Abstract
This research was carried out to examine the
effective service delivery by banks in Nigeria through the use of (ICT). There
have been series of assumption that the use of information and communication
technology has greatly enhanced the output of the banking sector in Nigeria. It
is in a bid to confirm these assumptions that the researcher carried out this
study. Questionnaire was the instrument used to collect data from respondents
with a sample size of one hundred staffs from various banks in Nigeria,
information was also sought from textbooks and journals based on the analysis
of data, it was revealed that the use of information and communication
technology has really enhanced the effective service delivery in the banking
sector. It was also revealed that training of bank workers on the usage of
information and communication technology increase the prospects of workers.
Therefore workers should be trained in the cause of information and
communication technology equipment. Finally workers were assured Based on the
findings, it was recommended that the banking sector in Nigeria should procure
information and communication technology to enhance workers performance and
efficient delivery of services.
TABLE OF CONTENTS
Title Page i
Certification ii
Dedication iii
Acknowledgements iv
Abstract v
Table of Contents vi
Chapter
One: Introduction
1.1 Background of the Study 1
1.2
Statement of Problem 3
1.3 Research
Questions 5
1.4
Objective
of the Study 5
1.5 Statement
of Hypotheses 6
1.6 Significance of the Study 8
1.7 Scope of the Study 8
1.8 Limitations of the Study 9
1.9
Definition of Terms 10
Chapter
Two: Review of Related Literature
2.1 Introduction 12
2.2 What is Information and Communication Technology? 15
2.3 Types of Information and Communication Technology
17
2.4 Components of Information and Communication Technology 21
2.5 Benefits of Information and Communication
Technology (ICT) in Banking Service 27
2.6 Reasons why Banks do not use Information and Communication Technology (ICT) 30
2.7
Impacts of Information and Communication
Technology on the Performance of Nigerian
Banks 31
Chapter
Three: Research Method and Design
3.1 Introduction
36
3.2
Research Design 36
3.3 Description
of Population of the Study 37
3.4 Sample Size of the Study 37
3.5 Sampling Techniques 38
3.6 Sources
of Data Collection 38
3.7 Method of Data Presentation 41
3.8 Method of Data Analysis 41
Chapter
Four: Data Presentation, Analysis and Interpretation
4.1 Introduction 42
4.2
Presentation
of Data 42
4.3 Data
Analysis 45
4.4 Hypothesis
Testing 54
Chapter
Five: Summary of Findings, Conclusion and Recommendations
5.1 Introduction
57
5.2
Summary
of Findings 57
5.3
Conclusion 59
5.4 Recommendations 61
References 63
Appendices 65
CHAPTER ONE
INTRODUCTION
1.1
Background of the Study
Information
and communication technology (ICT) is an instruction technology to enhance the
effective service delivery by banks in Nigeria; it is the application of
organized or scientific knowledge to practical tasks of using the system.
According
to Akinola and Aremu, (2000) instructional technologies incorporate the tools
and making present support to reinforce the usage of this system. Technology in
this respect involves broad based technology including it methods, management
and it applications, that support the creation, storage, manipulation and
communication of information on bank employees. An information and
communication technology (ICT) tool includes the following.
i. Computer i.e. keyboard
ii. Audio visual i.e. Television, video, games,
telephone, radio cassette.
iii. Internet printed materials i.e. pictures,
chats, all these tools plays a vital and control role on information and
communication technology (ICT) on bank employees.
Meyer
(1997) Sees information and communication technology (ICT) as “the hardware,
software, telecommunication technology, human skills and intellectual content
that enable the study, design, development, implementation, support, management
or use of intellectual expressions. This includes data, knowledge and languages
in all digital, print, audio and visual formats.
Conclusively
UNESCO (2000) states that information and communication technology (ICT) Can
simply be defined as the “Scientific” technology and engineering disciplines
and management techniques used in information handling and processing. The
emergence of information technology deeply relates with the information and
technology (ICT), this technology in banks otherwise known as electronic
banking (E-Banking), started in the late sixties when electronic banking
stormed the British banking scene. Nigeria stated the long tortuous journey in
November 1990 when societal General Bank launched her automated teller machine
(ATM). The need for efficiency in productivity increased profit and good
banking practices are some of the major factors that led to the emergence of
information and communication technology (ICT).
Apart
from helping to increase the effectiveness of banking practice in terms of job
interest, job challenges and expanding its nature, it has also revolutionized
business organization in the areas of data processing and information
processing.
Based
on the advent of information and communication technology in business
organization and in the banking system, the researcher intends to look at the
effective service delivery by banks in Nigeria, through the use of information
and communication technology (ICT).
