Achieving Quality Service Delivery in the Banking Sector through Information Communication
This study investigates how service delivery in the banking sector is achieved through information communication. The broad objective of the study is to find out if customers respond positively to the information technology items such as the ATM and also to ascertain if banking industry have any problem in adopting the information technology as a means of operative in service delivery. Banks have the problem of inability to meet with it’s raising population of customers, and thus, information technology is paramount which helps in boosting workers morale and shielding customers’ confidence. The study uses the primary source of data to collect through stratified questionnaire. A sample size of 30 was used which was chosen using the simple random sampling technique to eliminate bias among the population. The chi-square statistical tool was used in testing the various hypotheses. The study revealed that information technology is of great importance to the effective banking service delivery and that internet is really needed for effective service delivery in the banking industry. The study concludes that the full move away from the branch-centered organization into virtual banking will require new information technology applications and new managerial practices within the banks’ most profitable market segments. The study recommends among others that there should be periodic educational campaigns about the technological facilities and their usage by the banks to promote customers patronage.
TABLE OF CONTENTS
Title Page i
Table of Contents vi
Chapter One: Introduction
1.1 Background to the Study 1
1.2 Statement of Problem 2
1.3 Research Questions 3
1.4 Objective of the Study 4
1.5 Statement of Hypothesis(es) 4
1.6 Significance of the Study 6
1.7 Scope of the Study 7
1.8 Limitations of the Study 7
1.9 Definition of Terms 8
Chapter Two: Review of Related Literature
2.1 Introduction 10
2.2 History of Banking in Nigeria 11
2.3 Concept of E-Banking in Nigeria 12
2.4 Functions of Bank 16
2.5 Commercial Banks 23
2.6 Information Technology 23
2.7 The Effect of Information Technology on the Growth
of the Bank Industry in Nigeria 23
2.8 Internet 27
2.9 Technology and Service Quality 28
2.10 Areas of Information and Communication
Technology Deployment by Banks 34
2.11 Reasons for Automation of Banking Operation 39
2.12 Challenges of Regulatory on E-Banking in Nigeria 40
2.13 Quality Service in the Banking Sector 42
Chapter Three: Research Method and Design
3.1 Introduction 46
3.2 Research Design 46
3.3 Description of Population of the Study 46
3.4 Sample Size 47
3.5 Sampling Techniques 47
3.6 Sources of Data Collection 47
3.7 Method of Data Presentation 48
3.8 Method of Data Analysis 48
Chapter Four: Data Presentation, Analysis and Hypothesis Testing
4.1 Introduction 49
4.2 Data Presentation 50
4.3 Data Analysis 52
4.4 Hypotheses Testing 57
Chapter Five: Summary of Findings, Conclusion Recommendations
5.1 Introduction 67
5.2 Summary of Findings 67
5.3 Conclusion 68
5.4 Recommendations 69
1.1 Background to the Study
When we talk about the background we are to dance down to the information meaning of information technology and what is all about, since it is the central of thought.
However, according to Akuwudike and Ugwu (2002), information communication technology is the collection and gathering recording, storage, processing and communication a macro-electronic based, combination of computer and telecommunication technology. It is however, based on the convergence of data processing and communication techniques, the former providing the information while the latter provided the vehicle for disseminating or communicating it is hence, a relatively new filled that combines the technology of the computer with that of telecommunications and therefore represents the latest form of man-machine interface.
Moreover, it has played a vital role in the newer field of experts systems and artificial intelligence. Experts are able to achieve these fits because at the abundant knowledge on, and the relevance of information theory which itself is the study of information and the way if is communicated (Armstrong, 1993).
Also information Communication Technology can be said to a relatively new field that combines the technology of the computer with that of communication, concerned with the gathering, recording, storage, processing, and dissemination of information and represents the largest form of man machine interface such as internet services; Al experts system just but few (Jan, 2007).
1.2 Statement of Problem
In recent time, most banks have been in the bandage of how to manage their information, and how to satisfy their customers.
Also, the rate of competition in the banking industry today is also a big problem on the banking industry.
However, banks also have the problem of inability to meet with it’s raising population of customers, for instance, the issue of information technology, such as online is not adequately effective. Hence contribute to the valuable time customers spend in the bank to meet up with their needed transaction.
