Abstract
This study investigates how
service delivery in the banking sector is achieved through information
communication. The broad objective
of the study is to find out if customers respond positively to the information
technology items such as the ATM and also to ascertain if banking industry have
any problem in adopting the information technology as a means of operative in
service delivery. Banks have the problem of inability to meet with it’s raising
population of customers, and thus, information technology is paramount which
helps in boosting workers morale and shielding customers’ confidence. The study
uses the primary source of data to
collect through stratified questionnaire.
A sample size of 30 was used which was chosen using the simple random
sampling technique to eliminate bias among the population. The chi-square
statistical tool was used in testing the various hypotheses. The study revealed
that information technology is of great importance to the effective banking
service delivery and that internet is really needed for effective service
delivery in the banking industry. The study concludes that the full move away
from the branch-centered organization into virtual banking will require new
information technology applications and new managerial practices within the
banks’ most profitable market segments. The study recommends among others that
there should be periodic educational campaigns about the technological
facilities and their usage by the banks to promote customers patronage.
TABLE OF CONTENTS
Title
Page i
Certification
ii
Dedication
iii
Acknowledgements
iv
Abstract
v
Table
of Contents vi
Chapter One:
Introduction
1.1
Background to the Study 1
1.2
Statement of Problem 2
1.3
Research Questions 3
1.4
Objective of the Study 4
1.5
Statement of Hypothesis(es) 4
1.6
Significance of the Study 6
1.7
Scope of the Study 7
1.8
Limitations of the Study 7
1.9
Definition of Terms 8
Chapter
Two: Review of Related
Literature
2.1 Introduction 10
2.2 History of Banking in Nigeria 11
2.3 Concept of E-Banking in Nigeria 12
2.4 Functions
of Bank 16
2.5 Commercial
Banks 23
2.6 Information
Technology 23
2.7
The
Effect of Information Technology on the Growth
of the Bank Industry in Nigeria 23
2.8 Internet 27
2.9 Technology and Service Quality 28
2.10 Areas of Information and
Communication
Technology
Deployment by Banks 34
2.11 Reasons
for Automation of Banking Operation 39
2.12 Challenges
of Regulatory on E-Banking in Nigeria 40
2.13 Quality Service in the Banking Sector 42
Chapter
Three: Research Method and Design
3.1
Introduction 46
3.2
Research Design 46
3.3
Description of Population of the Study 46
3.4
Sample Size 47
3.5
Sampling Techniques 47
3.6
Sources of Data Collection 47
3.7
Method of Data Presentation 48
3.8
Method of Data Analysis 48
Chapter
Four: Data Presentation, Analysis and Hypothesis Testing
4.1 Introduction 49
4.2 Data Presentation 50
4.3 Data Analysis 52
4.4 Hypotheses Testing 57
Chapter
Five: Summary of Findings, Conclusion Recommendations
5.1
Introduction 67
5.2 Summary of Findings 67
5.3
Conclusion 68
5.4
Recommendations 69
References
72
Appendices 76
CHAPTER ONE
INTRODUCTION
1.1
Background to the Study
When
we talk about the background we are to dance down to the information meaning of
information technology and what is all about, since it is the central of
thought.
However,
according to Akuwudike
and Ugwu (2002), information communication technology is the collection and
gathering recording, storage, processing and communication a macro-electronic based,
combination of computer and telecommunication technology. It is however, based
on the convergence of data processing and communication techniques, the former
providing the information while the latter provided the vehicle for
disseminating or communicating it is hence, a relatively new filled that
combines the technology of the computer with that of telecommunications and
therefore represents the latest form of man-machine interface.
Moreover,
it has played a vital role in the newer field of experts systems and artificial
intelligence. Experts are able to achieve these fits because at the abundant
knowledge on, and the relevance of information theory which itself is the study
of information and the way if is communicated (Armstrong, 1993).
Also
information Communication Technology can be said to a relatively new field that
combines the technology of the computer with that of communication, concerned
with the gathering, recording, storage, processing, and dissemination of
information and represents the largest form of man machine interface such as
internet services; Al experts system just but few (Jan, 2007).
1.2
Statement of Problem
In
recent time, most banks have been in the bandage of how to manage their
information, and how to satisfy their customers.
Also,
the rate of competition in the banking industry today is also a big problem on
the banking industry.
However,
banks also have the problem of inability to meet with it’s raising population
of customers, for instance, the issue of information technology, such as online
is not adequately effective. Hence contribute to the valuable time customers
spend in the bank to meet up with their needed transaction.
