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Achieving Quality Service Delivery in the Banking Sector through Information Communication


Content

Abstract

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

Certification                                                             ii

Dedication                                                               iii

Acknowledgements                                                  iv

Abstract                                                                   v

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

References                                                              72

Appendices                                                              76


CHAPTER ONE

INTRODUCTION

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.


Hypothesis One

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.

Hypothesis Two

Ho:  Customer does not respond positively to the information technology items like ATM.

HI:    Customer respond positively to the information technology items like ATM.

Hypothesis Three

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.

Hypothesis Four

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.


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