ANALYSIS OF THE EFFECTIVENESS OF INFORMATION TECHNOLOGY ON BANKING SERVICES DELIVERY
The objective of the research study is to find out effectiveness of information technology in banking system delivery, in carrying out this project observation, personal interviews and questionnaire were employed in order to make the research simple and more practice in nature. The researcher reviewed related in literature in Chapter two of the topic the tried to review to extend which information technology is effective in banking industry.
The researcher also sourced his data through both primary & secondary sources in chapter four. In the analysis the researcher used the chi- square to present her findings both specific and general findings from the study, made recommendation and conclusion.
TITLE PAGE
APPROVAL PAGE
ACKNOWLEDGEMENT
ABSTRACT
CHAPTER ONE
1.1 BACKGROUND OF THE STUDY
1.2 STATEMENT OF PROBLEM
1.3 OBJECTIVE OF THE STUDY
1.4 THE RESEARCH QUESTION
1.5 FORMATION OF HYPOTHESIS
1.6 SIGNIFICANCE OF THE STUDY
1.7 SCOPE AND LIMITATION OF THE STUDY
1.8 DEFINITION OF TERMS
2.0 REVIEW OF RELATED LITERATURE
2.1 HISTORY OF BANKING IN NIGERIA
2.2 FUNCTIONS OF BANKS
2.3 COMMERCIAL BANKS
2.4 INFORMATION TECHNOLOGY
2.5 THE EFFECT OF INFORMATION TECHNOLOGY ON THE GROWTH OF THE BANKING INDUSTRY IN NIGERIA
2.6 INFORMATION TECHNOLOGY AND BANKING IN NIGERIA.
2.7 THE INTERNET
2.8 THE INFORMATION SUPER HIGHWAY
3.1 RESEARCH DESIGN
3.2 AREA OF STUDY
3.3 POPULATION
3.4 SAMPLE AND SAMPLING TECHNIQUES
3.5 INSTRUMENTS OF DATA COLLECTION
3.6 METHODS OF DATA PRESENTATION
3.7 METHODS OF DATA ANALYSIS
4.0 DATA PRESENTATION AND ANALYSIS
5.0 FINDING RECOMMENDATION AND CONCLUSION
5.1 SUMMARY OF FINDINGS
5.2 RECOMMENDATION
5.3 CONCLUSION
BIBLIOGRAPHY
Information technology is the collection and gathering, recording storage processing and communication or micro-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.
Also information 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.
In so doing the work will be subdivided into five part that will follow logical procedure in executing the task.
In the first chapter, the authors introductory aspect of the work presented,
example statement of the problem, objective of the study, purpose of the study, research Question significance of the study, scope and limitation of the work and definition of terms.
The author went ahead to survey if a galaxy of existing literature on the subject matter of the research work.
Data were collected from primary and secondary sources for analysis the data so collected were presented interpreted and the raised hypotheses were tested.
The author also presented her findings and made recommendation and conclusion of the work.
CHAPTER ONE
1.0 INTRODUCTION
Actually the banking industry has gone too far into Information Technology Information management and others in the delivery of their customer’s services.
Through information technology is subsumed in the concept of information management. Hence, information technology is narrower than information management but also depends heavily on network of systems technology just like information management therefore, it is a tool for information management. However, when we come the issue of the effectiveness of information Technology in banking system “delivery”. It is at great effect, in the sense that information technology has powered the banking industry. Service/ system delivery are made easy, no more time wanting wasting for just a simple banking transaction, information technology is and will continue to be of positive effectiveness to both banker and their customers. Well, it have some short comings in both the have same short comings in both the area of the bankers, the customers and the Nigeria economy of larger.
1.1 BACKGROUND OF 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 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 represent 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 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; A1 experts system just but few (Jan 1987).
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 and happens to be union Bank Plc.
However, the Union Bank PLc. Also have the problem it’s ability to meet with it’s raising population of customers for instance, if you visit the Union Bank Okpara Avenue branch or some other branches is not well disposed information technology, such as the issue if online, not adequately effective. Hence contribute to the valuable time customers spend in the bank to meet of their needed transaction.
The problem of network is another problem which is currently experienced in the banking industry (Union Bank Plc) most times you go to the bank you here system failure which hinders the operations of banks services to their and that will lead to the customer not achieving their aim in such period.
1.3 OBJECTIVE OF THE STUDY
The purpose of the study if to find out how banks have been pressing to make information technology effectiveness in delivery of it’s service to satisfy her customer. However, this study is out to identify and examine the following.
a. To examine how effective information technology is to the banking industries service delivery.
b. To examine customer response to the introduction of some information technology items like (ATM) Authomated teller machine.
c. To examine what good Internet has do to banking industry.
d. To identify the problems associated with information technology it’s items.
e. To suggest and recommend possible solution to problems so identified.
1.4 THE RESEARCH QUESTION
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.
1.5 FORMATION OF HYPOTHESIS
To analyze the effectiveness of information technology in banking services delivery the following hypothesis are formulated.
HYPOTHESIS ONE
A. 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
B 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
C 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
D 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 AND LIMITATION OF THE STUDY
As the topic implies, the study will be restricted to the banking industry with particular reference to the Union Bank Plc Okpara Avenue branch and will be further split into four areas viz.
1. Information Technology operation in the bank via customer services, cash and clearing and other sectioned.
2. Internet uses in the bank.
3. Customer’s response to service delivery of union bank.
4. The effectiveness of service delivery in the banking industry.
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 nations 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.
1.8 DEFINITION OF TERMS
1. ARTIFICIAL INTELLIGENCE: The use of computer to simulate the reasoning process of an expert human being in solving complex problems in a special area of expertise (demain).
2. COMPUTER: A machine used in modern time in organizations and home to
Manipulate data.
3. DATA- PROCESSING: The transformation of data inputs
Into information output.
4. DEVICE: Thing made or used for a purpose scheme.
5. GLOBAL VILLAGE: The world refer to as a small
And simple communication place.
6. DISSEMINATE /DISSEMINATION: A way of spread
Information widely.
7. INTERNET: It is global computer network
That is linked together through telecommunication (i.e. telephone network).
8. MANIPULATE: To handle or mange in a
Skillful or cunning way.
9. SUPER HIGH WAY: This a number of changes in
The way Americans can communication with each other and people around the world.
10. TECHNOLOGY: The study of mechanical arts
And applied sciences.
(A CASE STUDY OF UNION BANK ENUGU)
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