This project work is on the impact of information technology in
the banking industry. And Sky Bank will be chosen as a case study.
In doing this, both primary and secondary data were collected to
solve the research problem. The population of the study comprises of the
personal of Sky Bank and the customers that patronize their services.
The research instrument used for data collection were
questionnaire and oral interviews. Tables, frequencies and percentages
were used in presenting and analyzing the data collected. The chi –
square statistics was used at 5% level of significance to test the various
From the data analysis, the researcher came up with the following
- That the customer are not satisfied with the
level of information technology of the Bank
- Then based on the findings above the researcher
recommended the following that the bank should:
(a) Improve the information technology to help them
enhance efficiency of the services and satisfy their customers
(b) That the bank should continue to source for
information that would help them satisfy their customers.
(c) The problem of funds and high cost of
information should be taken care of by releasing fund which will be used to
improve the quality of information technology of the bank.
The conclusion of this study is that information technology of Sky
bank has a vital role to play in enhancing the efficiency of the services
provided by the company.
TABLE OF CONTENTS
1.1 Background of the study
1.2 Statement of
1.3 Objective of the Study
1.4 Research Hypothesis
1.5 Significance of the Study
1.6 Scope of the study
1.7 Definition of
2.0 REVIEW OF RELATED
2.1 Review Of Related
2.2 Banking environment in Nigeria
2.3 Application of information system
applied in banking industry
2.4 Types of information system allied in
2.5 The impact of information technology to all
state bank (Head office in Enugu)
2.6 Organizational Profile
3.1 Sources of
3.2 Area of Study
3.3 Population of Study
3.4 Sample of six Determination
3.5 Research Instrument
3.6 Treatment of Data
3.7 Questionnaire Distribution
4.0 Data presentation, analysis and
5.0 SUMMARY OF FINDINGS, RECOMMENDATION AND
5.1 Summary of Findings
1.1 BACKGROUND OF THE STUDY:
The world is a global village. It is due to the global state
of the world that bedsore became such an organic economic activity armed at
producing goods and services.
In this light of this organic nature of business, it constantly
changes with improvement is science and technology. Business men and
women have seen the need to also change their mode of carrying out business
activities in order to keep abreast with the current practice and to
effectively face the constant and new challenges experienced or the business.
This growing expectation challenges prompt the business community
into evolving means to smoothen the performance of business. There are
number challenges of business. These challenges are characterized by the
constant changes in trade of customer as well as the competition in the
business circle by other competitors all towards achieving or controlling the
patronage of the majority of the customer in the entire industry.
According to Nwukw (1998) an article written on 29th September, which says that many
bank in the past has strive to improve their counter services and reduce to the
minimum, the waiting time for such service by employing more staff to cope with
increasing number of customers.
But this did not yield much result with the advert of information
technology banks, like all state bank head office has been able to automate
some aspect, if not all their operation and this has resulted to lower cost in
terms of paid salaries to staff and wasting of customer. With the help of
information technology in the all state bank, according to information systems,
the decision making proves, loans and credit evaluations and other banking
services have been very efficient. The all states bank head office having
realized the existence in the competitive economy depends on the level of
information technology adopt it protectively. That the range of
information technology adopted by all states bank must be determined by the
peculiarity of its customer.
Thus, to compete favorable and effectively in the work of today’s
complex business environment, the business has to keep itself abreast with the
dynamic changes and also adopt new methods currently practiced all over the
world, i.e by most success and business. To this end this research world
is set to study and research on “using management information system (MIS) to
improve customers service and growth in the banking industry.
1.2 STATEMENT OF PROBLEM:
Information technology is an entrepreneurial as corporate
resources should be managed and it greatly increase the opportunities that are
available to the organization.
As a result of the
increased demand for customer deposits, Nigerian banks especially the new
generalization bank have realized the imperative of good and prompt customer
service. Also, due to the fact that the some customers lost their depositin the
erstwhile technically insolvent or distressed banks, customers have now become
wiser, more discerning alert and sophisticated with regard to choosing where it
is safe to put their money and where they would be served promptly,
preferably in a pleasant, courteous and friendly environment. Thus, they
have started looking at the level of service and professionalism of the banks
before depositing their funds. Proximity to the bank is no longer the
issue. Safety and the level of service, with regard to quality, speed and
efficiency has become the major imperative.
On the part f the
banks, they have realized that one way in which they can provide quality
service is through the use of technology. Hence there is a growing rate
of adopting new technologies in Nigeria banking operations. Moreover,
there is a growing evidence that customers have started associating quality of
service in a bank with the bank’s possession of online real time system.
Infact, possession of such system is now judged to be the sine quanon of a high
quality banking service in Nigeria.
1.3 OBJECTIVE OF TH STUDY:
Among the objective of the study are
(a) To explore the correlation between information
technology and services delivery ability of banks.
(b) To investigate the effect of information
technology, investment on profitability of the all state banks on customer
(c) To investigate the effect of information
(d) To relate the advent of information technology
to effective services delivery of all stats bank.
(e) To suggest how first, banks executive can direct
and managed the image investment information technology and maximize profit.
1.4 HYPOTHESIS FORMATION:
The null hypothesis will be tested against the alternative
Customer choice of banks is not a function of the level of information
technology investment of the bank.
Hi: Customer choice of banks is function of the
level of information technology investment of the bank.
Ho: Customer loyalty do not depend on a high
information technology extent in bank.
Hi: Customer do not perceive all states banks as
high information technology bank.
Customers do perceive all states bank s high information technology bank.
1.5 SIGNIFICANCE OF THE STUDY
The impact of information technology has contributed immensely to
the growth of the banking industry in Nigeria. Some available
telecommunication and information technologies which are presently being used
in the banking industry are telephone, facsimile, wireless radiophone, very
small opertun terminal satellite (VSAT) telegraph and computer system. So, for
a bank to be perceived as providing high quality service, that bank has to have
an Information Technology (IT), system which it uses to deliver service to
customer in a more timely, friendly and considerate manner, at no extra cost to
the customers. The use of information technology increase bank productivity in
that with the use of information technology , the bank can attend to a lot of
customer since IT speeds up cashiers’ work. The study revealed that
information technology has appreciable positive effects on the bank
productivity, cashiers service and bank services, banking transaction, bank
patronage and customer services. These affect the growth of the banking
industry in Nigeria positively because customers can now collect money form any
branches of their bank. Also customers do not need to move about with
large sums of money and customers are being attended to within a short period
The effect of information technology on an enquiring on a
customers’ state of account is highly appreciated by the customers. It
also revealed that telephone, computer systems and facsimile services are
available in nearly all eh banks making use of information technology.
Also the use of ATM (Automatic teller Machine) has helped greatly in money
TERMS AND CONDITIONS APPLY
For more informations on project materials and more