ABSTRACT
A critical review of the most recent literature on
information and communication technology and organization performance was done.
It was revealed that. The introduction and application of ICT affect
organization productivity. But ICT in another way affect employee job
satisfaction. Also the findings show that the application of ICT has
significant relationship on organization performance, employee job
satisfaction, and time reduction and employee skills. But despite inherent
disadvantages associated with ICT, it is also been used to maintain
profitability during slimmer period. This stayed examines its implications on
Nigeria organization, using Zenith bank Plc as a case study. four hypotheses
were formulated to tests relationship between ICT and organization performance,
and how the introduction of ICT ha promoted employee job satisfaction, skills
and efficiency. Questionnaires were formulated based on the hypothesis and data were also collected from
the company. The data were analyzed using simple percentage training and
development programme should be encouraged so as to allow proper
interaction between employee and
machines. It was also recommended that poor management policy should be
prevented by allowing employees involvement in decision making.
TABLE OF CONTENT
Pages
Title Pages i
Dedication ii
Certification iii
Acknowledgement iv
Abstract v
Table of contents
CHAPTER
ONE
INTRODUCTION
1.1
Background of the Study 1
1.2
Statement of Problem 3
1.3
Objective of the Study 4
1.4
Research question 5
1.5
Research Hypotheses 6
1.6
Significance of the study 7
1.7
Scope of the study 8
1.8
Limitation of the study 8
1.9
Definition of terms 8
CHAPTER TWO
LITERATURE
REVIEW
2.0
Introduction 10
2.1
Diffusion of ICT in organization 17
2.2
Advantages and disadvantages of ICT 19
2.3
Organization Performance 22
2.4
ICT and organization performance 23
2.5
E-banking 26
2.6
E-Banking in Nigeria 28
2.7
Theoretical frame work 29
2.8
ICT and organization performance:
experience of
Zenith Bank Plc 30
2.9
Challenges of ICT application on
organization
Performance 32
CHAPTER THREE
RESEARCH METHODOLOGY
3.0
Introduction 34
3.1
Brief History of Zenith Bank Plc 34
3.2
Research Design 34
3.3
Study area 35
3.4
Study Population 35
3.5
Sample Size 35
3.6
Sample techniques 36
3.7
Method of instrument 36
3.8
Method of data analysis 36
3.9
Limitation of research methodology 37
3.10
Keys 38
CHAPTER FOUR
DATA ANALYSIS
AND INTERPRETATION
4.1
Introduction 38
4.2
Data Analysis 40
4.3
Tables
CHAPTER FIVE
SUMMARY
RECOMMENDATION AND CONCLUSION
5.1
Summary 56
5.2
Recommendations 58
5.3
Conclusion 59
References
60
Appendix
64
CHAPTER ONE
1.0 BACKGROUND TO THE STUDY
The world today is shaped by the advancement in the
field of information and communication technology (ICT). The relevance of ICT
to the development of corporate organization and the entire would can not be
over emphasized. For instance, Nigeria has come to realize the fact that no
modern economy can be sustained without integral ICT and has adopted the
technology towards the growth of its economy.
The introduction of new technologies has led to
higher level of production, improved communication and more effective and
efficient process management. It is also been able to improve decision making,
increase citizen participation in economic development, support a modern
workforce, enhance social well being and
narrow the digital devices.
However, information is the output element of data
processing activity. It is the conversion of data processing operation into a
useful form for its purpose. Information is therefore a processed data that has
been transformed from its raw state into finished product for people to make
use of it. Database is the heart of every information services. The use of
database make it possible to provide access to the same information using
different channel, not only via internet, but also via online database, call
centers or in print version. The most
familiar example is telephone. A large number of call centre can be reached by
telephone, professional organization provide their information and services in
this way. Another well known example is personal computer (PC). The PC allows
people to use internet services, online database and so on.
Communication on the other hand is the process of
exchanging information and meaning between or among individual through a common
system of symbols, single and behaviour. There are various forms of
communication services and application
that are relevant to organization. An
important distinction that can be drawn in this respect is between synchronous
and asynchronous application. Synchronous communication involves the
simultaneous presence of the participant in the communication process. Examples
of these are chatting and computer conferences. Chat is an application that
enables two person connected to the same network to exchange information.
Computer conferencing can be compare to
a teleconference: a situation where person can communicate simultaneously with
the aid of personal computer (PC) and network infrastructure.
In the case of asynchronous communication, there is
a certain time interval between the messages and a reaction to that message i.e
delayed communication: such as exchange of letters. Example of asynchronous
communication application is email or electronic mail.
Technology according to encyclopedia America (1988),
is a way of making or doing things, it
is derived from Greek word “technique” meaning “art or craft”. There
information and communication technology (ICT) play an important role when
people try to overcome the limitation of time and distance to communicate,
exchange information and work together. There are various technology that play
a role in the process, technology that are used to established communication
over a distance (telecommunication) and technology that are used to store,
process, and provide data (information technology). The convergence of
telecommunication and computer has resulted in what called information and
communication technology (ICT), ICT is a general term used to describe a large
number of different technologies and application.
