DEPARTMENT OF BANKING & FINANCE, PROJECT TOPIC: EFFECT OF INFORMATION TECHNOLOGY ON EFFECTIVE SERVICE DELIVERY IN NIGERIA BANKING INDUSTRY (A CASE STUDY OF FIRST BANK PLC)
EFFECT
OF INFORMATION TECHNOLOGY ON EFFECTIVE SERVICE DELIVERY IN NIGERIA BANKING INDUSTRY
(A
CASE STUDY OF FIRST BANK PLC)
TABLE OF CONTENT
Title Page i
Certification ii
Dedication iii
Acknowledgement iv
- vi
Table
of Content vii
- viii
Chapter one
1.1 Introduction 1
-3
1.2 Aims and
objective 4
1.3 Importance and
significance 5
– 6
1.4 Statement of the
problems 6
- 7
1.5 Scope and
limitation 7
- 8
1.6 Plan and
organization of the study 8
- 10
CHAPTER
TWO
2.1 Historical
Background of computer 11
- 16
2.2 Roles of
information technology 16
- 18
2.3 Impact of
information technology 18
- 20
CHAPTER
THREE
3.1 History of the
First Bank of Nigeria Plc. 21
- 23
3.2 Sources of Data 24
- 25
3.3 Methods of Data
Collected 25
- 26
3.4 Data Design 26
- 27
3.5 Sampling Method 28
- 33
CHAPTER
FOUR
4.1 Analysis and
Interpretation of Data 34
- 38
4.2 Hypothesis
Testing 38
- 45
CHAPTER
FIVE
5.1 Summary 46 - 47
5.2 Conclusion 47
- 48
5.3 Recommendation 48
- 49
5.4 References 50
– 51
Questionnaire
CHAPTER ONE
INTRODUCTION
1.1 Background of the study of
effect of Information Technology on effective service delivery in Nigeria
banking industry.
Information Technology (IT) can be defined as the
modem handlings of information by electronic means, which involves the access,
storage, processing, transportation or transfer and delivery (Ige 1995).
Research shows that Information Technology (IT)
affects financial institution by easing enquiry, saving time and improving
service delivery (Aliu 2002). Information Technology (IT) also provides
solutions to the needs of society in health care and communication within
organization within organization etc.
Some
available telecommunication and Information Technology (IT) which are presently
being used in Nigeria
are telephone, facsimile, wireless radio phone, very small aperture terminal
satellite (VSAT), telegraphy and computer system
(Ugwu 1999).
It is interesting to note that, these services are
being revolutionarizçd ‘ through the introduction of information Technology.
The mode of banking
operation involving Information Technology is known
as Electronic Banking.
Electronic banking which is also known as E—banking
is a kind of instrument that involves computer-aided forms of money
transmission. Banking services are fully automated such, that transaction are
done in a moment.
It involves the use of computer network in
dispensing cash and fund transfer. The primary aim is to advice staff in normal
operation with computer enhancement operation. This reduces the waiting time of
the customers.
It has not only change the structure but content of
banking business, resulting in increased competitions among banks. There has
also been style competition based on the increasing demand by the user of the
industry’s services for enhancement and speedy delivery services.
Consequently, it is not surprising that a large
number of banking institution are committing large resources into acquiring
state of the art communication and information processing technology as a part
of their respond to the competitive pressure in the banking sector. The value
and speed of banking transactions has improved tremendously due to the growth
of technology
Provision of international trade facilitates business advisory services,
issuing of banking statements among others.
1.2 AIMS AND OBJECTIVES
This project work is aimed at looking at
Information Technology on the Nigerian banking industry.
Therefore, the aims and objectives of the study includes:
1) To examine the historical background of Information Technology.
2) To examine the software package in the banking industry.
3) To examine the networking in the context of banking industry.
4) To examine the various services rendered in the banking industry
through Information-Technology.
5) To enumerate the effect of Information Technology in Nigerian banking
industry.
6) To indicate the impact of information Technology in the Nigerian
banking industry.
7) To examine the possible short-coming of Information Technology in
Nigerian banking industry.
1.3 IMPORTANCE AND SIGNIFICANCE
At a time, the world is turning to a global village
due to the advance in technology in disseminating of information the study
given the reason, factors, ways and manners in which. Information Technology in
the application of computer are used on effective service delivery.
