IMPACT OF INFORMATION TECHNOLOGY IN BANKING INDUSTRY
(A CASE STUDY OF ALL STATED TRUST ABNK ENUGU)
This project work is on the impact of information technology in the banking industry. And all States Trust Bank will be chosen as a case study.
In doing this, both primary and secondary data were collected to solve the research problem. The population of the study comprises of the personal of all state trust bank and the customers that patronize their services.
The research instrument used for data collection were questionnaire and oral interviews. Tables, frequencies and percentages were used in presenting and analyzing the data collected. The chi – square statistics was used at 5% level of significance to test the various hypothesis.
From the data analysis, the researcher came up with the following findings:
- That the customer are not satisfied with the level of information technology of the Bank
- Also that high cost of information and lack of funds are some of the major set backs of the company that hinder the efficient rate of the bank’s information technology.
- Then based on the findings above the researcher recommended the following that the bank should:
(a) Improve the information technology to help them enhance efficiency of the services and satisfy their customers
(b) That the bank should continue to source for information that would help them satisfy their customers.
(c) The problem of funds and high cost of information should be taken care of by releasing fund which will be used to improve the quality of information technology of the bank.
The conclusion of this study is that information technology of all states trust bank has a vital role to play in enhancing the efficiency of the services provided by the company.
TABLE OF CONTENTS
Approval page - - - - - ii
Dedication - - - - - - iii
Acknowledgement - - - - iv
Abstract - - - - - - v
Table of contents - - - - - vi
1.1 Background of the study
1.2 Statement of problem
1.3 Objective of the study
1.4 Research question
1.5 Significance of the study
1.6 Scope of the study
1.7 Limitations of the study
1.8 Definition of terms
2.0 REVIEW OF RELATED LITERATURE
2.1 Brief history about information technology
2.2 Banking environment in Nigeria
2.3 Application of information system applied in banking industry
2.4 Types of information system allied in banking industry
2.5 The impact of information technology to all state bank (Head office in Enugu)
2.6 Organizational profile
3.0 RESEARCH METHODOLOGY
3.1 Sources of data
3.2 Population of study
3.3 Sample of six determination
3.4 Sampling technique
3.5 Method of data treatment
3.6 Research instrument used
3.7 Questionnaire distribution
4.0 Data presentation, analysis and interpretation
4.1 Data presentation and interpretation
5.0 SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION
5.1 Summary of findings
1.1 BACKGROUND OF THE STUDY:
The world is a global village. It is due to the global state of the world that bedsore became such an organic economic activity armed at producing goods and services.
In this light of this organic nature of business, it constantly changes with improvement is science and technology. Business men and women have seen the need to also change their mode of carrying out business activities in order to keep abreast with the current practice and to effectively face the constant and new challenges experienced or the business.
This growing expectation challenges prompt the business community into evolving means to smoothen the performance of business. There are number challenges of business. These challenges are characterized by the constant changes in trade of customer as well as the competition in the business circle by other competitors all towards achieving or controlling the patronage of the majority of the customer in the entire industry.
According to Nwukw (1998) an article written on 29th September, which says that many bank in the past has strive to improve their counter services and reduce to the minimum, the waiting time for such service by employing more staff to cope with increasing number of customers.
But this did not yield much result with the advert of information technology banks, like all state bank head office has been able to automate some aspect, if not all their operation and this has resulted to lower cost in terms of paid salaries to staff and wasting of customer. With the help of information technology in the all state bank, according to information systems, the decision making proves, loans and credit evaluations and other banking services have been very efficient. The all states bank head office having realized the existence in the competitive economy depends on the level of information technology adopt it protectively. That the range of information technology adopted by all states bank must be determined by the peculiarity of its customer.
Thus, to compete favorable and effectively in the work of today’s complex business environment, the business has to keep itself abreast with the dynamic changes and also adopt new methods currently practiced all over the world, i.e by most success and business. To this end this research world is set to study and research on “using management information system (MIS) to improve customers service and growth in the banking industry.
1.2 STATEMENT OF PROBLEM:
Information technology is an entrepreneurial activity that information as a corporate resources should be managed and it greatly increase the opportunities that are available.
The operation of most banks in Nigeria are done manually with the aid of a calculator and writing machine. The banks do not recognize computers in their operations. The data processing and execution of transactions as well as their entire system for the proposed of record keeping are all done manually. The waiting time for bank services had led to frustration and dissatisfaction of quite a number of customer.