1.2 Statement of Problem
There
are numerous and enormous benefits attached to information and communication
technology (ICT), Such as accurate maintenance of customer’s account, fast
accessing of customers account balance fast and accurate computation of bank
changes, enhanced communication and above all the elimination of long queues in
the banking hail, Banking from home through the use of internets and telephone
reduces the storage space, therefore few people uses the bank thereby reducing
employees and staff uses the bank thereby reducing employees and staff uses in
the bank, unfortunately evidence has shown that the Nigeria E-banking services
remain highly inconvenient to customers. Then what is the problem of our
computerized banks. Are the personnel congestion often seen at bank counters,
where does the problem lies in our computerized banking service? It is in this
light that researchers wish to find out the effective service delivery by banks
in Nigeria through the use of information and communication technology (ICT)
1.3 Research Questions
Based
on the problem stated above the following research questions were formulated.
i.
How does the use of information and
communication technology (ICT) affect the workers performance m the banking
system?
ii.
To what extent does the use of (ICT)
affect the job security of workers?
iii.
To what extent can the use of (ICT) in
the banking sector affect the prospects of workers?
iv.
How does adequate training on the use
of (ICT) improve workers standard in the office.
v. What is the relevance of the use of (ICT)
in dissemination and retrieval of information organization?
1.4 Objective of the Study
The
research on the use of information and communication technology (ICT) have
witnessed a lot of problems, to address these problem, some relevant question
that must be answered are raised below;
i.
What has the establishment of the use
of information and communication technology (ICT) in the banking system done to
Nigerian development?
ii.
What are the problems of using
information and communication technology (ICT) in the banking sector?
iii.
What are the contributions of using
information and communication technology (ICT) in the creation of employment
opportunities?
iv.
What are the importances of using
information and communication technology (ICT) in the delivery of service in
the banking sector?
v.
What is the productivity derived using
information and communication technology (ICT) in the banking sector?
vi.
What are the solutions to the problem?
1.5
Statement of Hypotheses
The
purpose of this study therefore is to present some relevant answers and
solutions to these problems/questions that have long been neglected. Some of
the answers to these questions are summarized below:
i. The contribution of information and
communication technology (ICT) has helped greatly in the creation of employment
opportunities in Nigeria, especially in the area telecommunication and information
dissemination.
ii.
The use of information and
communication technology (ICT) to the delivery of services by banks has helped
increased the development of banking system.
iii.
The productivity of using information
and communication technology in delivery services by banks in the banking
sector is very high.
iv.
Using information and communication
technology in banks is very important in the banking system.
In
essence the aim of carrying out this research is to go deep into how the uses
of information and communication act as instrument for economic development.
The important of using (ICT) in the banking sector as well as technicality in
their delivery of services and financial problems with a view to suggest ways
by which government render supportive measures to their operations.
This
work is also to service as a reference to other student of accounting and other
fields and discipline tertiary institutions of higher learning, who may have
course to know how the effective service delivery
by banks through the use of (ICT) helps a lot in the banking sectors.
1.6 Significance of the Study
The significance of this research is to
find a solution to the banking system, which is characterized by anomalies such
as dissatisfaction, poor output and performance, breakdown of system, lost of
signals from data control, lost of resources to crime and error.
These problems are to be determined and
relevant solutions are to be suggested in other to minimize profit and minimize
cost in the banking industries.
1.7
Scope of the Study
This study is strictly on the effective
delivery of service by bank, through the use of (ICT) with particular reference
to some of its functions like home banking, internet banking,
telecommunication, electronic cards, electronic fund transfer and automated
teller machine (ATM).
1.8
Limitations of the Study
Considering the fact that the project is
a group work makes it difficult for the work to move smoothly because there may
be times we need the attention of everybody, you will find that is only some
persons are present apart from that, money or financial aspect is also a factor
in our research.
Owning to the geographical vastness of
banks in Nigeria, time and financial limitation, it was impossible to have data
collection from all parts of Nigeria. There were also constraints such as the
uncompressing attitude of many respondents; some of them frowned at some
questions which they felt contained details that appear to probe their private
financials and
business affairs.
Some of the interview achieved that the
exercise was m connection with tax purpose.
1.9 Definition of Terms
Bank: The
bankers and other financial institution degree 1991 describes a bank as that
company operating a banking business, it
must hold a valid license and this
Banking: Banking
ordinance (1952) defined banking as the business of receiving from the public
on current and savings account, money which is to be repayable on demand by
cheque and passbook and of making advance to customers.
Computer:
A computer is electronic
device that is capable of receiving data, process those data through the
processing unit (CPU) to give useful information to the ends user through the
output units.
Data:
This
is a set of numbers, figures and raw materials used as input into the system
for extraction of output (information).
Hardware:
The
computer hardware is the set of physical components of the computer system;
such as the mouse, monitor, keyboard, central processing unit (CPU).
Software:
This
is a collection of instruction (programs), which are designed to solve specific
users’ purpose or to control and enhance the operations and use of the
computer.
Management
Information System (MIS): Management
information system converts data into information in an appropriate form to
managers for making effective and timely decisions to plan direct, staff
control and organize the activities of the organization.
Network:
This
is the interconnectivity between independent and semi-independent computers in
order to share resources like printer, database, and files etc.
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