Available knowledge is obtained as a result of
computer application in banking operation.
Many potentials opportunity is available to the management in terms of
service delivery and profit making. This will lead to the production of
sophisticated computers in order to make the attitude of the managers to risk
taking. more friendly and comprehensive.
Lastly, the study is significant to the management
of the bank and individual undertaking to extend their knowledge towards how
Information Technology can help in offering highly effective banking service.
1.4 STATEMENT OF THE PROBLEMS
The choice of study is necessitated by the fact that the Information
Technology is a new development both in general and in banking industry in
particular.
Thus, the potential of Information Technology have
been fully discovered
and harnessed for the benefit of banking industry.
1. What is the historical
background of Information Technology?
2. What are the software
packages in the banking industry?
3. What is
the significance of networking in the context of banking industry?
4. What
are the various services rendered in the banking industry through Information
Technology?
5. Does
the regulatory authority have role and impact on the information Technology?
6. What is
the effect of Information Technology on the Nigerian banking industry?
7. Could
there be any short-coming of Information Technology in Nigerian banking
industry?
1.5 SCOPE AND LIMITATION
This project work is confirmed only to the effect
of Information Technology on effective service delivery in the Nigerian banking
industry.
This study might not be generalized for all business organization but
will be applicable to the banking industry, making or using the First Bank of
Nigerian Plc as a focus of the study or as a case study.
Exhausiness work is done in evaluating effect of
information Technology on effective service delivery.
There are tend to the limitation on this project
work, there are limited time for frame given for the completion of this work
and the inaccessibility of vital information.
Nevertheless, effort has been made to ensure that
the above limitation did not hinder effective completion and quality of the
research work.
1.6 PLAN AND ORGANIZATION OF THE STUDY
The plan and organization spell out on how the
organization structure of this project work will look like.
The chapters will cover the following:
introduction, Aims and Objectives of the study, Significant of the study, Scope
and Limitation of the study. Statement of Hypothesis. Research Methodology,
Definitions of Terms and concepts and lastly for the chapters is the
organization of the study.
The chapter one contains Introduction, Aims and
Objectives of the study, Important and Significant of the study, Scope and
Limitation.
The chapter two will deal with the Literature
Review, Definitions, Historical Background, Membership and Organization and
dealing with the effect of information Technology on effective service delivery in Nigerian banking
industry and references.
Chapter three covers the Research Methodology,
Design of the study, Data Collection, Methods of data analysis, Techniques and
Presentation method and Questionnaire.
Chapter four discusses the Data Analysis using
sampling percentage method; the validity of hypothesis formulated is tested by
using sampling percentage method.
The synopsis of the hypothesis testing followed where
it is revealed that hypothesis II holds the truth of the study.
Finally, chapter five highlights the Summary,
Conclusion, Recommendation and Suggestion for further studies.
CHAPTER TWO
2.1
LITERATURE REVIEW
2.2.
HISTORICAL BACKGROUND OF COMPUTER
Faphonda (1991) defined computer as the elementary
level to be an automatic electronic and information processing machine, it is
automatic because it carry out operation by itself under the control of set of
instructions, it is electronic components and its information processing
machine due to different task the computer can be made to do.
Alis (1997) 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 sets of programme instruction and its produces the result in form
of useful output with a minimum human intervention.
Hardware, this consists of the physical component
of the machine that we can see. it is what we often recognize as a “Computer”
in any office and home. In other words, “computer also refers to as a fast
operating, versatile machine used in home and business task to enhance
productivities”. Computer is the collection of several electronic parts or
hardware that has a set of electronic instructions called software (A. 0. Adewoye
2007).
According to James (1972), he defined a computer as
‘an electronic device t accept information, instruction, command and program
that can perform numerical operation for the purpose of producing result at a
tremendous speed”.
EVOLUTION OF A COMPUTER
The history of a computer is as old as mankind. in
the past, or olden days, counting and simple arithmetical operation were
performed by the use of fingers, stones, sticks and drawing of lines.
A man (i.e. human beings) became more sophisticated
with resultant increases in the value of data to be processed and also the need
for faster processing and more accurate result. It becomes imperative for aid
and tools to serve for computing.
The characteristics of present day computers have
been arrived through a process of development. They may be classified according
to the generation to which they belong.
First Generation Computers: The stored program
concept was innovation, that led to the first generation computer.