Another big problem facing the banking sector today is fraud, which has established the banking sector to the point of lack of confidence from the average customer. Most banks do not put their customers in the prime place as they supposed to be. These is new keen completion and to compete means to apply the marketing of information technology.
This has on the other ends created negative patronage from public saving and other transaction through the bank which resulted to loss revenue. For the bank as well as how the implementation process should be to achieve an effective computation of the bank so as to achieve greater participation by customer for the overall interest of customer and their bank as a whole. This study is aimed at researching on the effect of information technology on the marketing of banking services.
1.3 OBJECTIVE OF TH STUDY:
Among the objective of the study are
(a) To explore the correlation between information technology and services delivery ability of banks.
(b) To investigate the effect of information technology, investment on profitability of the all state banks on customer loyalty.
(c) To investigate the effect of information technology investment of banks on customer loyalty.
(d) To relate the advent of information technology to effective services delivery of all stats bank.
(e) To suggest how first, banks executive can direct and managed the image investment information technology and maximize profit.
1.4 HYPOTHESIS FORMATION:
The null hypothesis will be tested against the alternative hypothesis.
Ho1: Customer choice of banks is not a function of the level of information technology investment of the bank.
Hi: Customer choice of banks is function of the level of information technology investment of the bank.
Ho: Customer loyalty do not depend on a high information technology extent in bank.
Hi: Customer do not perceive all states banks as high information technology bank.
H3: Customers do perceive all states bank s high information technology bank.
1.5 SIGNIFICANCE OF THE STUDY
Not only student of the nature. In the world of competitive business and scarce resources, on completion of this study, the man agement of inter continental bank will benefit much and know why it is necessary using the management information system instead of manual operation system.
Delays is a problem faced by the customers of the bank, a transition that was supposed to be executed in five to ten minute with the used of computer takes one hour or minute to complete because of the manual application in the operation. But this is not so in using the computer.
Efficiency and effectiveness are two important terms as far as banking sector or any establishment is concern. While efficiency refers to resources productivity in the organization, the bank can not compete favourably with other well – know banks in the banking sector without having it operations computerized. This is because the success of these perturbing banks lies on the computerized operation, this then a bound impetus in the customer services.
Therefore, the bank to computerized its operation so as to join the ware of success experienced by other fast giving banks within the problem faced by the banks of which this write up will look into and find some cases of the problems and possible solution so as to advise the bank on the very forward to achieving success.
1.6 SCOPE OF THE STUDY:
Although this study is to cover all commercial bank. The researcher focus on commercial banks especially all states trust bank.
1.7 DEFINITION OF TERMS:
Management information system, formal method of making available to management the accurate and timely, information necessary to facilitate this decision making process and enable the organization planning functions be carried out effectively.
Electric data processing; the department where data processing takes place for a few organization oral function usually accounting and billing this concept of computer based.
Computer based information system (CIBS): information system which becomes better known as computer based (MIS).
The impact of information technology in Banking industry?:- A case stud of all states bank Enugu.
The objectives to be accomplished through the study will be started by the research extent to which stud meets the objectives determines the study success of the project.
FORMULATION OF HYPOTHESES
In the envisaged study of four hypotheses would be formulated to give direction of the study.
SOURCES OF DATA
Data for the stud would be sourced from two main sources.
Primary data; questionnaire would be used to collect information from the respondent.
Secondary data; journals, magazines and the relevant material that relate to the topic understanding will be reviewed.
SCOPE OF THE STUDY
The researcher course marketing information system as applied by all states bank within Enugu metroplies.
PLAN FOR THE REVIEW OF RELEVANT LITERATURE
Extensive literature review will be carried out on direct literature and indirect literature on books, journals, and past works.
METHODS OF PRIMARY DATA COLLECTION
The researcher will personally administer the questionnaire on the respondents comprising customer and the staff of the all states bank Enugu. Ten (10) days filling period will be allowed to them.
THE RESEARCH INSTRUMENT USED
The research instrument to be used in this study will be questionnaire. The questionnaire will be structural as to contain both close and open ended questions.
METHOD OF DATA TREATMENT AND ANALYSIS
Sample statistics tables, frequencies and percentages will be used in treatment of data while chi –square will be used to test the hypothesis formulated.
SIGNIFICANCE OF THE STUDY
The study will hold immense benefit to the following customers, management of all states bank readers and researchers.