DEPARTMENT OF BANKING &FINANCE, PROJRECT TOPIC: APPRAISING THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY IN NIGERIA BANKING INDUSTRY (A CASE STUDY OF AFRIBANK NIGERIA PLC)
APPRAISING
THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY IN NIGERIA BANKING INDUSTRY
(A CASE STUDY OF AFRIBANK NIGERIA PLC)
CHAPTER ONE
1.1 INTRODUCTION
Banking can be defined as a
financial sector that deals with mobilization of financial resources from the
surplus unit and lends to the deficit unit of the economy.
Bank
can also be defined as a person or company, entity or a firm caring on the
receiving money deposit and collecting of obligation of honoring the customer’s
cheques drawn upon from time to time by the customers to the value of amount
available on their account on granted of over draft.
Information
and communication technology is one f the recent development in banking
institution even the extent of the development determine the rate at which a
particular bank penetrate the market but in spite of the level of development
in information and communication technology devices of the banks. A lot of
problems still arise. A possible study carried on to examine the impact of
information and communication technology.
Te competitive nature of the banking
industry and process carried out manually, as the explosion that the volume of
business threatened to send staffing level out of control. Also the numerous
customers over the years as brought about the role and the introduction of
information and communication technology. In coping with urgency needs to satisfy
the needs of bankers in carrying out their daily activities in satisfying their
numerous customers.
The introduction of information and
communication technology has had a major impact on many banking industries in
the country in much area to mention few. On the area of organization and
reformation of banking activities in terms of manpower, accounting procedures
are mere easily accessible quality. In data collection and processing, modeling
and packaging of their services, for casting and other banking services.
The emergence and rapid development of
information communication technology in banking industries has brought to the
door of the people all over the world good banking services. Information which
is regarded as an end result of processed data to make a reasonable decision
making has serious implication on the transaction of business world wide. The
objective of every business organization is to satisfy customer’s needs with
quality services or production and also to maximize profit.
The fact is reflected in the mission
statement of the Afribank plc which said that “our mission is to provide fast
class service to our customers delivered by well trained and highly motivated
people acted by the best technology generating superior return to shareholders,
while positively importing the community served” (Afribank plc. Olaogun 2001).
In the Nigeria
banking services revolves around such, keeping of account collecting of cheques
and lending of money through loans and advances, provision of international
trade among others. All these needs a measure application of information and
communication technology enable service rendering by banks to be relatively efficient
and cost effective that the use of manual processing and labor intensive
banking
1.2 STATEMENT OF THE PROBLEM
The statement of the problem of
this research work is as follows:
a)
What is the evaluation of information
and communication technology in Nigeria
banking industries?
b) What
are the rationales for information and communication technology in Nigeria
banking industry?
c)
What are the areas of information and
technology development in the banking industry?
d) What
are the effects of information and communication technology in the Nigeria banking
industry?
e)
What are the benefits of information
and communication technology in the Nigeria banking industry?
f)
What are the likely adverse effects of
information and communication technology in the Nigeria banking industry?
1.3 RESEARCH QUESTION
The study is built on the
foundation provided by the following question from the respondent.
a)
Can information communication
technology promote bank management efficiency?
b)
Can information communication
technology restore public confidence in the bank?
c)
Can information communication
technology make banking industry globally competitive
d)
Can information communication
technology improve the volume of capital base?
e)
Do you think information communication
technology enhance fast growth in Nigeria banking industry?
f)
Do you think information communication
technology require special skill and knowledge from the bank staff?
g)
Can information communication
technology lead to unemployment?
h)
Do you think bank services can
strongly and better improve through information communication technology?
i)
Can information communication technology
enhance banker customer’s relationship of your bank?
1.4 OBJECTIVES OF THE STUDY
The main objectives of the study are:
1.
To examine the evolution of information
and communication technology in the Nigeria banking industry.
2.
To highlight the rationale for
information and communication technology in Nigeria banking industry.
3.
To enumerate the areas of information
and communication technology in the Nigeria banking industries.
4.
To mention the effect of information
and communication technology in the Nigeria banking industries.
5.
To explain the benefit of information
and communication technology in the Nigeria banking industries.
6.
To critically examine the likely problems
of information and communication technology in the Nigeria banking industry.
1.5 RESEARCH HYPOTHESIS
The general hypothesis is hereby state for the
purpose of the study.
Ho:
Information
communication technology has negative impact on services provided in the
banking industry.
Hi:
Information
communication technology has position impact on services provided in the
banking industry.
1.6 SIGNIFICANT OF THE STUDY
Presently, the business
environment, especially there banking industry is more competitive.
Then there is a critical for
study of the factors than others as a result of are bank advantage of
information and communication technology.
The following people will be
benefited from the research work.
1
To
Government -; It help the record workers up to date and maintaining
budgetary control
2
To
Banks;
I.
It helps in the area of monetary
transmission and other services.
II.
It make the bank to improve in the
area of transaction and marketing
III.
It enables the industry to be
responsible to the modern economic development through efficient financial
market base on sustainable account system structure necessary.
3
To
customers:
I.
To removes the need for customers to
visit the banks frequently to transact business.
II.
It reduces the long hour of waiting in
the banking hall.
III.
It facilitates the effort of
transferring funds
IV.
It eliminates the risk of carrying
cash and reduce frauds in the bank.
4
To
bank staff:
I.
It improves their skill and allows
them to participate some sensitive tasks.
II.
It broadens the knowledge and enhance
their technical power.
III.
It gives standard interaction and
enables to manage computer with easy process.
IV.
It enables them to operate computer
freely and perfectly.
V.
Timeliness is achieved, it reduce the
complexity in work to bearable minimum.
5
To
company:
I.
It prevent high rate of fraud to some
extent and help to make reasonable decision, with easy planning, policy
formulation for costing, data manipulation and process to be updated.
1.7 SCOPE AND LIMTITATION OF THE STUDY
The research work will be confined only
to the role of information and communication technology in efficient service
delivery in the banking sector and industries with the special emphasis in the
Afri Bank Nigeria Plc.
There
is some problems encounter during the course of this study. These include:
LACK
OF ENOUGH TIME: The time consumed in putting together
the information needed for the research project work is so small, mostly in
term of data collection.
INSUFFICIENCY
OF DATA : The data used for this project work is not
enough that the secondary and primary data. Moreover effort has been made to ensure the data
contain and limitation do not affect the quality of the research.
INADEQUACY
OF FUNDS: The analysis and gathering of data involve much
money, therefore the extent by which information is collected depend on the
availability of fund in the hand of the researcher.