Ø First
generation computers: They
were characterized by the use of vacuum tubes as the basic for building the
logic part of the computer. The main problem encountered during this era was
that they occupied a large account of space and are slow in operation, they
also generate unnecessary heats e.g. EDVAC, LTNIVAL etc.
Ø Second Generation Computers: In 1946,
bell telephone invented a device called the transistor. This invention
revolutionarized the computer industry. The wires and thermonic valves of the
first generation were transfer to replace the printed circuits device and
transistor. The computer in this generation had longer instruction set, longer
internal performing arithmetic function much faster.
Ø Third
Generation Computers: a very
important technological innovation in this generation was the introduction of
integrated circuits; substantial attention was paid into communication problem
in computers.
These considerations led to the design of
sophisticated operating system. It becomes possible to write complex programs
to do many different things.
Time sharing devices and data channel communication
came into existence and computer could be linked up via networks.
The use of high level LIKCOBOL came into existence.
Ø Fourth
Generation Computers: One of
the most important generation that led to the production of the micro
computers. This generation witnessed the flooding of the market with the wide
variety of software like database management systems, word processing packages
etc.
It also witnessed the enhancement of networking
capabilities especially the area of local area network (LAN) office information
system etc.
Ø Fifth
Generation Computers: The fifth
generation is often with such highly industrialized countries like Japan and
United States of America (U.S.A).
Apart from the very large scale integration, there
are such other features as artificial intelligence and voice recognition that
characterized computers of this era. The objectives of the fifth generation are
to make the computer understand normal natural language.
2.3.
ROLES OF INFORMATION TECHNOLOGY.
The below listed points are the roles of
information technology in the Nigeria Banking industry.
i. Information
Technology plays an important role in Nigeriaii banking sectors by enhancing
customer or depositor confidence towards Nigerian banks.
Before the emergence of Information Technology,
there were always the fear of losing money deposited in the bank by the
customers which was due to the traditional methods of banking that was in
existence then, but towards the emergence of Information Technology in Nigerian
banking, customers started having trust in Nigerian banking industry due to the
update information from the banks to their customers.
ii. Information
Technology also plays a vital roles in contributing immensely to the growth of
banking industry in Nigeria and all over the world by providing telephone,
fascmile, wireless radio phone, very small aperture satellites (VSAT) etc. it
is important to note that before the development of information technology, the
scope of banking activities was limited and parochial but since the development
of Information Technology, the activities of the banking sector tends o be wide
in scope and grow as well.
iii.
Information
Technology, since its development, Nigerian banking system been changing
rapidly towards new world development. Before the advent of information
Technology in Nigerian banking industry, in the world context, Nigerian banking
industry was lagged behind but the development of Information Technology has
made the Nigerian banking to meet the world standard.
iv.
Information
Technology plays a useful role in facilitating Nigerian economy growth due to
the Information Technology development in the banking sector.
it is important to note that any growth in Nigerian
banking sector, it also a growth in Nigerian economy, since the situation
accounts a system that is made up of component parts, therefore, any problem or
progress in the parts is also a progress or problems in the entire system.
2.4 IMPACTS
OF INFORMATION TECHNOLOGY
i. information Technology
promotes promptness and efficiency of services in Nigerian banking sector.
Unlike the traditional methods of banking which is
prone to error of calculation at any time and inefficiency of service but the
emergence of Information Technology has promoted the promptness and the quality
of service in Nigeria
banking industry.
ii. Information Technology
encourages customers to patronize the banks based on the efficiency and
effectiveness of the services they rendered to their customers.
Most customers before they could save money or
patronize bank, they believe in efficiency and effectiveness of services to
serve as a notification for them
iii. Information Technology increases
bank productivities in that, with the use of Information Technology, the bank
can attend to a lot of customers within a shorter time since Information
Technology speed up cashiers work and it has a positive effect on the growth
and productivity of the banks.
iv. Information Technology has
led to easy banking business by reducing time involving in saving and
withdrawing money. Information Technology enables customer to achieve what they
want in just a mouse click (quickly) i.e. when using a computer system.
CHAPTER
THREE
3.1. HISTORY OF FIRST BANK OF NIGERIA PLC
First Bank Nigeria plc over a century has
distinguished itself as a leading financial institution and a major contributor
to the economic advancement and development of Nigeria.
