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THE IMPACT OF COMPUTERIZATION ON THE PRODUCT CREATION AND SERVICE DELIVERY (A CASE STUDY OF MAINSTREET BANK)
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 VI
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 – 4
CHAPTER TWO: LITERATURE REVIEW
2.1 INTRODUCTION 5
2.2 LITERATURE REVIEW 5
2.3 EVOLUTION OF COMPUTERIZATION IN NIGERIA BANKS 6 – 7
2.4 COMPUTER BASED PRODUCTS AND SERVICES 7 – 8
2.5 PRODUCTS AND SERVICES DELIVERY IN BANKS 8
2.6 IMPACTS OF COMPUTERIZATION OF SERVICE DELIVERY 8 – 9
CHAPTER THREE: RESEARCH METHODOLOGY
3.1 INTRODUCTION 10
3.2 RESEARCH QUESTION AND HYPOTHESIS 10
3.3 RESEARCH DESIGN 10
3.4 STUDY POPULATION 10 – 11
3.5 SAMPLE DESIGN AND PROCEDURE 11
3.6 DATA COLLECTION INSTRUMENT 11 – 12
3.7 TEST OF VALIDITY AND RELIABILITY OF INSTRUMENT 12
3.8 ADMINISTRATION OF INSTRUMENT(S) 12 – 13
3.9 PROCEDURE FOR DATA ANALYSIS 13
CHAPTER FOUR: DATE PRESENTATION AND ANALYSIS
4.1 PRESENTATION AND ANALYSIS OF DATA USING
RESEARCH QUESTION 14 – 18
4.2 PRESENTATION AND ANALYSIS OF DATA USING HYPOTHESIS 18 – 19
4.3 FINDINGS AND DISCUSSION 19 – 20
CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 SUMMARY 21 – 22
5.2 CONCLUSION 22
5.3 RECOMMENDATIONS 22 – 23
5.4 SUGGESTION FOR FURTHER STUDY 23
APPENDIX I 25
APPENDIX II 26 – 28
1.1 BACKGROUND OF THE STUDY
Today’s 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.
1.2 STATEMENT 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.
1. Why do we still find congestion in banks counters?
2. Why do customers complain about poor services render by banks despite computer operation?
3. Why do customers move from one bank to another?
4. Why is lack of confidence by customer during rational crisis?
5. Why is it that, there is no improvement in services despite computerization?
1.3 JUSTIFICATION OF THE STUDY
This 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.
1.4 OBJECTIVES OF THE STUDY
The main objectives of the study are:
1. To highlight the benefit and problems encountered by banks.
2. To find out why customers still experience difficulties while transact with their banks
3. To analyze how banking industry can be fully geared to operations through the impact of computerization.
4. To introduce to us the importance of computerization and how it can be effectively plan in banking activities.
5. And lastly, to examined the area of banking audit and benefit with its control in banking industry.
1.5 STATEMENT OF HYPOTHESIS
Towards the achievement of the above objective the following hypothesis are formulated.
Ho: Computerization does not have any impact on product creation.
Hi: Computerization has impact on product creation.
Ho: There is no relationship between computerization and service delivery.
Hi: there is relationship between computerization and service delivery.
Ho: Product creation has no significant impact on service delivery.
Hi: Product creation has significant impact on service delivery.
1.6 SCOPE 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.
1.7 ORGNIZATION OF THE STUDY
This 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
a collection, 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.
1.8 LIMITATION OF THE STUDY
There 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.