UNCOOPERATIVE
ATTITUDE OF THE RESPONDENTS: The respondents
refuse to give a good answer to question given to them.
1.8 DEFINITION OF THE KEY TERMS
INFORMATION:
Information can be defined as one or more statement or facts that are received
by a human and that have some form of worth to recipient.
COMMUNICATION:
Communication can be described as the process which involves the exchange of
any kind of information or data.
TECHNOLOGY:
Technology can be defined as the application of science or knowledge to
commerce and industry.
ATM:
Automatic Teller machine
EFT:
Electronic Fund Transfer
CHAPS:
Clearing
House Automated Payment System
SWIFT:
The Society for World Wide Inter-Bank Financial Telecommunications
ENIAC:
Electronic Numerical Integration And Calculation
EDVAC:
Electronic Diskette Variable Automated Computers
MICR: Magnetic Ink Character Recognition
BASC: Bankers
Automated Clearing Services
EDI:
Electronic Data Interchange
MIS:
Management Information System
1.9 ORGANIZATION OF THE STUDY
This study will be
organized into five chapters.
CHAPTER
ONE:
Introduction statement of the problem, research questions, objective of the
study, research hypothesis, significant of the study, scope and limitation of
the study, definition of the key terms, organization of the study.
CHAPTER
TWO:
Literature review, history and background of Afri Bank plc, rationale for
information and communication technology, areas of development of information
and communication technology by bank, effect of information and communication
technology, benefit of information and communication technology, adverse effect
of information and communication technology.
CHAPTER
THREE: Research methodology, the study population and
sample size, sources of data collection, administration of the data collection
instrument, procedure for processing collected data, limitation of the
methodology.
CHAPTER
FOUR:
Data presentation, data analysis, test of hypothesis, generalization, policy
issue and application.
CHAPTER
FIVE:
Summary of the study, findings, conclusion, recommendations, references.
CHAPTER TWO
2.1
LITERATURE REVIEW
According
to encyclopedia in America
(Vol. 21), the term technology derived from the greek word “techno” meaning
“art of craft in the narrow source” technology can be described as the
industrial process of succeeded craft operations separating, however, one can
refer to technology as any process that deals with material. It is also an
offshoot of science.
Eric M W (2000) in
his book “financial technology review” stated that technology in general was
said to started in 17th century in Europe with emergence of the
great of the scientific revolution such as Dalton (1944-1966) who advent the
atomic theory of matter. Michael Faraday (1971-1987) who invented the
electronic.
Also, Chatder L O (2000) stated in his
book “strategic business planning for financial institution using automated
solution and technology for comparative advantage” stated that technology
impelled on other areas of the business than information processing micro
economy has revolutionized product designated with now product such as digital
watches, compact disk, computer aided design (CAD) and manufacturers (CAM) and
computerized stock and product control and increase innovations
Meanwhile the
administration system of much less automated organization are being changed by
the advent facsimile transfer (fax), electronic mail, native king, etc. the
electronic office for a bank, however the prime operational activity is
international processing. Its not just the administration support system but
the whole function of the organization that as been revolutionized by
information and communication technology.
The machine performed
its operation in a pre-determined sequence. The second generation of computer
has based on the punch and machine. This was the type of machine in use in the
1890 for the American census. The first and electronic computer built at the
university of pensy irania to solve problems in ballistic aromanic foe US army
taking some three years to contract, finished as massive machines weighing some
thirty tons and using 18,000 and electronic valves diodes it occupies 10,000
square fast of floor space, put into service in 1946 known as electronic numerical
integration and calculation (ENAIC) but
was relatively inadaptable as it has been design to bank on special feed
problems.
The next generation
machine developed by the same army university electronic discrete variable
automated computer (EDVAC), it is more versatile, it is a store programmed
machine using punch power tape input and was described as world first comment
electronic data processing machine. During the same time IBM was developing
general purpose computer in US resulting in the introduction in 1948 of the IBM
604 and IBM 701 in 1952, IBM 650 in 1960 with punched magnet tape was
established in the US.
Today have what could be called fifth generation of computer now in the market
(mostly micro). They can accomplish the task originally meant for mainframe.
Igbo. C (1999)
Banking of the global
level as reaped immense benefit from information and communication technology
and as warmly embraced it. It have such facilities as electronic fund transfer
(EFT), automated teller machine (ATM), smart card and other internet facilities
input in the banking industry today (Agboola O M) 2010.
Technology
information been introduced in the ndustry has eventually changed the banking
landscape and now compete a strong marketing tools that assist banker to retain
and attract new customers. On the other hand, banking as a dealer of money and
money lender is as old as mankind to the 17th century, some
rudimentary banking activities as become wide spread in several areas of the
world, especially in Europe and Asia, however,
and the early bank deals mainly with commodity money crisis.
They were lending
individual businesses which fall into trouble by making unproductive lending to
kings and nobles.
Gradually, efforts
were made to check the observed weakness to uplift banking practice and
transformation into the forms which could protect the interest of the
shareholders.
Information could be
seen as incomplete without become useful for decision making for all this level
of management.
Whereas, management
information involves the formulation system in an organization could be seen as
transaction process system and management information system.
The
transformational system processing could be said to represent the lowest level
in an organization which operate on instructional bases for the execution of
specific task and ensure that its been carried out efficiently and effectively.
Management
information system: it is synonymous to information system with a changing
phenomenon or the rules or procedures for deliver9ing timely and accurate
information in an organization e.g. management. Also, to every employer who
required information in an organization.
Information
is the transformation of data into useful result, also it is an end result if a
processed data but the result must be for rationale decision making.
According
to Henry Frayo says authority and responsibility must be relevant for decision
making. The survival of any organization depend among other factors the quality
of information that is available to the manager. Every organization must
interact effectively outside world the business community, government and the
society as a whole.
Communication
is the art of tapping ideas, opinions and feelings of customers, non-customers,
regulation and other external public as well as understanding the value, of
internal human resources.
This
is the process by which meanings are perceived and understanding reached among
human beings whether in terms of written or spoken words, silence, use or
exchanging of information. It is a universal human activity, which may be
directed of initiating actions e.g by requesting, instruction or persuasion
each ongoing information, ideas, attitude and beliefs, establishing and
maintaining relationships.
Dartmer Fisher,
describes communication as a process by which verbal and non-verbal
communication or symbols are exchanged between two or more person.
Serena K K and
Mortceen D D also described it as a way by which sender and receiver of message
interact in a given social context.