The bank was incorporated as a limited liability
company on March, 31, 1894, with Head office in Liverpool
by Sir Alfred Jones, shipping managrete. It started business in the office of
elder dempster and company in Lagos
under the corporate name of the Bank for British West Africa (BBWA) with a paid
up capital of 12,000 pounds staring, after absorbing its predecessor, the
African banking corporation, which was established earlier in 1892. In its
early years of operation, the bank recorded an impressive growth and worked
closely with the colonial Government in performing the traditional function of
a central Bank, such as issue of specie in the West Africa
sub-region.
To justify its West Africa coverage, a branch was opened in Accra, Ghana
in 1896 and another in Freetown,
Sierra Leone in
1898. These market the genesis of the bank’s international banking operations.
The second branch of the bank in Nigeria
was in the old Calabar in 1900 two years later, services were extended to Northern Nigeria.
To reposition and take advantage of opportunities in the changing
environment, the banks had at various times embarked on restructuring
initiatives. In 1957, it changed its name from Bank of British West Africa to
Bank of Wes Africa. In 1969, the Bank was incorporated locally as the standard
Bank of Nigeria limited in line with the companies Decree of 1968. Changes in
the name of the bank also occurred in 1979 and 1991. to First Bank of Nigeria
plc, respectively. In 1985. the bank introduced a decentralized structure with
five regional administrations.
To further enhance the bank’s operational
efficiency, this was reconfigured into sixteen areas offices in 2003. 1n view
of the foregoing, it was therefore, a natural progression when in 2001; the
Bank began the process of transforming its corporate identity to reflect its
rejuvenated focus. The transformation process which began in earnest in 2001
gained momentum in 2003 and was launched on Tuesday, April 27, 2004 with the
introduction of a new corporate identity.
First Bank got listed on the Nigerian Stock
Exchange (N SE) in march 1971 and has won the NSE president’s merit Award
eleven times for the best financial report in the banking sector.
In line with the bank’s mission statement “remain true to our name by
providing the best financial service possible” and its brand essence,
“dependably dynamic”, the Bank will consistently transform it self as it forges
ahead in its second century of qualitative banking to the nation.
3.2. SOURCES OF DATA COLLECTION
The main sources of data collection used in this
research project are the primary and secondary sources of data collection.
1) The primary data: - This involves the administrative of question to
a reputation of respondents. An annual report of the First Bank of Nigeria plc.
The questions asked were divided into four sections.
SECTION A: This section contained the bio data.
SECTION B: This was designed for software packages in the banking industry.
SECTION C: This was designed for significant of networking and service rendered in
the banking industry.
SECTION D: This was designed for solution and general comment.
1. The primary data collected were used for the purpose of statistical analysis.
2. The Secondary Data: This is designed to involved the use of data
already
collected by some people and to appreciate their work through this
study. Text book, National Newspaper; Journal, internet and various seminar
paper discovered
3.3. METHOD OF DATA COLLELCTED
In analysis these data collected, inferential
statistics has been analyzed.
Chi-square method are used in the analysis and decision of research were
based on the out come of the analysis
The formular for ch-square is
FO-
Fe 2
X2 ∑ Fe
Where
X2
= chi- square
FO = observed
frequency.
Fe=
expected frequency.
Under this research work the descriptive statistic
that is used is simple bar chart by looking at the level of effect of information
technology on effective service delivery in Nigerian banking industry.
3.4. DATA DESIGN
The aim is to keep data’s to the minimum consistent
with serving the needs of the system. The design of data and that of the
procedure are very much linked together.
The completion of the data may be the first operation a procedure (e.g.
compilation of an order data) a by-product of an operation within a procedure
(e.g. a receipt as a bye- product of posting into cheque book). The end product
of a procedure (e.g. report to management) or the data may be completed at
various stages within a procedure.
FEATURES OF THE DATA DESIGN
a. SIZES
Standard size data’s should be used as its more
economical to do so because of handling, filling and copying are simplified.
b. QUALITY OF PAPER
The quality of paper used should be appropriate to
requirements because frequency of handling, storage needs, condition under
which the data are completed should be put into consideration.
C Instruction for filling the
data should also be clearly written.
d. there should be a brief self
explanatory title.
e. PRE-PRINT1NG
The common detail should be pre-printed leaving
only variable data to be entered.
