IMPACT OF INFORMATION AND TECHNOLOGY IN THE BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA (UBA))

ABSTRACT

Today, information technology (IT) has become a key element in economic development and a backbone of knowledge-based economies in terms of operations, quality delivery of

services and productivity of services. Therefore, taking advantage of information technologies (IT) is an increasing challenge for developing countries. There is now growing evidence that Knowledge-driven innovation is a

decisive factor in the competitiveness of nations, industries, organizations and firms. Organizations like the banking sector have benefited substantially from e-banking, which is one among the IT applications for strengthening the

competitiveness.This research work  presents the impacts of information and technology ( IT) in the banking industries, a case study of United Bank for Africa (UBA) Lokoja branch, and gives an insight into how quality

banking has been enhanced via IT. The research further reveals that the deployment of IT facilities in the Nigerian Banking industry has brought about fundamental changes in the content and quality of banking business in the

country. This research work is made up of five chapters, the researcher uses both primary and secondary source of data collection. The data collected were

analyzed using simple percentages and tables. Hypotheses were tested using chi-square method. The impact of information and technology in the banking

industry in Nigeria cannot be over emphasis based on the findings.  The following recommendations were made from the findings; Banks should develop a comprehensive distribution system that

will enable customers to touch them at multiple points.  Banks should create performance measurement systems to assure the mix products and services they offer are beneficial to

both the customer and the bank. Banks should provide more information technology equipment such as computer and Automated teller machine (ATM) for effective and efficient delivery of services. Also, there should be government

and public awareness to attract long term investments in the telecommunication industry.Hence, Information and Technology is vital in Nigeria banking industry today, it becomes

imperative for banks to realize its impact on operational performance in order to justify capital investments.

TABLE 3.1: CHI – SQUARE TABLE……………………………………………….    39

TABLE 4.1.1:SOCIO-ECONOMIC CHARACTERSTIC OF RESPONDENTS…..    42

TABLE 4.1.2: SEX DISRTIBUTION OF RESPONDENT…………………………               43

TABLE 4.1.3: DOES INFORMATION TECHNOLOGY ENHANCE profitabilityin the banking industry?...................    43

TABLE 4.1.4. does information technology has significant effect on the rapid development and growth of the commercial banks?....................................................   44

TABLE 4.1.5. Are the commercial banks using proven technologies to enhance performance?.....   44

TABLE 4.1.6. Does customers choice of banks a function of the level of information technology investment  of the bank? ………………………………………………………. 45

TABLE 4.1.7. Are there any technologies not deployed that would have a significant, positive effect on performance?.......................................................................  46

TABLE 4.1.8.  DOES CUSTOMER LOYALTY DEPENDS ON A high information technology extent in the bank?..         46

TABLE 4.1.9. ARE THERE SPECIALIZED TRAINING BEING RECEIVED by the officers and employees assigned to selecting, deploying, and managing information technology in the bank?................................................. 47

TABLE 4.1.10. is there any information technology systems training being provided to other officers an employees in the bank?......................................................    …….48

TABLE 4.1.11. Does customers  perceive commercial banks as high information technology bank?......................……48

TABLE 4.1.12. are the information technology systems that are being used in the commercial bank EFFECTIVE?. 49

TABLE 4.1.13. has information technology improved Commercial bank customers satisfaction?...........    50

TABLE 4.1.14. Is Management monitoring the evolution of banking information technologies and planning  for the future?...................................................  50

TABLE 4.3.1       REFFERENCE TO TABLE 4.1.6…………………………………   54

TABLE 4.3.2       REFFERENCE TO TABLE 4.1.8…………………………………   56

TABLE 4.3.3       REFFERENCE TO TABLE 4.1.3…………………………………   58

TABLE 4.3.4       REFFERENCE TO TABLE 4.1.11………………………………     60