1.1
STATEMENT OF PROBLEM
The adoption of ICT in Nigeria banking sector are to
develop certain skills, knowledge and
retraining of employee on and off the job, increase in productivity and
profitability of the organization in the course of attaining organization
efficiency and effectiveness.
However, ICT to an extent have not been able to relief the complexity to manual aspect of organization activities.
This is due to the fact that some stored data on the system can be lost if not
manually documented. Despite the fact that introduction of ICT has made the
organization to be simple and faster, it has not been bale to eradiate fraud
and irregularities that occur in the organization. The application of ICT has
also lead to fear of equipment by workers, information overload, increase work
pressure etc. The fear of equipment by workers a times displace them form work,
this is because the adoption of new technology will usually reduce the labour
force trend in any organization. For instance, organizations with a high level
of technology make use of ROBBOT instead of people to perform certain task. The
application of ICT enables organization to displace workers with inappropriate
skills and experience.
Another major problem posed by ICT is information
overload, this occurs when an employee receive more information than what he or
she can process, for instance, the more people make use of email, the stronger the
feelings that they can’t process it. Therefore, this research work tends to
look indeptly to this aforementioned problem in order to add more knowledge on
existing one.
1.2
OBJECTIVE OF THE STUDY
The main objective of this study is to examine
whether the application of information and communication technology ((ICT) has
either positive or negative impact on organization performance. Other specific
objectives includes:
(1) To examine whether ICT will contribute to employee
job satisfaction
(2) To examine how productivity can be enhanced through
the application of information and communication technology.
(3) To investigate whether the adoption of information
and communication technology will reduce organization cost and save time.
(4) To determine if the use of ICT will curb the rate of
fraud and irregularities in the organization.
(5) To analyze
the area of improvement in the information and communication technology
as it concern organization performance.
(6) To also examine, how information and communication technology could help in improving knowledge
and skills.
1.3
RESEARCH QUESTIONS
(1) How can information and communication technology be
more effective and efficient in determining employee job satisfaction?
(2) Of what significant is the impact of information and
communication technology on organization performance?
(3) How can cost of associated with training and
development of employee on how to make use of ICT be reduced?
(4) How can information and communication technology be
best managed to eradicate fraud and irregularities in some organization area?
(5) Is there an increase in productivity as a result of
the use of ICT or on effect at all or even a decrease?
(6) What influence does ICT have on the relationship between
organization and its environment as well as the relationship within the
organization, the boarder economic and social
context within which the organization operate?
1.4
RESEARCH HYPOTHESIS
There are (2) types of hypothesis, the “Null”
hypothesis which is denoted by (Ho), and “alternative” hypothesis which is
denoted by (Hi)
HYPOTHESIS ONE
Ho: There is no significant relationship between ICT and
employee performance
H1: There is significant relationship between ICT and
employee performance
HYPOTHESIS TWO
Ho: There is no significant relationship between ICT and
employee job satisfaction
H1: There is significant relationship between ICT and
employee job satisfaction
HYPOTHESIS THREE
Ho: There is no significant relationship between the use
of ICT
and time reduction
H1: There is significant relationship between the use
of ICT
and time reduction
HYPOTHESIS FOUR
Ho: There is no significant relationship between the
use of ICT employee skills
H1: There is significant relationship between the use
of ICT
employee skills
1.5
SIGNIFICANCE OF THE STUDY
The result of this study will provide basis of
revealing the importance of ICT on the organization performance and to also
develop a skilled labour. Another major factor that needs to be considered is
the identification and appraisal of the factors that contribute to how effect
and efficient workforce will yield productivity by the way of managing ICT
innovation. It is also believed that the findings of this study will enable
workers to know that the advent of ICT will make them have access to easy and
accurate information which will undoubtedly increased the level of the
productivity.
1.6
SCOPE OF THE STUDY
This study will focus mainly on the impact of
information and communication technology (ICT) on organization performance and
the benefit to banking density as
experienced by Zenith Bank Plc situated in Lagos State, Nigeria.
1.7
LIMITATION OF THE STUDY
Carrying out a research work may be tasking and
could also involve spending so much on acquisition of materials and also time
constraints. In Nigeria today, majority of the companies area always reluctant
to give out information about their operation for the fear of intrusion,
insecurity and negative impact of competition of their product and services.
The major limitations of this study are time and cost constraints in terms of
transportation browsing in internet, photocopying of materials, and these could
hinder the research 100% accuracy.
1.8
DEFINITION OF TERMS
Computer: Is an electronic device that is used for sorting
and retrieving data, and processes it through central processing unit (CPU) and
sends it our as information through the output devices.
Information: This is knwodleg about something especially fact
that news.
Information and
Communication Technology: This is the use
of computer and other electronic devices such as telephone to process and
distribute information.
Database: This provides access to information by using
different channels.
Diffusion: Is the process by which an innovation is
communicated through certain channels over time among the members of social
system.
Innovation: This is an idea, practice or object that is
perceived as new by an individual or by another unit of adoption.
Productivity: This is sued to measure the quantity and quality of
work done, considering the cost of the resources used.
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