The
problem of network is another problem which is currently experienced in the
banking industry. Sometimes, when customers are in the bank to lay complain
regarding the services being rendered, they are met with excuses of system
failure which hinders the operations of banks and lead to the customer not achieving
their aim in such period.
1.3
Research Questions
The
research question includes the following.
1. Is information technology of any effect to
the banking service delivery?
2.
Does customers response positively to
the information technology items like ATM?
3. Is
Internet needed in service delivery of the banking industry?
4. Does
banking industries experience any problems in adopting the information
technology as a mode if operative in customer service delivery?
1.4
Objective
of the Study
The broad
objective of the study is to quality service delivery in the banking sector
through information. The specific objectives are to:
1. examine
the effect of information technology to the banking service delivery;
2. find
if customers respond positively to the information technology items such as
ATM;
3. ascertain
if internet activities is of relevant to service delivery in the banking
industry and;
4. find
out if the banking industry have any problem (s) in adopting the information
technology as a means of operative in customer service delivery.
1.5 Statement of Hypotheses
To analyze the effectiveness of
information technology in bank’ services deliveries the following hypothesis
are formulated.
Hypothesis
One
Ho: Information technology is not of any
importance to the effective banking service delivery.
HI:
Information technology is of great
importance to the effective banking service delivery.
Hypothesis
Two
Ho: Customer
does not respond positively to the information technology items like ATM.
HI:
Customer respond positively to the information
technology items like ATM.
Hypothesis
Three
Ho:
Internet is not really needed for
effective service delivery in the banking industry.
HI: Internet is really needed for effective
service delivery in the banking industry.
Hypothesis
Four
Ho: The
banking industry does not experience any problems in adopting information
technology as a mode of operation in customer service delivery.
HI: The banking industry experience problems in
adopting information technology as a mode of operation in customer service
delivery.
1.6 Significance of the Study
Considering
the great competition in Banking Industry presently, the use of information
technology is of great importance to bank that may deem it fit to adopt it.
Information
technology has represented a turn around change in banking cultures and the
ways of doing things into new ways.
It
has also enabled the banks to benefits from its array of produce is especially
in the provision of service like on line banking, Internet banking etc. through
the acquisition of programmes and websites.
These
features enhanced communication and transaction across the world into a global
village. Through these arrays of service and delivers information technology
has been able to enthrow the world into the recent and widely orchestrated
information super high way.
Information
technology as has been highlighted earlier on is an essential basis for
planning, organization, managing administering and controlling the key
operations and activities within the banking industry and other organization.
Finally,
information technology provided to capacity to generate process and manipulate
masses of continuous information quickly and economically and to ensure that it
can be accessed rapidly.
1.7
Scope of the Study
This
study focuses on achieving quality service delivery in the banking sector
through information communication. A time frame of 5 years was adopted (2011 to
2015). The geographical location used for this study is Benin City, Edo State
using a sample size of 30 for effective result.
1.8
Limitation of the Study
Time
limit is necessary in that the researcher has to consider together with the
other course that will help in the successful completion of the programme.
Another
limiting factor is money. The Lord Economic climate in the country and the
nation’s total commitment to want the structured.
As
a result of the above limitation, the scope of this work has reduced to a
management level.
Furthermore,
some vital motivated or information which would have helped the quality of the
research work are not to our reach due to lack of finance, unfaithfulness of
some respondent to reveal certain information to the respondent to reveal
certain information to the researcher.
Course
Load: The researcher
had many other academic problems to solve other than the project. The
apportionment of time to all these activities made it had to be carried out
under the desired time interval.
In
spite of the above limitations, the researcher worked relentlessly within the
limit to achieve the stated objectives of this work.
1.9 Definition of Terms
Artificial Intelligence: The
use of compute to simulate the reasoning process of an expert human being in
solving complex problems in a special area of expertise (demain).
Computer: A
machine used in modern time in organizations and home to Manipulate data.
Data
Processing: The transformation of data inputs into information output.
Device: Thing
made or used for a purpose scheme.
Global
Village: The world refers to as a small and simple communication place.
Disseminate /Dissemination: A way of spread
Information widely.
Internet:
It is global computer network that is linked together through telecommunication
(i.e. telephone network).
Manipulate:
To handle or mange in a skillful or cunning way.
Super High Way: This
number of changes in the way American cans communication with each other and
people around the world.
Technology: The
study of mechanical arts and applied sciences.
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