3.5. SAMPLING METHODS
A sample is precisely a part of the population. The
procedure for drawing samples from a population is known as SAMPLING.
Therefore sampling is taking any portion of a population or universe as
representative of that population or universe.
Several methods have been devised for selecting samples that will be
representative of the entire population. This can be classified into
probability, non probability and other method.
I. PROBABILITY
SAMPLING METHOD
a) Random Sampling: This is the most fundamental method of probability
sampling, its principle; i.e. randomness is applied in all probability sampling
methods. The principle of randomness is a procedure of giving every subject or
element in a population as equal chance of appearing in the selection. This is
the only method of sampling which can be free from bias.
This could be further explained using the following example writing all
the names or numbers of the subject or units on cards are shuffled continuously
until the required sample size is met.
b) Stratified Sampling: this is an applied random sampling method,
there; the population is just grouped into some definite characteristic. There
groups are ca11ed strata. From these strata the sample is chosen by applying
random selection techniques on each stratum.
In choosing a particular
number of items from the various strata, the researcher must ensure that the
number must be proportional to the stratum’s share of the population.
c) Systematic Sampling: This method involves the selection of the nth
subject or item from serially listed populated subject or units. Where n is any
no. usually determined by dividing the population by the required sampling
size.
d) Cluster Sampling or Area Sampling: This method is used when the
researcher recognizes that some populations are distributed in cluster or
pocket of settlement and uses the cluster as a basis for selection of sample
such that the number of subjects selected from each cluster will represent its
share of entire population.
2. NON - PROBALITY SAMPLING METHODS
a. Quota Samples: In certain population, some characteristics or
feature are easily identifiable. These characteristics or features may need to
be represented in sampling process in order that the researcher may have good
feeling about the entire population.
This is a situation where specific people chosen by a random sample,
regarded as interviewers, and are told to interview all the people they met up
to a given number, which is called their quota. Such a quota is nearly always
divided into different types of groups or class (e.g. working class, upper
class etc.) with sub-quota for each type.
b. Judgment Sampling: in choosing some sample elements the researcher
may be guided by what typical cases, which are most likely to provide him with
the required data or information.
A researcher studying the use of birth control pills is not likely to
get any good response from men, very old women and pre high school age girls or
good loyal members of extreme religions sects in this case the researcher will
find his data and information among young females of between 16 and 35 years
who are singles and outgoing.
c. Purposive Sampling: This is another technique of selecting a
research sample purely on the basis of the special characteristics that
particular element in the population possesses and which may be directly
relevant for the testing of a specific research hypothesis.
d. Expert Sampling: This is the procedure of sample selection which
relies upon expert opinion in determining whether or not the particular
elements, if chosen are representative of the total population there are
occasions when the exigencies of research may warrant the resort to the
informed opinion of consultants or other subject matter specialist in the
derivation of a research sample.
TYPES OF SAMPLING USED
The type of sampling method used in this research
project is known as
RANDOM PROBALITY SAMPLING METHOD.
Random Method: - This is the most fundamental method of probability sampling, its
principle i.e. randomness is applied in all probability sampling methods. The
principle of randomness is a procedure of giving every subject or element in a
population an equal chance of appearing in the selection. This is the only
method of sampling which can be free from bias.
This can be further explain using the following
example writhing all the names or numbers of the subject or units on cards are
shuffled continuously until the required sample size is met.
CHAPTER FOUR
4.1 ANALYSIS AND INTERPRETATION
OF DATA INTRODUCTION
This chapter presents
and analyzed the data collected during the research work; it covers the
interpretation and analysis of questionnaire administered.
Having administered questionnaire, it is
important that the data collected from primary sources (questionnaire) are
presented using charts to give clarity to information (A) of the questionnaire,
make use of the bar chart, the other sections and analyzed using chi-square to
make decision.
In data analysis, the working hypothesis
is set up and comprises the Null Hypothesis (Ho) and Alternative Hypothesis
(Hi). The null hypothesis is tested and decision is made depending on the
outcome of the test. The null hypothesis is either accepted or rejected.
In all (70) questionnaire administered,
only fifty (50) were returned, fifteen (15) were missing and five (5) rejected.
SECTION
A.