In
an organization setting it’s discovered that communication plays a vital role
as abedrock because without communication objective cannot be accomplished.
There is nothing like organization or achievement of an organization without
communication.
In
an organization like bank, banker’s customer relationship can only exist with
the existence of communicational respective of service provided by the bank.
Information and communication
technology enable services to be relating effectively and efficiently than
traditional face to face banking services (Ajuba 1997, Jackuet 1999).
Limitless
opportunities have been provided for banks to resolve in the areas of new
product services.
Information and
communication technology has helped bank in developed countries to invest more
and more in information and more in information and communication technology
(ICT) as means of reduco9ng cost and improve organization efficiency. An
operation of ICT requires investigation of the application of ICT in Nigeria
bank was carried out in order to determine the expectation and success of
information and communication technology implementation in the sector.
The
data was generated from a survey of randomly selected branches of 56 banks in Lagos, almost all the
banks had information and communication technology policy, the main thrust of
which are to achieve full application of information and communication
technology to be able to meet organization goals to serve competitive advantage
and to be able to date.
2.2 HISTORICAL BACKGROUND OF AFRI BANK PLC
Afri Bank Nigeria Plc is one of the
leading bank in Nigeria
in terms both asset and profitability. It is arguable the most diversified
financial conglomerate in Nigeria.
From a humble spread of two branches in 1960, the bank has grown to represent
in over 250 locations in major urban and sub urban town throughout Nigeria.
Afri
bank Nigeria plc is a parent company of the Afri bank group. The highly
diversified financial group boost of a full service commercial bank, Afri bank
capital market, and offshore financial company in Dublin, island, a stock
broking company, and insurance brokerage company, a trustee and asset
management company and an estate development
company. The consistent growth of the financial superstructure has
continued to exemplify the bank’s position as Nigerian “one-stock bank”.
Afri
Bank is a full service commercial bank that is committed to its cooperate
visions of becoming Nigeria’s
foremost financial services group. To achieve this objectives, the bank show an
even stronger allegiance to its cooperate mission of facilitating the success
of its customers through the provision of world class, one-stop financial
services.
The
strong asset of the bank as continued to make it possible for it to play a
major role in the National economy. In order to sustain iys competitiveness as
a financial conglomerate with global influence, the bank allocates a
significant percentage of its annual profit to the accusation adoption of
information technology to its operation and the development of its manpower in
Nogeria and Abroad. Presently, all the over 250 business offices of the bank
linked on-line-real-time.
Afri
Bank continues to be included in project of National priority. Beyond
partnering with various multi lateral agency on various socio economy development
project, the bank is also the leader in public revenue collection in Nigeria.
The
bank is the only financial institution appointed by the federal government of Nigeria to co-ordinate the revenue collection
and registration of all the expert rates
working in Nigeria.
In the education sector, it pioneered the sales of examination application for,
ms at all level.
The
research fellowship instituted in the name of three Nigeria federal university since
1990 attest to the bank strong support for research. It also instituted best
student price in the banking and finance department of 13 federal universities
in the national university matriculation examination co-ordoinated by the joint
admission and matriculation board (JAMB). The bank strong resolve the support
in the development of all the categories of sports in Nigeria. Also account for its
annual sponsorship of the prestigious Pro-AM Nicon Hilton Golf Tournament in Abuja.
2.3
CONCEPT OF INFORMATION AND COMMUNICATION TECHNOLOGY
It is necessary to define some
conceptual use to aid the appreciation of these paper and understanding. Whole
information technology has become a critical use in the world today.
Technology, viewed from a broad perspective may be defined as “cultural
tradition” developed in a human community for meeting societal means or simply
“societal institution” (Kranzberg Dellemport 1972; Dickson 1947). It involves
practical in execution of most human activities including communication, mining,
transportation, manufacturing, agriculture, hunting and production of services
among others.
From
a narrow perspective, technology can be defined as a body of knowledge, knowledge
required for the execution of a given activity and it entails information,
skills and processes necessary for the execution of such activities in the
society (Stewart 1977). Hence, we talk about information technology, production
technology, brewing technology etc. Which
requiring a specific body of knowledge, skills and procedure serve as the
“culture tradition” for executing the specific task for attaining set
objectives in an efficient, effective and timely manner (Verscliwur 1984).
It
may be obvious to many people the new wave of technology during virtually
activities in the world today is information and communication technology.
(Alias
1977) defines computer as a system consisting of input devices, processor and
output devices. He believes that computer performs mathematical and logical
operation on data within its processing unit based on the set of program
instruction and it produce the result in form of useful output within minimum
human intervention.
Moreover,
it is clear from the definitions above that computer can be ,defined to me
an automatic machine, a system
consisting of some elements on and a device that perform certain task under set
of instruction. Thus, it is inferred from (Fapounda 1999) that a computer has a
following elements, which mean authors like Alias and French completed the
idea.
Computer
software refer to the general term of all various program that maul be used on a
computer system together with their associated document (French 1992) it also
refer to the to the draggers of classical music in form of long playing
recorder cassette tape (Fapounda 1999, Alias 1997) define software as such
program as well as operating aid that extends the capacity of the computer
system. It is clear that computer software refer to the instructional programs
that enable the accomplishment of any task or goal.
2.4 EVOLUTION OF COMPUTERS
The history of computing is as old as
mankind. In the past, counting and other simple arithmetic operation were
performed by the use of different part of human body such as brain, stick,
drawing of lines. As man become more sophisticated with the resistant increase
in the volume of data to bee processed and also with the need for faster
processing and more accurate result it becomes imperative for aid of tools to
serve for computing. The characteristics of present day computer have been
arrived at through the process of development. They may be classified according
to the generation which they belong.
FISRST
GENERATION OF COMPUTER: They stored programs concept was
the innovations that lead to the first generation computer. It involves the use
of serial binary system operations. First generation computer were
characterized by the use of vacuum tube as the basic blocks for building the
logical parts of the computer. The main problem encounter during this era was
that they occupy a large amount of space and they were also slow in operation.
Computer in the first generation included UNIVAC 1103 etc.
SECOND
GENERATION OF COMPUTER: In 1946, Bell telephone invented a device called transistor.
This invention revolutionalized the computer industry. The wired and thermion
valves for the first generation were therefore with the printed circuit diodes
and transistor. The computers in this generation had larger instruction set,
larger internal of performing Arithmetic functions much faster.
