ABSTRACT
This project work is on
the impact of information technology in the banking industry. 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 Bank and the customers that patronize their services. The research
instrument used for data collection were questionnaire and oral interviews.
Descriptive analysis was used in presenting and analyzing the data
collected. The chi – square statistics was used at 5% level of
significance to test the various hypothesis. From the data analysis, the
researcher came up with the following findings: 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:
Improve the information technology to help them enhance efficiency of the
services and satisfy their customers. That the bank should continue to source
for information that would help them satisfy their customers. 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 bank
has a vital role to play in enhancing the efficiency of the services provided
by the company.
TABLE OF CONTENTS
CHAPTER ONE
INTRODUCTION
1.1 Background
of study
1.2 Statement
of
Problem
1.3 Objective
of
Study
1.4 Research
Questions
1.5 Significance
of the Study
1.6 Scope
of the
Study
1.7 Definitions
of Terms
References
CHAPTER TWO
2.1 Literature
Review
2.2 Banking
Environment in Nigeria
2.3 The
Component of a Modern Information
2.4 The
Impact of Information
Technology
References
CHAPTER THREE
Research Design and
Methodology
3.1
Sources of
Data
3.2
Area of Study
3.3
Population of the Study
3.4
Sample Size
Determination
3.5
Research Instrument
3.6
Treatment of
Data
3.7
Questionnaire Distribution
References
CHAPTER FOUR
Data Presentation and
analysis
4.1
Data Presentation
CHAPTER FIVE
Findings Recommendations
and conclusion
5.1
Summary of
Findings
5.2
Recommendation
5.3
Conclusion
Bibliography
CHAPTER ONE
1.0 INTTRODUCTION
1.1
BACKGROUND OF THE STUDY
The world is a global village. It is due to the global state of the world that
bedsore becomes such an organic economic activity aimed at producing goods and
services. In this light of this organic nature of business, it constantly
changes with improvement in science and technology. Business man and women have
seen the need to also change their mode of carrying out business activities. In
order to keep abrest with the current practice and to effectively face
the constant and new challenges experienced in the business.
The growing expectation challenges, prompt the busies community into evolving
means to smoothen the performance of business. There are number of challenges
in business. These challenges are characterized by the constant changes in
trade of customer as well as the competitors all towards achieving or
controlling the patronage of the majority of the customer in the entire
industry.
According to Nwukwu, 1998 on article written on 29th September,
1998 which says that many baulas in the past has strive to improve their
counter services and reduce to the minimum, the waiting time of such services
by employing more staff to cope with the increasing number of customers.
But this did not yield much result, with the advent of information technology
in banks, like all banks have 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 waiting of customer. With the help of information technology all
banks according to information systems, the decision making proves loans and
credit evaluation and other banking services have been very efficient. To all
banks and offices 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 banks must be determined by the
peculiarity of its customers.
Thus to compete favourable 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 successful business. To this end, this research work is set to
study and research on “using management information system (MIS) to improve
customer services and growth in the banking industry”.
1.2
STATEMENT OF PROLEM
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 generation or generalization of banks have realized the
imperative of goods and prompt customer services. Also due to the fact that
some customers have now become wiser more discerning alert and sophisticated
with regard to closing where it is safe to put their money and where they would
be saved promptly, preferably in a pleasant, courteous looking at the level of
service and professionalism of the banks before depositing their funds.
Proximity to the banks 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 of the banks, they can provide quality service 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 the
customers have started associating quality of service in bank with the bank’s
possession of online real time system. In fact, possession of such system is
now judged to be the sine quanon of a high quality banking services in Nigeria.
1.3
OBJECTIVE OF THE STUDY
Among the objectives of
the study are:
(a) To
explore the relationship between information technology and service delivery
ability of banks.
(b) To
investigate the effect of information technology investment on profitability of
the banks on customer loyalty.
(c) To
investigate the effect of information technology.
(d) To
relate the advent of information technology to the effect of service delivery
on all banks.
(e) To
suggest how banks executive can direct and manage the investment information
technology and maximize profit.
1.4
RESEARCH QUESTIONS
1. What are the opinions
of customers regarding the information and technology in efficient operation of
bank service.
2. Through which means
do customers know the existence of bank services.
3. What are the
customers rating on the banking services rendered by banks.
4. Do customers believe
that good information technology increases the competitive position of banks.
5. What are the opinions
of customers to the current information technology in banks.
6. Opinion on company’s
customers relationship.
7. Is there any staff
relationship with management of the company.
8. Staff opinion
regarding information dissemination channel.
9. What are the staff
level with information technology on ground.
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 presently
used in the banking industry are telephone, wireless radiophone, computer
system, automated teller machine (ATM), very small opportune terminal satellite
(VSAT), telegraph, etc. so for a bank to be perceived as providing high quality
services to customer in a more timely, friendly and considerable manner at no
cost to the customers. The use of information technologies increase the bank
productivity in most banks, banks can now attend to a lot of customers since
information technology speeds up cashiers’ work. The study revealed that
information technology has appreciable positive effects on the banks
productivity, cashiers service and bank service, banking transaction, bank
patronage and customer services. These affect the growth of the banking
industry in Nigeria positively because customers can now collect money from
branch of their bank and the stress and risk of travelling or carrying a huge
sum of amount is avoided due to the introduction of ATM cards.
Information technology also plays a role in the enquiry of a customer state of
account, this has been made easy with the invent of information technology
because with the introduction of mobile banking one can get access to his
bank detail using the (GSM) global system mobile or using the internet.
1.6
SCOPE OF THE STUDY
The study covers all commercial banks in Nigeria
but the research work focuses on some selected banks in Enugu metropolis.
1.7
DEFINITION OF TERMS
1.
Management information system
This is the formal method of making available to
management the accurate, timely information necessary to facilitate the
decision making process and enable them i.e the organization planning functions
be carried out effectively.
2.
Electronic data processing
This is where data processing takes place for a
few organization function usually use accounting and billing this concept
of computer base.
Department | Banking and Finance |
Project ID Code | BFN0240 |
Chapters | 5 Chapters |
No of Pages | 51 pages |
Methodology | Descriptive |
Reference | YES |
Format | Microsoft Word |
Price | ₦4000, $15 |
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Contact Us On | +2349067372103 |
Contact Us On | +2349094562208 |
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