKS 6 – 7
COMPUTER BASED PRODUCTS AND SERVICES 7 – 8
PRODUCTS AND SERVICES DELIVERY IN BANKS 8
IMPACTS OF COMPUTERIZATION OF SERVICE DELIVERY 8 – 9
CHAPTER THREE: RESEARCH METHODOLOGY
RESEARCH QUESTION AND HYPOTHESIS 10
RESEARCH DESIGN 10
STUDY POPULATION 10
SAMPLE DESIGN AND PROCEDURE 11
DATA COLLECTION INSTRUMENT 11 – 12
TEST OF VALIDITY AND RELIABILITY OF INSTRUMENT 12
ADMINISTRATION OF INSTRUMENT(S) 12 – 13
PROCEDURE FOR DATA ANALYSIS 13
CHAPTER FOUR: DATE PRESENTATION AND
4.1 PRESENTATION AND ANALYSIS OF DATA USING
RESEARCH QUESTION 14
4.2 PRESENTATION AND ANALYSIS OF DATA USING
HYPOTHESIS 18 – 19
4.3 FINDINGS AND DISCUSSION 19
CHAPTER FIVE: SUMMARY, CONCLUSION AND
5.1 SUMMARY 21
5.2 CONCLUSION 22
5.3 RECOMMENDATIONS 22
5.4 SUGGESTION FOR FURTHER STUDY 23
APPENDIX I 25
APPENDIX II 26
OF THE STUDY
business environment is very dynamic and undergoes rapid changes as a result of
technological innovation, increased awareness and demands from customers.
The application of information and
communication technological concepts, techniques, policies and implementation
strategies of banking services has become a subject of fundamental importance
and concerns to all banks and indeed a prerequisite for local and global
competitiveness. Information and communication technology (ICT) directly
affects how product managers decide, how they plan and what products and
services are offered in the banking industry. It has continued to change the
way banks and their corporate relationships are organized worldwide and the
variety of innovative devices available to enhance the speed and quality of
service delivery. Some banking services have been revolutionized through the
use of ICT as including account opening, customers account mandate and
transaction processing and recording.
This study also help to facilitate
that bank now offers customers the flexibility of operating an account in any
branch irrespective of which branch the account is domiciled through the help
of technology and how bank make product available to their customers through
effective service delivery.
OF THE PROBEM
The major problems faced by banks in
trying to improve their services towards satisfying their customers despite
improvement in technology are highlighted below and the possible question would
have to be sanswered as the statement of research.
Why do we still find congestion in banks counters?
Why do customers complain about poor services render by
banks despite computer operation?
Why do customers move from one bank to another?
Why is lack of confidence by customer during rational
Why is it that, there is no improvement in services
OF THE STUDY
study will afford the management in the banking sector the opportunity of
knowing the course of actions to take in improving their services towards
satisfying their customers and importance of computerization operations.
The study will
discuss the importance of computerization to main-street Bank limited by using
secondary data to tackle some of the highlighted problems, also it would be
useful in background knowledge of students and those who require research
information on the subject matters.
OF THE STUDY
The main objectives of the study
To highlight the benefit and problems encountered by
To find out why customers still experience difficulties
while transact with their banks
To analyze how banking industry can be fully geared to
operations through the impact of computerization.
To introduce to
us the importance of computerization and how it can be effectively plan in
And lastly, to examined the area of banking audit and
benefit with its control in banking industry.
Towards the achievement of the above objective the following hypothesis
does not have any impact on product creation.
has impact on product creation.
is no relationship between computerization and service delivery.
is relationship between computerization and service delivery.
creation has no significant impact on service delivery.
creation has significant impact on service delivery.
OF THE STUDY
This study is to affirm that the
impact of computers improve service delivery of a bank. The study will be
limited to the case study; Main- Street Bank Limited (Osogbo) which is expected
to be a good represented for all.
For the purpose of the study,
necessary data will be collected mainly from customers, staff and top
management of the bank.
The study is limited to these sources
of information because of the unavailability of sufficient resources and time
which would have made the research to come with a more comprehensive result.
OF THE STUDY
project work consists of five chapters in which, chapter one is introduction
which consist of background of the impact of computerization on product
creation and service delivery in banks computerization on product creation and
service delivery in banks of Nigeria Statement of the problem, justification of
the study, Objectives of the study, research hypothesis, Scope of the study and
limitation of the study
Chapter two is literature review
which consists of introduction review of related literature, operational scope
of the bank, measurement of the bank performance, impact of product creation
and service delivery on banks, the factors affecting service delivery of banks
and problems of bank operation on computerization.
Chapter three is methodology which
consists of sources of data, research question and hypothesis research design,
study population, sampling design and procedure, dat
instrument administration of instrument and procedure of data analysis
Chapter four is presented and
interpretation of data which consist of presentation analysis of data according
to hypothesis and general discussion and chapter five is summary,
recommendation, conclusion and suggestion of the further studies on product
creation and service delivery in Nigeria banks.
OF THE STUDY
are numbers of factors that militate against the researcher carrying out its
duty effectively and efficiently some of these are;
Time constraint: - since research can
not end, no matter is the time it may be given in carrying out research.
Operative attitude of some official visited:
- To obtain information from some of the bank is not an easy task, especially
material which banks tagged “SECRECY” or some no go area covered not to be
obtained. Also bank officials were not cooperating, thinking the researchers
are SSS/CID which serves as a watchdog.
The school management policy: - Since it
is a known fact that two things cannot be done at a time, the school management
should schedule the examination period to that of project work differently in
order to have effective discharge of duty by researcher.
Financial problems: - One of the major
problems faced by the researcher is inadequate finance which was contribute by
the researcher who are student and solely dependant.
Inadequate source of data collection:
the library source served little or no purpose of the study because there are
no textbooks and other related material on the topic. This creates additional
burden and expenses to us for looking elsewhere for current information on
internet and relevant textbook on the study.