THIRD
GENERATIION OF COMPUTER: A very important technological
innovations in thus generation was the integrated circuits. Substantial
attention was paid to communication problem in this generation
FOURTH
GENERATION OF COMPUTER: The fourth generation use large
scale integrated circuit (LSI), very large scale integrated circuit and ultra
large scale integrated circuit (ULSI). This period witnessed the use of
powerful silicon chips. The silicon chip is a piece of silicon and its circuit.
FIFTH
GENERATION COMPUTER: This generation is characterized by
the reduction in size of the computer and enhancement of its power. Movement
was made in such a way that greater memory capacity was possible. New words
such as “SMMS”, (SDRAM) were introduced to replace chips. Other features of
this period were the large size software in terms of money utilization and
complexity. Additional storage devices and drives as in CD-ROM characterized
this generation.
2.5 APPLICATION OF INFORMATION AND COMMUNICATION
TECHNOLOGY IN AFRI BANK PLC
This part of project will be focusing on
some application of information communication technology in Afri Bank Nigeria
plc. Afri Bank plc in their own development of information and communication
technology as a means of delivering their services as been able to introduce
some of their information technology facility
for effective delivery of banking operation. They are:
“BRAINS”
OPERATION
Branch
accounting and information system (BRAINS) the third house developed banking
operation, it run on a Solaris UNIX operating system and ORACLE the first in house
development banking application is branch account system called BL .it was IBM
mainframe computer base batched system that operated only in Lagos branches
later on micro boss (micro banking operating system) was develop for use of
upcoming branches to complement the BL, for the wide information system brains
operation in an online and real time mode. Over 100 branches and head office
division use the system with more than 40 of them is committed to V cal to the banks
wide network. Users operate the system through work station and terminal that
is connected to the data based server I branches and head office division. It
also provides an online enquiring facility for customer information in
transaction, thereby enabling user to track down movement on an account.
2.6 RATIONALE FOR INFORMATION AND COMMUNICATION
TECHNOLIGY
Information and communication technology
is on of the several major now present in our socio, economic and political
system. ICT has continued in our society and impacting on the present and the future
while it may be easy to dismiss the future development of ICT as simply as
process of role out or the diffusion of already established technology taking
such perspective will be a grave error. There is much to be won than loss in
the next few tears. In terms of development of information and communication
technology (UK
department of trade and industry 2002) a scenario for success in 2005.
2.7 AREAS OF INFORMATION AND COMMUNICATION TECHNOLOGY
DEVELOPMENT BY ABNKS
Information and communication technology
has product that are useful in the banking industry in transacting business
between the banks and their customers. This as been contributing immensely to
the development of banker-customer relationship as well as banking standard and
quality services to the customer. Therefore many as early mentioned.
Banker
automated clearing services (BASC) this is used to reduce paper flows for
payment. BASC services payment method so such as standing order, direct debit
and bank credit. The banks or companies make payment through BASC by means of
data held on a computer media which might not be a disk tape. Perhaps, the
biggest application of BASC has been to co-operate customers paying salaries,
wages and trade debit. The data may be physically taken to the process center
or transmitted to bank through the telephone network using a service called
BASC TEL.
THE
CLEARING HOUSE AUTOMATED PAYMENT SYSTEM (CHAPS)
This
automated the transfer of funds between banks. In the bank CHAPS, settlement
takes place on the same day. The bank CHAPS computers are networked using
sophisticated software and telecommunication links, so there is center point
for CHAPS processing. It is the centralized system. The bank link into the
system called gateway.
ELECTRONIC
FUND TRANSFER
The
promotion electronic fund transfer of the point of sales or EFTPS, is yet to emotionalize money
transmission in the retail environment. The idea behind the system is that a
customer wishing to make a payment in a shop for example, uses a plastic card
(Debit Card) containing his bank account details in a magnetic strip. The
customer account is debited directly and the retailer is credited.
THE
SOCIETY FOR WORLD WIDE - FINANCIAL TELECOMMUNICATION (SWIFT)
This
is used by all major banks in the developed world, linked with domestic inter-bank
network. This facilitates the transmission between numbers of international payment,
statement and other messages (previously discounted) concerned with
international banking. The SWIFT system enables faster, safer and more efficient
money transmission services by banks. It is still growing and developing.
ELECTRONIC DATA INTERCHANGE (EDI)
This
will enable cooperate customers to settle transaction between themselves by the
means of EDI. This technology will enable swift to become a much more widely
used medium for settlement instead of having a used paper message to link the
flow of funds between cooperate account (payment) with communication between
companies (remittals advice). EDI allows the tool money and information to
follow simultaneously.
SMART
CARD APPLICATION
Smart
card might contain the entire amount of transaction on a particular account in
certain circumstances or other personal details. They are thus an entire
personal file which the bank can review automatically.
AUTOMATED
TELLER MACHINE
This
has evolved fairly from cash dispenser into sophisticated unformatted devices
for the retail customer. Most newer ATM’s are usable 24 hours per day, seven
days per week, although some earlier machine have more limited hours of services
and a bank might restrict usage as matter of general policy.
To
use an ATM, a customer insert his/her card into the machine, key in a personal
identification number (pin) and then key in instruction to the machine under
the guidance of a visual display in the machine itself. This can be used to:
I.
Withdraw cash
II.
Find out current balance of the
customer’s account.
III.
In some cases, it will maintain mini
statement of the last few transaction on the account.
IV.
In some cases, to ask for the
statement of account or new cheque book to be sent.
2.8
EFFECT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON BANKS SERVICES
There
has been a cycle in the relationship between bankers and customers. Information
and communication technology applications have removed the need for customers
to visit the banks to transact business as well as scaling down branch
presence, and creating mass market for banking. They have depersonalized the
relationship since the (pre-technology) days of personal contact banking. ICT
has also, however, depersonalized the relationship since database technology
supports the tailoring and marketing of specialist project to specific segments
of the customer base. It refocuses attention on the customer, rather than the
account.
Through
information and communication technology there is opportunity of sharing
resources within the same branch, branches and other banks in Nigeria even
the international countries with going through the use of energy, time and
money.
This
has helped in many ways of preventing the rate of perpetual frauds in banking
industry, fraud thus is a crime or deceiving act in order to get someone desire
such as money or goods. This has been a recurrent phenomenon in many
organization and activities that brings human relationship, whereby the other
party suffer for selfish act done. This found to be true because information in
bank are stored and network to other department or branches and fraudsters who
are not careful will be caught during the process of the operation.
ICT
supports high and consist service levels for the customer with a speed up of
transaction time.
The
bank environment growing more customer- friendly. The barriers created by
bandit screams’ are being dismantled and replaced by teller-assisted unit. More
space is liberated for open plan public and personal banking areas.
