Abstract
This study investigates how service delivery in the banking sector is achieved through information communication. The broad objective of the study is to find out if customers respond positively to the information technology items such as the ATM and also to ascertain if banking industry have any problem in adopting the information technology as a means of operative in service delivery. Banks have the problem of inability to meet with it’s raising population of customers, and thus, information technology is paramount which helps in boosting workers morale and shielding customers’ confidence. The study uses the primary source of data to collect through stratified questionnaire. A sample size of 30 was used which was chosen using the simple random sampling technique to eliminate bias among the population. The chi-square statistical tool was used in testing the various hypotheses. The study revealed that information technology is of great importance to the effective banking service delivery and that internet is really needed for effective service delivery in the banking industry. The study concludes that the full move away from the branch-centered organization into virtual banking will require new information technology applications and new managerial practices within the banks’ most profitable market segments. The study recommends among others that there should be periodic educational campaigns about the technological facilities and their usage by the banks to promote customers patronage.
CHAPTER ONE
INTRODUCTION
1.1Background to the Study
When we talk about the background we are to dance down to the information meaning of information technology and what is all about, since it is the central of thought.
However, according to Akuwudike and Ugwu (2002), information communication technology is the collection and gathering recording, storage, processing and communication a macro-electronic based, combination of computer and telecommunication technology. It is however, based on the convergence of data processing and communication techniques, the former providing the information while the latter provided the vehicle for disseminating or communicating it is hence, a relatively new filled that combines the technology of the computer with that of telecommunications and therefore represents the latest form of man-machine interface.
Moreover, it has played a vital role in the newer field of experts systems and artificial intelligence. Experts are able to achieve these fits because at the abundant knowledge on, and the relevance of information theory which itself is the study of information and the way if is communicated (Armstrong, 1993).
Also information Communication Technology can be said to a relatively new field that combines the technology of the computer with that of communication, concerned with the gathering, recording, storage, processing, and dissemination of information and represents the largest form of man machine interface such as internet services; Al experts system just but few (Jan, 2007).
1.2 Statement of Problem
In recent time, most banks have been in the bandage of how to manage their information, and how to satisfy their customers.
Also, the rate of competition in the banking industry today is also a big problem on the banking industry.
However, banks also have the problem of inability to meet with it’s raising population of customers, for instance, the issue of information technology, such as online is not adequately effective. Hence contribute to the valuable time customers spend in the bank to meet up with their needed transaction.
The problem of network is another problem which is currently experienced in the banking industry. Sometimes, when customers are in the bank to lay complain regarding the services being rendered, they are met with excuses of system failure which hinders the operations of banks and lead to the customer not achieving their aim in such period.
1.3 Research Questions
The research question includes the following.
1. Is information technology of any effect to the banking service delivery?
2. Does customers response positively to the information technology items like ATM?
3. Is Internet needed in service delivery of the banking industry?
4. Does banking industries experience any problems in adopting the information technology as a mode if operative in customer service delivery?
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