Nigerian banks have benefited from global technology innovation. Introduction of Information and Communication Technologies (ICT) have affected organizations performance and employees performance. This paper examines the impact of ICT on organization performance.
The following objectives were discussed: to identify various technology innovations adopted by banks and its degree of utilization in the delivery of banking services to customers and other stakeholders, to determine the extent to which adoption of information technologies enhanced effectiveness and efficiency of customer service delivery system of Zenith bank in Nigeria, elucidate the impact of information technology in minimizing Zenith bank operation costs with resultant effect on its revenue/profit base and analyze the benefits and challenges of adopting information technology innovations in delivery of banking services.
Data were collected from Zenith Bank Nigeria Plc. and analysis was done through descriptive and parametric statistical methods. This descriptive analysis involved the use of percentage analysis in section A, likert scale for interpretation of analysis in section B and percentage analysis for section C while parametric statistical method employed Analysis of Variance (ANOVA) and T-test analysis (One sample) and it was discovered that ICT has an impact on organization performance.
From the findings, the researcher discovered that 69 respondents strongly agree Information Technology has contributed effectiveness and efficiency in the customer service delivery system of Zenith Bank, 71 respondents strongly agree that, there are perceived benefits of Information Technology on bank operations and performance and 92 respondents strongly agree that, Information Technology facilitates reduction of organization costs with resultant effect on revenue base of the bank.Finally, findings revealed that information communication technology (ICT) has influenced positively bank employees’ performance and improved the bank’s profitability. The study recommended effective management of ICT for improved employees’ performance, sustainable profit, and increased return on investment, returns on equity and to promote competitiveness in the Nigerian banking industry. The Impact of Information and Communication Technology (ICT) on Organizational Performance. (a Case Study of Zenith Bank Nigeria Plc.)