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THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC)

  • Type:Project
  • Pages:89
  • Format:Microsoft Word
(Business Administration and Management Project Topics & Materials)
INTRODUCTION
Information technology is a body of tools with the convergence of communication and computer. It is also series of machine, which can execute sequence of instructions. The sequence of instruction is a program made particularly flexible and not rigid and can be change depending on the information being processed (Goldberg, 2009).
The new millennium brought with it new possibilities in terms of information access and availability simultaneously, introducing new challenges in protecting sensitive information from some eyes while making it available to others. Today’s business environment is extremely dynamic and experience rapid changes as a result of technological improvement, increased awareness and demands Banks to serve their customers electronically. Banks have traditionally been in the forefront of harnessing technology to improve their products and services.
The Banking industry of the 21st century operates in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate. Information and Communication Technology (ICT) is at the centre of this global change curve of Electronic Banking System in Nigeria today. (Stevens 2002).

TABLE OF CONTENTS
CHAPTER ONE
INTRODUCTION
1.1 Background of the study - - - - - - 1
1.2 Statement of Problem - - - - - - - 7
1.3 Objective of the study - - - - - - - 9
1.4 Research Questions - - - - - - - 10
1.5 Statement of Hypothesis - - - - - - 11
1.6 Significance of the Study - - - - - - 11
1.6 Scope of the study - - - - - - - 12
1.7 Definition of terms - - - - - - - 12

CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction - - - - - - - - 18
2.2 Conceptual Framework
2.2.1 Information Technology and the Common Banking Products - - - - 35
2.3 Theoretical Framework - - - - - - 39
2.4 Empirical Literature Review - - - - - 45

CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Introduction - - - - - - - - 56
3.2 Area of the study - - - - - - - 56
3.3 Population and Sample Size of Study - - - - 56
3.4 Sources of Data - - - - - - - - 57
3.5 Method of Data Analysis - - - - - - 57
3.5.1 Test of Hypotheses and Inference - - - - - 57
3.5.2 Decision Rule and Justification - - - - - 58

CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
4.1 Introduction - - - - - - - - 59
4.2 Analysis of Respondent’s Demographic Variables - - 60
4.3 Data Analysis - - - - - - - - 63
4.4 Test of Hypothesis - - - - - - - 69
4.4 Summary of Findings - - - - - - - 70
4.5 Discussing of Finding - - - - - - - 71

CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION 
5.1 Summary - - - - - - - - - 73
5.2 Conclusion - - - - - - - - - 74
5.3 Limitations of the Study - - - - - - 76
5.3 Recommendations - - - - - - - 76 
Bibliography - - - - - - - - - 81 
Appendix I - - - - - - - - - - 82 
Appendix II - - - - - - - - - 83

THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC)

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Details

Type Project
Department Business Administration and Management
Project ID BAM2385
Price ₦3,000 ($20)
No of Pages 89 Pages
Format Microsoft Word

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    Details

    Type Project
    Department Business Administration and Management
    Project ID BAM2385
    Price ₦3,000 ($20)
    No of Pages 89 Pages
    Format Microsoft Word

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