The
range of services rendered by the bank and branches is widening: integrated
system can offer related relevant products to the customer and handling
application together , moving towards one stop shopping in financial products.
2.9
BENEFIT OF INFORMATION AND COMMUNICATION TECHNOLOGY
The
Central Bank of Nigerian recognizes that electronic banking and payment
services provide many advantages to the banking industry and also have its
early stages of development in Nigeria.
The benefit derived from the information and communication technology is
enormous in nature to the banking industry.
1.
It helps to improve the quality of the
bank service as well as reducing the long waiting of customers in the banking
hall
2.
Information and communication
technology have removed the needs of customers to visit the bank to transact
business and also creating a mass market for the bank.
3.
It makes good speed and efficiency in
transaction service as well as enhances computerization in the banking industry
through which the skills and knowledge of the staff are developed as a result
of sensitive analysis and other techniques.
4.
Electronic banking provides a strong
and growing economy because information can be easily sourced.
5.
It enables latest transaction easier
and cheaper for customer and merchants who are current account holders. This is
true because banks have access to current information on product through the
use of information and communication technology.
6.
It reduces the significance of other
factors of production in banking sector through information and communication
technology
7.
It becomes possible for one country to
provide services irrespective of distance thereby. Breaking the geographical
barriers. More elbow to information and communication technology also to
telecommunication in particular, because of the enablement of transaction that
takes place within one bank and other without boarder restriction.
Therefore
as a result of connectivity of their operation on ICT based system the bank
with information and communication technology services have become profitable
(Agene 2002).
2.10 IMPACT OF INFORMATION AND COMMUNICATION AND
COMMUNICATION ON ECONOMY
The
revolution of ICT in recent years aptly captured the establishment and access
to a global networking of information stems, has positive influenced time and
space in sending and retrieving of information. Both within and across
countries and regions. The development has brought about drastic changes in the
way in which decisions are reached and policies implemented in the organization.
Information and communication technology made contribution to the global search
for efficient and effective solution processing and often complex, local,
regional problems.
The
response to the absorption of elements of the technology also necessarily
different, indeed, in accessing the impact of ICT in developing countries.
There
are reasons why the impact of ICT on economy is more important.
1.
The services are easily and more
readily targeted for reforms (telecommunication financial services are also the
examples)
2.
Because of the reutilized character of
producer services such as accounting, banking and finance these are readily
programmed and also impacted by ICT (especially computerization).
3.
Service have undergone tremendous
technological transformation in the use of management base and information
intensive technology.
4. Changing in the structure of industry and
services.
5. Employment structure training manpower
6.
Telecommunication infrastructure and
revolution of service delivery of existing infrastructure, especially power
system.
7. Improve the production process and products
8. Development of industrial organization and
Management
2.11
ADVERSE EFFECT OF INFORMATION AND COMMUNICATION TECHNOLOGY
Banking
in Nigeria
in the past and now still operate large of book keeping manually that hinge labor
forces employed or needed to tackle massive volume of data.
Information
and communication technology affect banking industry despite their development
and contribution to the organizational life.
1.
It changes the work environment. There
are now problems for premises managers in adapting the environment to
technology in terms of space, heat, noise, ventilation, control of static
electrically, wire and cable management etc.
2.
It employs changes in the nature of
work and structure of the work force by requires new skill in technology
management and operation.
3.
It reduces the number of workers to be
employed and making human intervention unnecessary for some process (but
possibly liberating staff for different roles e.g. sates or
Consultancy).
4.
Another adverse effect is power supply
that short system down sometimes most bank find it difficult to carry
successfully that acquired online failure from NITEL line are often as a result
of NEPA’s inconsistence and erratic power supply.
5.
Lack of international maintenance
skill and lack of information and communication technology management,
knowledge, among other (Juga 2001).
CHAPTER THREE
3.1 RESEARCH METHODOLOGY
Data
is collected from two main two main ways for this research work. These are:
(i)
PRIMARY
DATA: These are the data generated from the use of
questionnaire, observations, interviews and suggestion that are revived from
the respondent. The primary data instrument that are used in the this research
are the following:
(a) QUESTIONNAIRE: This
is a research instrument consisting of series of questions and other prompts
for the purpose of gathering information from the respondents.
(b) OBSERVATION:
This is a method of data collection in which the situation of interest is
watched and the relevant facts, and behaviors are recorded. It is a direct
participation by the researcher in studying activities of the research.
(c)
INTERVIEWS:
This can be describing as the physical exchange of question and answers by both
the researcher and the respondents. There are two types of interview, these are
structure and unstructured. However, the type of interview that was used in
this research work is unstructured interview.
(ii)
SECONDARY
DATA: These are the data which the researcher collected
from someone else records . some of the secondary data that was used un this
research work are: Reports, journals, internet, textbook. Etc.
Some
of the secondary data that are:
(a) JOURNALS:
This can be describe as a publication of a particular organization that appears
at fixed interval i.e monthly, quarterly, twice a year or yearly. In this
research, the researcher makes use of the journals of the case study. i.e
Afribank plc.
(b) INTERNET:
This can be describe as an international information network linking computers.
Whereby the researcher can gather information for the purpose of this project.
(c)
TEXTBOOK:
This is the source in which the researcher can gather information for the
research project through another’s person’s publications.
3.2
THE STUDY POPULATION AND SANPLE SIZE
The
populations of this research work world comprise of the staffs and customers of
Afribank plc Ilorin.
SAMPLE SIZE AND SAMPLE TECHNIQUES
The
sample sized is based on the numbers of fifty questionnaires that would be
administered within the staffers of united bank for Africa and their customer
base in Ilorin.
The
customer were both sexes, that its male and female and as regard the management
staff of the bank length of service and educational qualification were duly
considered.
The
kind of sample to be drawn from the population guides the research in selection
of the method of sample or sampling techniques.
As
a matter of fact the customers of afribank PLC are heterogeneous. In this
study, therefore, stratified sampling techniques is adopted for easy empirical examination
and with various methods like personal interview, library work and
questionnaire and this was achieved through random sampling by selecting only
Ilorin branch office as a representative of the entire staffers and customer of
afribank plc. All the data’s analyzed will be generalized or bind on the entire
organization.
3.3
SOURCES OF DATA COLLECTION
Population
used for gathering for this research work is staffers and customers of Afribank
plc. The data sources be used would be both primary and secondary data.
