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- THE EFFICACY OF INFORMATION TECHNOLOGY AND COMMUNICATION [ICT] ON ORGANISATIONAL PERFORMANCE (A Case Study of First Bank Nigeria Plc.)
- THE RELEVANCE OF INFORMATION TECHNOLOGY (IT) TO THE MANAGEMENT OF SMALL AND MEDIUM SCALE ENTERPRISES IN NIGERIA (A Case Study of Card Centre Nigeria Limited )
- AN ASSESSMENT OF CORPORATE SOCIAL RESPONSIBILITY ON ORGANISATIONAL PERFORMANCE IN THE BANKING INDUSTRY (A STUDY OF FIRST BANK NIGERIA PLC.)
USE OF INFORMATION AND COMMUNICATION TECHNOLOGY TO EFFECT SERVICE DELIVERY IN THE BANKING INDUSTRY
This research was carried out to examine the effective service delivery by banks in Nigeria through the use of (ICT). There have been series of assumption that the use of information and communication technology has greatly enhanced the output of the banking sector in Nigeria. It is in a bid to confirm these assumptions that the researcher carried out this study. Questionnaire was the instrument used to collect data from respondents with a sample size of one hundred staffs from various banks in Nigeria, information was also sought from textbooks and journals based on the analysis of data, it was revealed that the use of information and communication technology has really enhanced the effective service delivery in the banking sector. It was also revealed that training of bank workers on the usage of information and communication technology increase the prospects of workers. Therefore workers should be trained in the cause of information and communication technology equipment. Finally workers were assured Based on the findings, it was recommended that the banking sector in Nigeria should procure information and communication technology to enhance workers performance and efficient delivery of services.
TABLE OF CONTENTS
Title Page i
Table of Contents vi
Chapter One: Introduction
1.1 Background of the Study 1
1.2 Statement of Problem 3
1.3 Research Questions 5
1.4 Objective of the Study 5
1.5 Statement of Hypotheses 6
1.6 Significance of the Study 8
1.7 Scope of the Study 8
1.8 Limitations of the Study 9
1.9 Definition of Terms 10
Chapter Two: Review of Related Literature
2.1 Introduction 12
2.2 What is Information and Communication Technology? 15
2.3 Types of Information and Communication Technology 17
2.4 Components of Information and Communication Technology 21
2.5 Benefits of Information and Communication Technology (ICT) in Banking Service 27
2.6 Reasons why Banks do not use Information and Communication Technology (ICT) 30
2.7 Impacts of Information and Communication
Technology on the Performance of Nigerian Banks 31
Chapter Three: Research Method and Design
3.1 Introduction 36
3.2 Research Design 36
3.3 Description of Population of the Study 37
3.4 Sample Size of the Study 37
3.5 Sampling Techniques 38
3.6 Sources of Data Collection 38
3.7 Method of Data Presentation 41
3.8 Method of Data Analysis 41
Chapter Four: Data Presentation, Analysis and Interpretation
4.1 Introduction 42
4.2 Presentation of Data 42
4.3 Data Analysis 45
4.4 Hypothesis Testing 54
Chapter Five: Summary of Findings, Conclusion and Recommendations
5.1 Introduction 57
5.2 Summary of Findings 57
5.3 Conclusion 59
5.4 Recommendations 61
1.1 Background of the Study
Information and communication technology (ICT) is an instruction technology to enhance the effective service delivery by banks in Nigeria; it is the application of organized or scientific knowledge to practical tasks of using the system.
According to Akinola and Aremu, (2000) instructional technologies incorporate the tools and making present support to reinforce the usage of this system. Technology in this respect involves broad based technology including it methods, management and it applications, that support the creation, storage, manipulation and communication of information on bank employees. An information and communication technology (ICT) tool includes the following.
i. Computer i.e. keyboard
ii. Audio visual i.e. Television, video, games, telephone, radio cassette.
iii. Internet printed materials i.e. pictures, chats, all these tools plays a vital and control role on information and communication technology (ICT) on bank employees.
Meyer (1997) Sees information and communication technology (ICT) as “the hardware, software, telecommunication technology, human skills and intellectual content that enable the study, design, development, implementation, support, management or use of intellectual expressions. This includes data, knowledge and languages in all digital, print, audio and visual formats.
Conclusively UNESCO (2000) states that information and communication technology (ICT) Can simply be defined as the “Scientific” technology and engineering disciplines and management techniques used in information handling and processing. The emergence of information technology deeply relates with the information and technology (ICT), this technology in banks otherwise known as electronic banking (E-Banking), started in the late sixties when electronic banking stormed the British banking scene. Nigeria stated the long tortuous journey in November 1990 when societal General Bank launched her automated teller machine (ATM). The need for efficiency in productivity increased profit and good banking practices are some of the major factors that led to the emergence of information and communication technology (ICT).
Apart from helping to increase the effectiveness of banking practice in terms of job interest, job challenges and expanding its nature, it has also revolutionized business organization in the areas of data processing and information processing.