TABLE
4.1.1 DISTRIBUTION ON SEX OF THE
RESPONDENT
|
SEX
|
FREQUENCY
|
PERCENTAGE
|
|
Male
|
35
|
70%
|
|
Female
|
15
|
30%
|
|
Total
|
50
|
100%
|
Source: Research survey (2011).
The
above data is represented in a simple bar chart.
COMMENT
This illustration shows that 15 of the
respondents are female while 35 respondents are male, then percentages of whose
sex are 30% and 70% respectively. This implies female worker seems to be less
interested in the bank due to the nature of the work. This accounts for the
small percentage of female workers in the bank.
TABLE 4.1.2: EDUCATIONAL
QUALIFICATION
Distribution on
educational of the respondents
|
LEVEL
|
FREQUENCY
|
PERCENTAGE
|
|
OND/NCE
|
12
|
24%
|
|
HND/B.Sc
|
27
|
54%
|
|
MSC
& Others
|
11
|
22%
|
|
Total
|
50
|
100%
|
Source: Research survey (2011).
The data above is represented in a
simple bar chart.
COMMENT
From the illustration above, 24% of the
respondent are OND/NCE holders, 54% has HND and B.Sc qualification while 11%
fall between MSC and other professional qualification. It can be seen that most
of the banker (i.e. those working in the banks) had HND/B.Sc educational
qualification.
4.2 HYPOTHESIS TESTING
In this section, data
is analyzed according to each segment of the questionnaire. A working
hypothesis set up for each section the hypothesis is tested using chi-square
and decisions made are based on the calculated result. A 5% level of
significance is assumed.
4.2.1 Hypothesis testing on
the software packages in the banking industry.
Ho: There is no need
for software packages in the banking industry.
Hi: There is need for
software packages in the banking industry.
The formular
X2 = ∑ fo – fe 2
fe
Where Fo = observed
frequency
Fe = expected frequency
X2 = chi-square
TABLE 4.2.1
Hypothesis testing on
normal distribution on the software packages in the banking industry.
|
ALTERNATIVE
|
YES
|
NO
|
TOTAL
|
|
7
|
40
|
10
|
50
|
|
8
|
45
|
5
|
50
|
|
9
|
48
|
2
|
50
|
|
10
|
47
|
3
|
50
|
|
Total
|
180
|
20
|
200
|
Source: Research survey (2011).
Calculated value: 8.4443
Degree of freedom: (v - 1) (c - 1)
(4
- 1) (2 - 1)
3
x 1 = 3
Total value = 7.815.5% level of significant.
Figure 4.2.1 normal
distribution on the software package in the banking industry.
From the above calculation,
the calculated value is greater than table value.
DECISION
Rejected null
hypothesis (Ho) to accept alternative hypothesis (Hi) which says there is need
for software package in the banking industry.
4.2.2 Hypothesis testing on the significant of networking and service
rendered in banking industry.
Ho: service render in the banking
industry through information technology is not significant.
Hi: service render in the banking
industry through information technology is significant.
SECTION
C:
TABLE
4.2.2
Hypothesis testing on the significant of
networking and service render in banking industry.
|
ALTERNATIVE
|
YES
|
NO
|
TOTAL
|
|
12
|
38
|
12
|
50
|
|
13
|
42
|
8
|
50
|
|
14
|
44
|
6
|
50
|
|
15
|
41
|
9
|
50
|
|
Total
|
165
|
35
|
200
|
Source: Research survey (2011).
Calculated Value = 11.2463 (see appendix II)
Degree of freedom (r
- 1) (c - 1)
(4
- 1) (2 - 1)
3
x 1 = 3
Total values =
7.815.5% level of significant figure 4.2.2 normal distribution on the
significant of networking and service render in the banking industry.
On problems of information technology.
|
ALTERNATIVE
|
YES
|
NO
|
TOTAL
|
|
16
|
3
|
47
|
50
|
|
17
|
2
|
48
|
50
|
|
18
|
10
|
40
|
50
|
|
Total
|
15
|
135
|
150
|
Source: Research survey (2011).
Calculated value = 8.4443 (see appendix II)
Degree of freedom (r - 1) (c - 1)
(4
- 1) (2 - 1)
3
x 1 = 3
Table value = 7.815,
5% level of significant figure 4.2.3 normal distribution on problem of
information technology.
From the above
calculation, the calculated value is greater than the table value decision.
