ABSTRACT
This research work was
aimed at determining the extent to which the use of man agreement information
system will improve customer services in inter-continental bank with much
emphasis on the impact of computerization of its operations.
A structured
questionnaire made up of a little combination of dictatorship and open ended
questions was developed and distributed to a total number of 97 employees
comprising of both make and female employees of inter-continental bank 5 Okpara
Avenue, Enugu.
The data collected were
analysed using percentages. Based on the above major findings include:-
1) Time
wasted in bank is constituted by various things such as, too many customers,
and breakdown in the system etc.
2) That
employing computer services will reduce time wasting.
3) That
the activities of fraudsters as been the major set back of the use of
management information system.
4) That
there are benefits associated with the use of management information system.
5) That
the bank would be able to keep and maintain records of various accounts and
customers records as well as management and staff efficiency.
Based on these findings,
the following recommendations are made:-
1) To
computer favourably, there should be a means by which new methods of operation
is adopted.
2) There
should be proper planning before introducing a computerization system.
3) Staff
should be trained properly
4) Customers
satisfaction should be the top most priority of the bank.
TABLE OF CONTENTS
CHAPTER ONE
1.0
Introduction
1.1
Background of the study
1.2
Statement of the problem
1.3
Purpose of the study
1.4
Research question
1.5
Scope of the study
1.6
Limitation of the study
1.7
Significance of the study
1.8
Definition of term
Reference
CHAPTER TWO
2.0
Literature Review
2.1
Brief history of banking in Nigeria
2.2
Banking operation in Nigeria
2.3
Origin of money
2.4
Development of banking
2.5
Account maintained by inter-continental trust bank
2.6
Using management information system to improve customer service
Reference
CHAPTER THREE
3.0 Research
design and methodology
3.1
Area of the study
3.2
Population of the study
3.3
Sample and sampling techniques
3.4
Instrument of data collection
3.5
Methods of data collection
3.6
Method of data analysis
Reference
CHAPTER FOUR
4.0
Data presentation and analysis of data
4.1
Summary of findings
Reference
CHAPTER FIVE
5.0 Discussion
of result
5.1
Discussions of result/findings
5.2
Conclusions
5.3
Recommendation
5.4
Implication of the research findings
5.5
Suggestion for further research
Bibliography
Appendix 1
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND
OF THE STUDY
Management Information
System (MIS) is a planned computer based system designed to provide management
with a continual flow of information relevant to it’s specific decision
areas. It is a continuing interacting structure of people, equipments and
procedures to gather, sort, analysis, evaluate and distribute pertinent, timely
and accurate information for use by management decision makers to improve their
management planning implementation and control.
It is based on this planned computer based system that managers in the banking
industry tend to improve the services they rendered to their customers.
The world as a whole has become one global village as a result of information
technology and in a bid to adapt to the constant changes with the improvement
in science and technology, the banking industry have seen the need to also
change their mode of operation in order to keep abreast with the current
practice and to effectively face the constant challenges experienced in
business.
These changes and
challenges goes along with the dynamic nature of the business environment,
which is the key determinant factor of the success and failure of any
business. In the light of this dynamic nature of business, customers have
a lot of expectation from banks in the way they render their services.
This growing expectation prompt the banking industry into the use of management
information system to smoothen their performance and the improvement of
services rendered to customers.
Today, there are lots of
challenges in the banking industry characterized by constant changes in
customers needs as well as competition. Different banks strive towards
achieving or being the major controller of customer’s patronage in the entire
industry.
Thus, in a bid to
compete favourably and effectively, some banks has to adopt new methods of
operation currently practical all over the world.
Within the wider world,
mankind has found himself entrapped in what is regarded as computer age which
is the use of computer in diverse area of human endeavour. Due to
computer network, on-line information, electronic banking and fund transfer
services, it is easy for one to transact bank business including cashing of
money.
In some banks, people
some times spend nearly the full working day in order to collect their
money. However, if such bank computerized their services, it will taken
them much less time to serve their customers, thereby reducing the man-hour
wasted by personnel which will enhanced productivity.
In Management Information
System (MIS), the use of computer in performing administrative function
enhances the creation of files in the computer memory such as account, accounts
reporters covering receipt of payments income, expenditure, balance sheet and
security reports files. There is no doubt the banking industry would have
a perfect control of their business without paying too higher premium in terms
of time with the computerized analysis and presentation of the information in
these files.
Planning in any
organization is the availability of adequate and accurate information.