Based on the advent of information and communication technology in business organization and in the banking system, the researcher intends to look at the effective service delivery by banks in Nigeria, through the use of information and communication technology (ICT).
1.2 Statement of Problem
There are numerous and enormous benefits attached to information and communication technology (ICT), Such as accurate maintenance of customer’s account, fast accessing of customers account balance fast and accurate computation of bank changes, enhanced communication and above all the elimination of long queues in the banking hail, Banking from home through the use of internets and telephone reduces the storage space, therefore few people uses the bank thereby reducing employees and staff uses the bank thereby reducing employees and staff uses in the bank, unfortunately evidence has shown that the Nigeria E-banking services remain highly inconvenient to customers. Then what is the problem of our computerized banks. Are the personnel congestion often seen at bank counters, where does the problem lies in our computerized banking service? It is in this light that researchers wish to find out the effective service delivery by banks in Nigeria through the use of information and communication technology (ICT)
1.3 Research Questions
Based on the problem stated above the following research questions were formulated.
i. How does the use of information and communication technology (ICT) affect the workers performance m the banking system?
ii. To what extent does the use of (ICT) affect the job security of workers?
iii. To what extent can the use of (ICT) in the banking sector affect the prospects of workers?
iv. How does adequate training on the use of (ICT) improve workers standard in the office.
v. What is the relevance of the use of (ICT) in dissemination and retrieval of information organization?
1.4 Objective of the Study
The research on the use of information and communication technology (ICT) have witnessed a lot of problems, to address these problem, some relevant question that must be answered are raised below;
i. What has the establishment of the use of information and communication technology (ICT) in the banking system done to Nigerian development?
ii. What are the problems of using information and communication technology (ICT) in the banking sector?
iii. What are the contributions of using information and communication technology (ICT) in the creation of employment opportunities?
iv. What are the importances of using information and communication technology (ICT) in the delivery of service in the banking sector?
v. What is the productivity derived using information and communication technology (ICT) in the banking sector?
vi. What are the solutions to the problem?
1.5 Statement of Hypotheses
The purpose of this study therefore is to present some relevant answers and solutions to these problems/questions that have long been neglected. Some of the answers to these questions are summarized below:
i. The contribution of information and communication technology (ICT) has helped greatly in the creation of employment opportunities in Nigeria, especially in the area telecommunication and information dissemination.
ii. The use of information and communication technology (ICT) to the delivery of services by banks has helped increased the development of banking system.
iii. The productivity of using information and communication technology in delivery services by banks in the banking sector is very high.
iv. Using information and communication technology in banks is very important in the banking system.
In essence the aim of carrying out this research is to go deep into how the uses of information and communication act as instrument for economic development. The important of using (ICT) in the banking sector as well as technicality in their delivery of services and financial problems with a view to suggest ways by which government render supportive measures to their operations.
This work is also to service as a reference to other student of accounting and other fields and discipline tertiary institutions of higher learning, who may have course to know how the effective service delivery
by banks through the use of (ICT) helps a lot in the banking sectors.
1.6 Significance of the Study
The significance of this research is to find a solution to the banking system, which is characterized by anomalies such as dissatisfaction, poor output and performance, breakdown of system, lost of signals from data control, lost of resources to crime and error.
These problems are to be determined and relevant solutions are to be suggested in other to minimize profit and minimize cost in the banking industries.
1.7 Scope of the Study
This study is strictly on the effective delivery of service by bank, through the use of (ICT) with particular reference to some of its functions like home banking, internet banking, telecommunication, electronic cards, electronic fund transfer and automated teller machine (ATM).
1.8 Limitations of the Study
Considering the fact that the project is a group work makes it difficult for the work to move smoothly because there may be times we need the attention of everybody, you will find that is only some persons are present apart from that, money or financial aspect is also a factor in our research.
Owning to the geographical vastness of banks in Nigeria, time and financial limitation, it was impossible to have data collection from all parts of Nigeria. There were also constraints such as the uncompressing attitude of many respondents; some of them frowned at some questions which they felt contained details that appear to probe their private financials and
Some of the interview achieved that the exercise was m connection with tax purpose.
1.9 Definition of Terms
Bank: The bankers and other financial institution degree 1991 describes a bank as that company operating a banking business, it must hold a valid license and this
Banking: Banking ordinance (1952) defined banking as the business of receiving from the public on current and savings account, money which is to be repayable on demand by cheque and passbook and of making advance to customers.
Computer: A computer is electronic device that is capable of receiving data, process those data through the processing unit (CPU) to give useful information to the ends user through the output units.
Data: This is a set of numbers, figures and raw materials used as input into the system for extraction of output (information).
Hardware: The computer hardware is the set of physical components of the computer system; such as the mouse, monitor, keyboard, central processing unit (CPU).
Software: This is a collection of instruction (programs), which are designed to solve specific users’ purpose or to control and enhance the operations and use of the computer.
Management Information System (MIS): Management information system converts data into information in an appropriate form to managers for making effective and timely decisions to plan direct, staff control and organize the activities of the organization.
Network: This is the interconnectivity between independent and semi-independent computers in order to share resources like printer, database, and files etc.