Reject null hypothesis (Ho) to accept
alternative hypothesis (Hi) which says that there are problems in information
technology.
From the above
calculation, the calculated value is greater than table value.
DECISION
Reject null hypothesis (Ho) to accept
alternative hypothesis (Hi) which says that service render in the banking
industry through information technology is significant.
GENERALIZATION
Based on the outcome
of the test of hypothesis it can be generalized that information technology is
an effective on delivering service in Nigeria banking.
This rejecting hypothesis is to accept
the alternative hypothesis.
CHAPTER FIVE
5.2.1. SUMMARY
The recent development in information technology
have brought with it greater efficiency in the utilization of productive
resources through improved competition and innovation. Effects of the
development on the Nigeria
banking system have come in the form of cost reduction; enhance speed at
carrying out financial activities.
Introduction of any computer aided products,
improvement in the nation’s capital market and opportunity to access the global
market per enhancing capital base by some banking firms among others.
This research work has been carried-out mainly to
discuss effect of information technology ons effective service delivery with
the view of identifying the benefit and problems encountered or may still
encountered in the nearest future. In view of this, the study was divided into
five (5) chapters.
Finally, minimization of the danger posed by those
developments particularly in the Nigerian economy Is the need for the
regulation of evolve a regime of supervision that can be efficient, effective
and up to date and the changing of complexities of modern banking and finance.
Also the needs to enlist the market mechanism by encouraging a greater degree
of transparency on the part of operator with respect to their preferred spot on
the risk return frontiers as well as disclosure at regular intervals, as a
powerful and effective tool to instill discipline among.
5.2.2. CONCLUSSION
In conclusion, it is seen that technology in the
banking industry is very important in the developing economy than our banking
industry. Nigeria
has reached an advance stage and it only the buoyant and highly technological
banks that will be able to survive in this millennium.
As the rest of the world continues to enjoy the
longest stretch of prosperity in the history of mankind.
Nigeria must draws on her vast resources of talent to
become a player on the internet landscape. Nigeria government must work
together with other regional government and private business to ensure its
business communities and citizens are back to business. The power and outreach
to a virtually limit ness market price.
5.3. RECOMMENDATION
In the area of frequent break down of computer
system, the banks should employed professionally hands that will handle the
operation and also the software package that handled millions of transaction
should be used return, then decongested the existing packages.
Customers should be properly enlightening on the
non technology introduced by the bank in order to give effective delivery of
service to customer. Staff of the bank should be adequately trained whenever a
new software package is been introduced into the system by the bank.
In checkmating the criminal act which are realized
several diversion are to be used e.g. the use of code number, password etc. in
the banking industry should be enact to punish the offenders of internet
friend, computer friend etc.
REFERENCES / BIBLIOGRAPHY
ADEDO M.A (2000): A
guide to project writing an
introduction (OLAD Publishers)
AKIMLI, D.M (1999); Introduction technology in
Nigerian banking Industry Operation Application
problems and future challenges July / Sept 199. Vol 23 No 3 pg, 71 , 72
ALUA.O (2002); Effect of information technology in
banking industry in Nigerian (O.A.U)
ALABA .O. (1992): Emergency
impact of electronic banking unpublished manuscript.
ETIN (2001): A
study of Nigerian commercial bank staff seminar paper unpublished.
FAPHONDA (1991) Introduction
to management information system, Asia press
publication.
HENRY. L. (1982): Information system concern for
management third Edition, MC grand Hill international press New York.
IGE.O. (1995):
Information Technology maDeregulated Telecommunication environment to key note
Addres info Tech as first international conference of information technology
management Lagos.
Nov, 16th – 17th
UGWU C.O (1999): Assessment
and impact of information technology on selected service Industry in south west
Nigeria.
Kwara State Polytechnic, Department of Banking and Finance,
14th June. 2011.
The Branch Manager,
First Bank Plc,
Ilorin.
Dear Sir/ Madam,
I am a final year student of the Department of
Banking and Finance, Kwara State Polytechnic, Ilorin.
As part of the conditions for the award of National
Diploma (ND). I am conducting a research on the effect of information
technology on effective service delivery in Nigeria banking industry, which i
use first bank of Nigeria plc as case study of the project.
I shall therefore be glad and grateful, if you
could assist in completing the attached questionnaire as objectively as
possible.