Therefore, organizing a raw diverse data in such a way as to present itself in
an easy to digest manner for quick and easy decision taken would involve the
processing of these raw data in an efficient means.
Today, the most efficient means of performing this exercise is through the use
of computer based management information system, which contains the operational
data based management system that ensures that records are kept up to date and
made available on demand to those who need them for planning and operational
purpose.
Therefore, for any
corporate organization or industry like the banking industry to be effective
and successful in their operation, there must be availability of adequate and
reliable information about their customers, what they need and how to satisfy
this needs. Absence of effective management has led to the collapsing of
some banks in the country.
Despite the awareness
and availability of Management Information System (MIS), these are still some
lapses as regard the quality of services some banks rendered to their customers
such as time wasting, delay in sorting out of customers data, inability to
access customers account as a result of computer breakdown etc.
Based on the above
information, the researcher is motivated to examined the extent to which
Management Information System (MIS) can be use to improve customer services in
the banking industry with emphasis on Inter-Continental Trust Bank Plc Enugu.
1.2 STATEMENT
OF PROBLEM
The introduction of
management information system has brought about changes in the business
environment as well as well as the banking industry, but inspite of this there
are still areas in which it has not been fully utilized in carrying out banking
operations in the banking industry.
There are still some
banks in Nigeria were data processing and executive of transaction are done
manually, at times, customers account cannot be accessed due to computer
breakdown inability to go-on line, delay in collecting or sorting out of
customer’s data, undue delay in collecting money from the bank and sometimes
the activities of fraudsters.
The above factors have
created a negative patronage from public savings and other transactions through
the bank. This has resulted to loss of revenue for some banks as well as
customers in terms of services rendered to them.
1.3 PURPOSE
OF THE STUDY
This research work is
aimed at discovering means by which management information system (MIS) can be
used to improve customer services in the banking industry. This will
serve as a basis for improving the present system of operation and the quality
of services rendered.
An improved computerized
banking operation has a great advantage of improving the quality of services
rendered to customers, which will smoothen the performance of the various
department of the bank.
Therefore, the purpose
of this study is to examine the possible impact of computerization of banking
operation such as:-
1. Speed
of transmission
2. Accuracy/adequacy
of management decision making
3. Improved
management functions
4. Security
5. The
effectiveness and efficiency of the banking operation
6. The
extent of computer fraud in the bank
1.4 RESEARCH
QUESTIONS
To guide this study,
research question are hereby formulated for proper direction which are:-
1. To
what extent with the use of management information system improve customer
service in the banking industry.
2. To
what extent is the efficiency in the use of computer in the bank?
3. What
is the level of security against fraudsters in the bank?
4. What
are the measures taken in terms of customer’s satisfaction?
1.5 SCOPE
OF THE STUDY
Although this study covers all commercial banks, but
the work is limited or focused on inter-Continental Trust Bank Plc, 5 Okpara
Avenue, Enugu. With a view on using management information system to improve
customer service in the banking industry.
1.6 SIGNIFICANCE
OF THE STUDY
The outcome of this
study can create the much needed awareness of using management information
system to improve the performance and effectiveness of banks.
On completion of this
study, the management of inter-continental bank is expected to take advantage
of the suggestions and recommendation that will be made so as to fully embrace
the utilization of management information system for proper management of the
bank in terms of planning, decision making, services rendered and for other
operational purposes.
Also, it is expected
that the result of this work will restore to some basic areas in which the bank
have not been using management information system.
Efficiency and
effectiveness are terms associated with any industry. A bank cannot
compete favourably with other well-known banks in the banking industry without,
having its operation computerized. This is because the success of any
bank lies on the computerized operation of their banks, which gives them edge
or put them ahead other banks in terms of customer satisfaction.
Therefore, the bank
should computerized its operation in other areas such as computer network,
on-line information (electronic banking) and fund transfer services in other to
join the new of success experienced by the fast growing banks within the
banking sector.
1.7 DEFINITION
OF BASIC TERMS
a.
Management information system:- This is the creation of a computer data base containing the
operational data of an establishment.
b.
Information technology:- This is the collection and gathering, recording,
storage, processing and communication information using a micro-electronic
based combination of computer and telecommunication technologies.
c.
Service:- These are
intangible activities which provide want satisfaction.
Department | Business Administration and Management |
Project ID Code | BAM0075 |
Chapters | 5 Chapters |
No of Pages | 68 pages |
Methodology | Null |
Reference | YES |
Format | Microsoft Word |
Price | ₦4000, $15 |
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Contact Us On | +2349067372103 |
Contact Us On | +2349094562208 |
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