The
primary data this consist mainly of questionnaire and personal interview. The
questionnaires which consist of fifty questions were mainly designed to get
some facts about the objective and operation of ICT at afribank PLC. It also
enables the researcher to acquired information about the effectiveness, the
degree and short comings of the ICT. The questionnaires were further supported
with personal interview held with the people in the related field of the
research topic.
The
secondary data consist of internet work, historical data from text book, hand
book bank journal, central bank annual reports, and economic reports, research
student academic and personal experience. Other secondary data is the
information and advice given by the respondents made this project a complete
and this work will be of immense use to any one who might reference it.
Library
source are also used in order to complete the information gathered from various
researcher conducted and interview mentioned above, relevant text books and
journals that deal with the subject matter of this project i.e. impact of
information and communication of Nigeria banking industry were also consulted
for good assistance in the completion of this project.
3.4
ADIMINISTRATION OF THE DATA COLLECTION INSTRUMENT
The
questionnaire will be administered to the management staff of Afribank plc and
their customer. The questionnaire is structure in such a many as to obtain
relevant information needed for study. The questionnaire is done in such a
manner of providing list of solutions which the respondent has to fill in the
answer and make other remarks.
Fifty
questionnaires were administered. Out of these fifty questionnaires that were
sent out, only forty seven were received from the respondent.
3.5
PROCEEDURES FOR PROCESSING COLLECTED DATA
Response
to the items in the questionnaire will be summarized and interpreted into
quantified, response will be ranked to measure the extent of their
significances to the survey statistical tools of frequency and chi-square
computation will be used to measure the significance of response.
Frequency
enable and descriptive analyses based on the questionnaire administered were in
analyzing the impact of information and communication technology on Nigeria
bankrupt industry.
The
stated hypothesis will be tested using chi-square methods.
X2
= ∑ (Fo-Fe)2 FO1 = observe frequency
Fe
FO=
observe frequency
Fe = expected
of theoretical frequency
∑=
or e =
expected out come
Where
x
= variable
M = mean
0=
standard deviation
FO-Fe = observed
frequency- expected frequency
x2
< = chi-square calculated
x2 t I = chi-square table
V = degree
freedom (Row-i) (column-i)
The
level of significance to be used is 5% where expected frequency
= rtxct
N
∑F =e expected
frequency = ∑rt x ct
N
Decision
rule option
If
x2 C< x2 t accept Hi and reject Ho
If x2 C< x2 t accept Ho
and reject Hi
3.6
LIMITATION OF THE METHODOLOGY
This
research work has carried out by focusing on the staff management and customer
of Afribank PLC, which is the case study of this work.
There are certain
limitations that affect the overall success of any research work to which this
project work is no exception.
Some of these
limitations are:
LACK
OF ADEQUATE TIME; The time consumed in putting
together the
information needed for this research work is so small in terms of data
collection.
INADEQUACY
OF FUNDS; One of the limitations of this research work is
the problem of funds. The analysis and gathering of data involve much money.
FILLING
OF THE QUESTIONNAIRE WRONGLY; another limitation n
faced in the course of collecting data is wrongly filling of the questionnaire
by the respondent.
UNCOPERATIVE
ATTITUDE OF THE RESPONDENT; Some of the respondent are
willing to give a good answer to the questionnaire giving to them.
CHAPTER
FOUR
4.1
DATA PRESENTATION AND ANALYSIS
This
chapter deals with how data were presented, the method of such data collection
and also the analysis and justification. It will also describe the various
statistical techniques that will be employed in providing answer to research
question hypothesis testing.
The
work of statistical is often incomplete even when investigation has reached its
peak where data has been analyzed and important conclusion has been draw.
Regardless
of whether a study is intended for conclusion by report in new paper
publications for public display or advertising as possible to the readers when
they are supposed to read, more often to the readers when they are supposed to
read, more often than work was explained.
The
recent study has shown that banks that manage and direct information and
communication technology investment properly realized. From information and
communication technology investment (Aderson 1999) since this research work
shows that purpose of assessing the impact of information and communication
technology in the Nigerian rain banking industry, with emphasis on UBA was to
actualizes the recent development of information and communication technology.
This
study is printed by questionnaire and hypothesis. The respondents are
classified according to department, sex marital
status
and educational qualification, the number of questionnaire that was
administered was fifty and forty seven was returned filled with responses by the
staff and customers of afribank plc.
4.2 DATA ANALYSIS
TABLE 42.1 RESPONDENTS BY DEPARTMENT
Department
|
Frequency
|
Percentage%
|
Marketing
|
12
|
25.53
|
Accounting / auditing
|
10
|
21.28
|
Operation
|
11
|
34.40
|
Admire
|
9
|
19.15
|
Others
|
5
|
10.64
|
|
47
|
100%
|
Research survey 2011
RESPONDENTS BY DEPARTMENTS
|
Tab(e
4.2.1 shows that 12 (25.53) of the respondent in
marketing department
10 (2L28) of the respondents in accounting and auditing 11(34.40) of the
respondent in operation department a (19.15) f the administration department
and 5(10.64) of the other department. This shows that the questionnaire spread
a cross alt the department in the organization.
TABLE 4.2.2 RESPONDENTS BY AGE
Research survey 2011
As indicated in the
bar chart 4.26% below 20 years, 21. 28% are21-30 years between 31-40 (53.19) of
the respondent between 31- 40 and (21.28) are of the respondent above 40 years
4.2.3
RESPONDENT BY SEX
|
Research survey 2011
RESPONDENTS BY SEX
Key
The 42.3 show that
ma)e respondent is 57.45 and female respondent is 42.55. Conclusively it shows
that single staff is higher that female.
4.2.4
RESPONDENT OF MARITAL STATUS
Research survey 2011
RESPONDENT BY MARITAL STATUS
Table 4.2.5 shows
that 17(36.17) of the respondents are single and 30(63.83) are of the
respondents are married. It shows that married respondents are more than the
single respondents.
Table 4.2.5 Respondents by
Education Qualification
Research survey 2011
Respondents by Educational Qualification
HND has 44.68%,
PNO/MSC has 1489% and others has l9.l5% BSC/HND shows highest percentage of all
respondent. It shows that majority of this respondent are graduates.
4.3 TEST OF HYPOTHESIS
Section
B. need for information and communication technology. Here, question 7, 8, 9,
10 and Ii are cross tabulated and the result are shown below:
WORKING HYPOTHESIS
HO:
The introduction of information and
communication technology does not improve bank week and volume of capital base
in Nigeria
banking industry.
Hi:
The introduction or information and
communication technology’ improve batik with bank week and volume of capital
base in Nigeria
banking industry.