Please be assured that any information given in
this regard will be used or treated confidentially and only for the purpose of
this academic exercise.
Thanks for your unreserved assistance.
Yours faithfully,
OLADEJO SUKURAT
OLANIKE
QUESTIONNAIRE ON THE EFFECT OF INFORMATION
TECHNOLOGY
ON EFFECTIVE SERVICE DELIVERY
IN THE BANKING INDUSTRY.
INSTRUCTION:
Kindly complete the question below by putting x in
the appropriate boxes and write in the space provided.
SECTION
A
PERSONAL
INFORMATION
1. NAME:
MR / MRS/MRS/MISS………………………………………………….
2. NAME OF
THE ORGANIZATIONS……………………………....
i. First
bank Plc YES ( ) NO (
)
ii. Oceanic bank pie YES ( ) NO
( )
iii. Intercontinental
Bank Plc YES ( ) NO ( )
3. DEPARTMENT…………………………………………………….
i. Director YES ( )
NO ( )
ii.
Finance YES ( ) NO( )
iii. Accounting
YES ( ) NO (
)
iv. Customer YES ( )
NO( )
4. SEX:
MALE YES ( ) NO
()
FEMALE YES ( ) NO( )
5. AGE:…………………………………………………
i. 20-25
years YES( ) NO( ) ii. 25-30 years YES( )
NO ( ) iv. Above 35 years YES( ) NO( )
6.
MARITAL STATUS:
i. Married
YES( ) NO() ii. Single YES( ) NO( )
iii. Divorce
YES ( ) NO( ) iv. Widow YES( )
NO( )
7. EDUCATIONAL QUALIFICATION:
i. OND/NCE
yes ( ) No
( )
ii. HND/BSC YES ( )
NO ( )
iii. MBA/MSC YES ( )
NO( ) S
SECTION B
EFFECT OF INFORMATION
TECHNOLOGY IN BANKING INDUSTRY
8. What
are the efficiency of information technology in banking industry.
i. To
promote banking industry YES( ) NO( )
ii. Cause
the world is civilized YES( ) NO( )
iii. It
promotes faster service to bank industry YES( ) NO( )
9. What
are the usefulness of information technology in your bank?
i. To
reduce the stress of customer YES ( ) NO( )
ii. To
promote your banking services YES ( ) NO( )
10. Who are
those that information technology is established for?
i. The
Public YES( ) NO( )ii. Customers of the
bank YES( )
iii. Beneficiaries
of the bank YES ( ) NO ( )
11. What
object is using the information in banking industries?
i. For
decoration YES( ) NO() ii. For cashing money YES ( ) NO( )
iii. To
make work faster YES ( ) NO ( )
12. Why do
the banks choose to make use of information technology?
i. It is
the new product discovery in the banking industry YES( ) NO ( )
ii. So as
to reduce the transaction cost in your bank YES ( ) NO (
)
iii. It
enable transaction easier and more faster in the bank YES() NO ()
SECTION
C
IMPACT OF INFORMATIQN TECHNOLOGY IN BANKING SERVICE
DELIVERY
13. What
does information technology enhanced in your bank?
i.
Effective banking service delivery YES( ) NO( )
ii. Fast
work YES( ) NO ( )
iii. Hardworking
YES ( ) NO( )
14. What is
the benefit of information technology in your bank?
i. It
improves the management operation YES ( ) NO(
)
ii. It
reduces the work of the bank YES
( )
NO ( )
iii. It
saves time YES(
) NO( )
15. What is
the impact of Information Technology in your bank?
i. it
stop fraudulent activities YES( ) NO(
)
ii. It
saves energy YES(
) NO( )
iii. It
makes the operation faster YES ( ) NO( )
SECTION
D
PROBLEMS
RELATED TO INFORMATION TECHNOLOGY
16 How can
information technology discourage customers in the banking?
i. Loss
of signal during the transaction YES
( ) NO( )
ii. Data
failure YES
( ) NO( )
iii. Error
from the machine language YES ( ) NO
( )
17. What are
the barriers of information technology?
i. Damage
of the machine YES ( ) NO ( )
ii. Fake
internet bank site YES ( ) NO ( )
iii. When you
don’t know your pin code YES ( ) NO ( )
GENERAL
CONCLUSION
if your own view or opinion, how has information
technology immensely contribute to banking service industry in
Nigerian?..........................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
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