BACKGROUND OF THE STUDY:
world is a global village. It is due to
the global state of the world that bedsore became such an organic economic
activity armed at producing goods and services.
this light of this organic nature of business, it constantly changes with
improvement is science and technology.
Business men and women have seen the need to also change their mode of
carrying out business activities in order to keep abreast with the current
practice and to effectively face the constant and new challenges experienced or
growing expectation challenges prompt the business community into evolving
means to smoothen the performance of business.
There are number challenges of business.
These challenges are characterized by the constant changes in trade of
customer as well as the competition in the business circle by other competitors
all towards achieving or controlling the patronage of the majority of the
customer in the entire industry.
to Nwukw (1998) an article written on 29th September, which says
that many bank in the past has strive to improve their counter services and
reduce to the minimum, the waiting time for such service by employing more
staff to cope with increasing number of customers.
this did not yield much result with the advert of information technology banks,
like all state bank head office has been able to automate some aspect, if not
all their operation and this has resulted to lower cost in terms of paid
salaries to staff and wasting of customer.
With the help of information technology in the all state bank, according
to information systems, the decision making proves, loans and credit
evaluations and other banking services have been very efficient. The all states bank head office having
realized the existence in the competitive economy depends on the level of
information technology adopt it protectively.
That the range of information technology adopted by all states bank must
be determined by the peculiarity of its customer.
to compete favorable and effectively in the work of today’s complex business
environment, the business has to keep itself abreast with the dynamic changes
and also adopt new methods currently practiced all over the world, i.e by most
success and business. To this end this
research world is set to study and research on “using management information
system (MIS) to improve customers service and growth in the banking industry.
STATEMENT OF PROBLEM:
technology is an entrepreneurial as corporate resources should be managed and
it greatly increase the opportunities that are available to the organization.
As a result of the increased demand for customer deposits,
Nigerian banks especially the new generalization bank have realized the
imperative of good and prompt customer service. Also, due to the fact that the
some customers lost their depositin the erstwhile technically insolvent or
distressed banks, customers have now become wiser, more discerning alert and
sophisticated with regard to choosing where it is safe to put their money and where they would be served promptly,
preferably in a pleasant, courteous and friendly environment. Thus, they have started looking at the level
of service and professionalism of the banks before depositing their funds. Proximity to the bank is no longer the
issue. Safety and the level of service,
with regard to quality, speed and efficiency has become the major imperative.
On the part f the banks, they have realized that one way in
which they can provide quality service is through the use of technology. Hence there is a growing rate of adopting new
technologies in Nigeria banking operations.
Moreover, there is a growing evidence that customers have started associating
quality of service in a bank with the bank’s possession of online real time
system. Infact, possession of such system is now judged to be the sine quanon
of a high quality banking service in Nigeria.
OBJECTIVE OF TH STUDY:
Among the objective of the
(a) To explore the
correlation between information technology and services delivery ability of
(b) To investigate the effect
of information technology, investment on profitability of the all state banks
on customer loyalty.
(c) To investigate the
effect of information technology.
(d) To relate the advent of
information technology to effective services delivery of all stats bank.
(e) To suggest how
first, banks executive can direct and managed the image investment information
technology and maximize profit.
The null hypothesis will
be tested against the alternative hypothesis.
Ho1: Customer choice of banks is not a function of
the level of information technology investment of the bank.
Hi: Customer choice of banks is function of the
level of information technology investment of the bank.
Ho: Customer loyalty do not depend on a high
information technology extent in bank.
Hi: Customer do not perceive all states banks as
high information technology bank.
H3: Customers do perceive all states bank s high
information technology bank.
SIGNIFICANCE OF THE STUDY
The impact of information
technology has contributed immensely to the growth of the banking industry in
Nigeria. Some available
telecommunication and information technologies which are presently being used
in the banking industry are telephone, facsimile, wireless radiophone, very
small opertun terminal satellite (VSAT) telegraph and computer system. So, for
a bank to be perceived as providing high quality service, that bank has to have
an Information Technology (IT), system which it uses to deliver service to
customer in a more timely, friendly and considerate manner, at no extra cost to
the customers. The use of information technology increase bank productivity in
that with the use of information technology , the bank can attend to a lot of
customer since IT speeds up cashiers’ work.
The study revealed that information technology has appreciable positive
effects on the bank productivity, cashiers service and bank services, banking
transaction, bank patronage and customer services. These affect the growth of the banking industry
in Nigeria positively because customers can now collect money form any branches
of their bank. Also customers do not
need to move about with large sums of money and customers are being attended to
within a short period of time.
The effect of
information technology on an enquiring on a customers’ state of account is
highly appreciated by the customers. It
also revealed that telephone, computer systems and facsimile services are
available in nearly all eh banks making use of information technology. Also the use of ATM (Automatic teller
Machine) has helped greatly in money transaction.
SCOPE OF THE STUDY:
Although this study is to cover all
commercial bank. The researcher focus on
commercial banks especially Skybank.