Table
4.2.6 frequency observed on test 1 level of significant = 0.05 Degree of
freedom = (r-1) (c-i)
= (5-I)--(3-1)
= (4) (2)
= 8
x2
31.08, 8 = 15.507
see
appendix III for chi-square calculation
Decision rule:
Reject the null hypothesis if the calculated value is greater than the table
value and accept the alternative hypothesis.
Conclusion:
Since the calculated value is greater than the table value therefore, the null
is rejected and alternative hypothesis is accepted which says that the
introduction of information and communication technology improve bank work and
volume of capital base in Nigeria
banking industry.
4.2.6
Section C: Service render by information and communication technology
Here,
question 12, 13, 14, 15 and 16 are cross tabulated and the result are shown
below.
Working
hypothesis
HO:
The innovation of new electronic fund transfer does not ease the risk of caring
cash
HI: The innovation of new electronic fund
transfer can ease of the risk of caring cash.
Table
4.2.6 Frequency Observed on test II Level of significance 0.05
Degree
of freedom = (5-1) (c-i)
=
(5-1) (3-1) X2 =
16
=
(4) (2)
= 8
x2
= 20.237,
8 = 15507
see
appendix II in chi-square calculation
|
Decision
Rule: Reject the null hypothesis W the calculated value
is greater than the table and accept the alternative hypothesis.
Conclusion:
Since the calculated value is greater than the table value therefore, the
researcher reject the null hypothesis and accept the alternative which says the
innovation of new electronic
fund
transfer ease the risk of caring cash.
4.2.7 section D;
Problems of information and communication technology
Here
question 17, 18, 19 and 20 are cross tabulated and the result are shown below:
Working hypothesis
HO:
Information and communication technology does not bring changes to the nature
of work and structure in Nigeria
banking industry.
Hi:
Information and communication technology brings changes to the nature of work
and structure in Nigeria banking industry Table 4.2.7 frequency observed on
test level of significant = 0.05
Degree of freedom (r-i) (c-i)
= (4-1) (3-i)
=
(3) (2)
=
6 12.502
x2 = 13.535, 6 = 12.502
see
appendix III chi-square calculation
Decision
Rule: Reject the null hypothesis if the calculated value is greater than
the table value, accept the alternative hypothesis.
Conclusion:
since the calculated value is greater than the table value therefore the
research reject the null hypothesis and accept the alternative which says
information and communication technology brings changes to the nature of work
and structure in Nigeria
banking industry.
4.1.8
Section E. solution to the problem of information and communication technology
Here,
question 21, 22, 23, 24, 25 and 26 are cross tabulated and the results are
shown below
Working
hypothesis
Ho:
Information and communication technology
does not enhance banker customer relationship
Hi:
information and communication enhance
banker customer relationship
Table
4.2.7 Frequency on test level of significant = 0.05 Degree of freedom =
(r-1) (c-i)
= (6-1) (3-1) x2 = 100
=
(5) (2)
10
= 18.307
see
appendix IV for chi-square calculation
|
Decision Rule:
The null hypothesis. If the calculated value is greater than the table value,
accept tile alternative hypothesis.
Conclusion:
Since the calculated value is greater than the table value therefore, the null
is rejected and alternative hypothesis is accepted which says that the
introduction of information and communication technology enhance banker
consumer relationship.
4.5 POLICY ISSUE AND APPLICATION
From
the results obtained after analyzing the relevant data, it could be concluded
that information and communications technology is very vital and should be
widely accepts by the banking industry as a means of rendering efficient
services and enhance capital base of the banks.
The
use of information and communication technology in the banking industry will
yield to enhancement of banker customers relationship and subsequently brings
growth to the banking industry.
CHAPTER
FIVE
5.1
FINDINGS
After
a through analysis of the various research question and defensive hypothetical
test the research was able to arrive at the following:
1.
High cost of installation of
information and communication technology systems (computer)
2.
Poor maintenance culture and poor
management of the information and communication technology system by management
staff
3.
Poor security problems due to
negligence as part of the management staff whereby wrong and fraudulent input
are stored in the system by intruders and fraudsters.
4.
Inadequate man-power due to lack of
enough management staff to take up the work
5.
Poor telecommunication problem due to
hanging and seizing of vital and useful information on the system
6.
Resistance to charges whereby• the
customer of the bank resist to pay necessary charges with the believe that
charges are too expensive for the type of services rendered
7.
Poor infrastructure and epileptic supply
of Power Holding Company of Nigeria (PHCN) i.e. shortage in power supply
5.2
SUMMARY OF THE STUDY
The
research work has proved that innovation in information and communication
technology are greatly introducing new ways of functioning and thinking in our
personal, organization as well as professional lives. Therefore, the spreading
nature of information and communication technology application is influencing
the kind of banking projects introduced by Nigeria market in these same
manners as in other part of the world.
Despite
banks general application of the benefit of and communication technology, the
reason why some have refused to embark on whole sale automatic are resistance o
charges, inadequate man-power, lack of fund, poor telecommunication, poor
infrastructure and epileptic power supply of PHCN Information and communication
technology in Nigeria banking sector has improved management efficiency
increased customer base and deposit mobilization.
To
sum up, information and communication technology is at the heart of modern
banking and its difficult to envisage a bank up creating without information
and communication technology system.
In
addition, information and communication technology in Nigeria banking
sector is a sword with double edge and must be carried with caution (Zuniga
2001)
5.3
CONCLUSION
The
appeal of information and communication technology is very strong and it sis
high needed in order to improve the quality of services of the banking sector
in Nigeria.
through large segment of the banking sector in Nigeria is still on the fringe of
high information technology revolution.
Information
and communication technology in Nigeria
banking sector is a conventional break through because it has succeeded to some
extent in transferring the manual operative in banking sector t a form of
computerized banking services (sandal 2001).
Its
generally belief that technology operation cannot be done without the use of
computer and this has place a researcher interest of the people on the usage of
computer even virtually every business organization and also it has been useful
to an extend that graduate without computer literate secure no reasonable job.
Information
and communication technology is the use of micro electronics and
telecommunication to provides, store, obtain and send information in the form
of pictures, words or numbers more reliable quick and economical.
5.4
RECOMMENDATION
Useful
recommendation based on findings of the research is Deemed necessary having
undergone a through study of the impact of information and communication
technology on the banking success. The economical benefits of using
computerized system in the banking industry were exhaustively eliminated in the
literature review.
1.
Due to high cost of installation
information and communication technology system are world like to recommend
that banks that can not do it alone can pull resources together by forming a
consortium to acquire some of the ICT facilities e.g. VSAT (very small Aperture
Terminal) or lease from bank that do have it. a typical example of this serious
is UBA’s Telesys Ltd which serves former Hall mark bank.