The problem of network is another problem which is currently experienced in the banking industry. Sometimes, when customers are in the bank to lay complain regarding the services being rendered, they are met with excuses of system failure which hinders the operations of banks and lead to the customer not achieving their aim in such period.
1.3 Research Questions
The research question includes the following.
1. Is information technology of any effect to the banking service delivery?
2. Does customers response positively to the information technology items like ATM?
3. Is Internet needed in service delivery of the banking industry?
4. Does banking industries experience any problems in adopting the information technology as a mode if operative in customer service delivery?
1.4 Objective of the Study
The broad objective of the study is to quality service delivery in the banking sector through information. The specific objectives are to:
1. examine the effect of information technology to the banking service delivery;
2. find if customers respond positively to the information technology items such as ATM;
3. ascertain if internet activities is of relevant to service delivery in the banking industry and;
4. find out if the banking industry have any problem (s) in adopting the information technology as a means of operative in customer service delivery.
1.5 Statement of Hypotheses
To analyze the effectiveness of information technology in bank’ services deliveries the following hypothesis are formulated.
Ho: Information technology is not of any importance to the effective banking service delivery.
HI: Information technology is of great importance to the effective banking service delivery.
Ho: Customer does not respond positively to the information technology items like ATM.
HI: Customer respond positively to the information technology items like ATM.
Ho: Internet is not really needed for effective service delivery in the banking industry.
HI: Internet is really needed for effective service delivery in the banking industry.
Ho: The banking industry does not experience any problems in adopting information technology as a mode of operation in customer service delivery.
HI: The banking industry experience problems in adopting information technology as a mode of operation in customer service delivery.
1.6 Significance of the Study
Considering the great competition in Banking Industry presently, the use of information technology is of great importance to bank that may deem it fit to adopt it.
Information technology has represented a turn around change in banking cultures and the ways of doing things into new ways.
It has also enabled the banks to benefits from its array of produce is especially in the provision of service like on line banking, Internet banking etc. through the acquisition of programmes and websites.
These features enhanced communication and transaction across the world into a global village. Through these arrays of service and delivers information technology has been able to enthrow the world into the recent and widely orchestrated information super high way.
Information technology as has been highlighted earlier on is an essential basis for planning, organization, managing administering and controlling the key operations and activities within the banking industry and other organization.
Finally, information technology provided to capacity to generate process and manipulate masses of continuous information quickly and economically and to ensure that it can be accessed rapidly.
1.7 Scope of the Study
This study focuses on achieving quality service delivery in the banking sector through information communication. A time frame of 5 years was adopted (2011 to 2015). The geographical location used for this study is Benin City, Edo State using a sample size of 30 for effective result.
1.8 Limitation of the Study
Time limit is necessary in that the researcher has to consider together with the other course that will help in the successful completion of the programme.
Another limiting factor is money. The Lord Economic climate in the country and the nation’s total commitment to want the structured.
As a result of the above limitation, the scope of this work has reduced to a management level.
Furthermore, some vital motivated or information which would have helped the quality of the research work are not to our reach due to lack of finance, unfaithfulness of some respondent to reveal certain information to the respondent to reveal certain information to the researcher.
Course Load: The researcher had many other academic problems to solve other than the project. The apportionment of time to all these activities made it had to be carried out under the desired time interval.
In spite of the above limitations, the researcher worked relentlessly within the limit to achieve the stated objectives of this work.
1.9 Definition of Terms
Artificial Intelligence: The use of compute to simulate the reasoning process of an expert human being in solving complex problems in a special area of expertise (demain).
Computer: A machine used in modern time in organizations and home to Manipulate data.
Data Processing: The transformation of data inputs into information output.
Device: Thing made or used for a purpose scheme.
Global Village: The world refers to as a small and simple communication place.
Disseminate /Dissemination: A way of spread Information widely.
Internet: It is global computer network that is linked together through telecommunication (i.e. telephone network).
Manipulate: To handle or mange in a skillful or cunning way.
Super High Way: This number of changes in the way American cans communication with each other and people around the world.
Technology: The study of mechanical arts and applied sciences.