2.
We would also recommend that staffs
should be sent to training so as to know the maintenance culture and management
of the UCT system or better still showed employ expert in computer programming
3.
Despite the advantages and benefits
that it offers it is not totally devoid of some defeat fraud can still likely
occur more seriously in financial industry since large amount of fraud may be
easier to perpetrate economically than with manual be easier operation and this
explain why UBA PLC decide o employ the services of various ICT firms to train
and retain their staff on how best to use ICT in banking to avoid various ICT
security codes beaten by fraudsters (UBA Annual Report 2000)
4.
To overcome the problem of poor
telecommunication, inadequate man-power, banks should go to contract with
information and communication firm to hire their staff to manage and work hard.
They should also employ more hands so as to enhance efficiency and to achieve
the overall objective of the bank.
5.
In addition to this future prospect of
the banking sector which it adopts the best and latest technology lies on the
fact that ICT can make Nigeria
banking sector very and more reliable.
6. A stand by generator and that advancement
of the sector to greater height with guaranteed.
5.5
REFERENCES
Agboola
O.M (2010) Introduction To Computer Applications
Package and Management Information
System. Ilorin
Olad Printing Press.
Asapka
S.O (2006) Basis Of Computing. Dekunle Printing Prees Offa.
Charder
L.O (2000) Strategic System Planning for financial Institution Using Automated
Solution and Technology For Comparative Advantage Long Man London.
Dalner
fisher. (2003) Communication in organization. 2nd Edition. West
Publishing Company
Euis
M.W (2000) Banking on the Web. Financial Technology Review. Economic Money Publication
Igbe-C
(1999) Computer Technology Principle and Modern banking Lukeman .A. (2002)
Computer in Banks A Comparted AVID press Ltd Lagos
Lukman
.A (2002)Computer in Banks. A Compacted Analysis VID Press Limited Lagos.
Oliver
E.C, Champman R.J, Ajacquet, French C.S(1999)
Data Processing and Information
Technology. Great Governcey Press.
Juga
O. (2001) Information and Communication Management
Kwara State Polytechnic,
Department
of Banking & finance,
P.M.B
1375
Ilorin.
The Manager,
Afribank Nigeria Plc,
Ilorin Branch.
Ilorin.
Dear Sir/Ma
QUESTIONNAIRE
I am a final year student of the
department of banking and finance Kwara State Polytechnic, Ilorin as part of
the condition for the Award o Higher National diploma (HND) conducting a study
on impact of ICT on Nigeria banking industry.
I shall therefore be very grateful
if you could do me a favour in completing the attached questionnaire as
objectively as possible.
Please be assure that any
information given in this regard will be treated confidentially and used only
for the purpose of this academic exercise.
Thanks for your unreserved assistance
Yours faithfully,
Otunla Temitope
A.
QUESTIONNAIRE TOPIC: APPRASSING
THE IMPACT
OF ICT IN THE NIGERIA BANKING INDUSTRY
Please kindly
complete the below questionnaire by putting mark and writing in the space
provided
SECTION A
1. Name of the
Organization…………………………………………
2. Department………………………………………………………..
3. Age 18 - 2O ( ) 21-3O ( ) 31-4O
31- 40 ( ) 4O-above( )
4. Sex a) Male ( ) Female ( )
5. Marital Status Married ( )
Single
( ) divorce ( )
6. Education
qualification NCE/OND ( )
HND/Bsc( )
MBA/MSC ( )
Others ( )
SECTION B NEEDS FOR ICT
7. Do you think ICT
can promote AfriBank management
efficiency? Yes ( ) No ( )
Indifferent ( )
8. ICT enhance fast
growth of your bank?
Agree ( ) Not Agreed ( ) Not at all ( )
9. Do you think ICT
can improve the bank work and volume of capital base? Strictly ( ) Rarely
( ) Not at all(
)
10. ICT restore public confidence in your bank?
Agree ( )
Not Agree ( ) Not at all ( )
11. Would you say,
ICT can make the banking industry globally competitive? Strictly ( )Rarely ( ) Not
at all ( )
SECTION C
SERVICE
RENDERED BY ICT
12. Did your bank
provide smart cash and electronic data interchange (EDI) service to your
customers?
Yes ( ) No ( ) Indifferent ( )
13. Would you say the
new innovation of electronic fund transfer can ease the risk of caring cash?
Strictly ( )Rarely ( ) Not
at all ( )
14. Did your bank
provide ATM service to your customers?
Yes ( ) No ( )
Indifferent ( )
15. The use of society
for world interbank financial telecommunication
(swift) has help inter bank networks
Agree ( ) Not
Agree ( ) No at all ( )
16. your bank provide
Internet banking services to your customers? Strictly ( )Rarely ( ) Not at all ( )
SECTION D: PROBLEMS FACING ICT
17. Do you think ICT
require special skill and knowledge from your staff? Agree ( ) Not
Agree ( ) No at all ( )
18. Can ICT leads to
unemployment?
Strictly ( )Rarely ( ) Not
at all ( )
19. Do you think loss
of signal did not affect customer patronage? Strictly ( )Rarely ( ) Not at all ( )
20. ICT brings
changes to the nature of work and structure of your bank? Agree ( ) Not
Agree ( ) No at all ( )
SECTION E: SOLUTION TO THE PROBLEMS
OF ICT
21. Do you think your
bank service can strongly and better improve through ICT?
Agree ( ) Not
Agree ( ) No at all ( )
22. Do ICT enhance
banker customers relationship of your bank? Strictly ( )Rarely ( ) Not at all ( )
23. Can ICT enhance
quality of services render by your bank
bank? Yes ( ) No (
) Indifferent ( )
24. Do ICT reserve
the daily visitation of your customers?
Strictly ( )Rarely ( ) Not
at all ( )
25. Would say ICT of
your bank leads to profit maximization?
Strictly ( )Rarely ( ) Not
at all ( )
26. Do ICT reserve
long hour waiting of customers?
Strictly ( )Rarely ( ) Not
at all ( )
SECTION F GENERAL CONCLUSION
21. What do you think
your bank can do to ensure that problem face as a result of the recent ICT
facilities is eliminated
1……………………………………………………………………………
2…………………………………………………………………………….
3………………………………………………………………………………
4 ……………………………………………………………………………..
GENERAL COMMENTS………………………………………………
……………………………….........................................................................................................................................................................................................................................
Comments
Post a Comment