ABSTRACT
This research work is to show the impact of computerization on product creation and service delivery in Nigeria banks. However, the project work was designed to examine the impact of computerized banking operation that is how banks operate effectively with the use of computer system. The method of gathering information was through the sue of questionnaire, data collection through primary and secondary data from the data collected, it was review that information was from many source, examples are staff and manager of the bank, customers according to their period of patronage, textbooks relating to the topic and some relevant printout relating to the case study of the topic hypothesis testing were analyzed and also the usage of percentage. This topic was choosen to enlighten people’s knowledge on how technology has helped bank to perform effectively in there course of operation. From various findings, it was discovered that banks can transact business while sitting in a place to different countries through the introduction of computer. The main objective of the project topic is to test the effective services render by banks to customers through the introduction or impact of computers to the customers. This study is therefore useful to student who intends, to have the same knowledge in order to improve their knowledge on the impact of computers in product creation and service delivery in Nigeria banks.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Today’s business environment is very dynamic and undergoes rapid changes as a result of technological innovation, increased awareness and demands from customers.
The application of information and communication technological concepts, techniques, policies and implementation strategies of banking services has become a subject of fundamental importance and concerns to all banks and indeed a prerequisite for local and global competitiveness. Information and communication technology (ICT) directly affects how product managers decide, how they plan and what products and services are offered in the banking industry. It has continued to change the way banks and their corporate relationships are organized worldwide and the variety of innovative devices available to enhance the speed and quality of service delivery. Some banking services have been revolutionized through the use of ICT as including account opening, customers account mandate and transaction processing and recording.
This study also help to facilitate that bank now offers customers the flexibility of operating an account in any branch irrespective of which branch the account is domiciled through the help of technology and how bank make product available to their customers through effective service delivery.
1.2 STATEMENT OF THE PROBEM
The major problems faced by banks in trying to improve their services towards satisfying their customers despite improvement in technology are highlighted below and the possible question would have to be sanswered as the statement of research.
1. Why do we still find congestion in banks counters?
2. Why do customers complain about poor services render by banks despite computer operation?
3. Why do customers move from one bank to another?
4. Why is lack of confidence by customer during rational crisis?
5. Why is it that, there is no improvement in services despite computerization?
1.3 JUSTIFICATION OF THE STUDY
This study will afford the management in the banking sector the opportunity of knowing the course of actions to take in improving their services towards satisfying their customers and importance of computerization operations.
The study will discuss the importance of computerization to main-street Bank limited by using secondary data to tackle some of the highlighted problems, also it would be useful in background knowledge of students and those who require research information on the subject matters.
1.4 OBJECTIVES OF THE STUDY
The main objectives of the study are:
1. To highlight the benefit and problems encountered by banks.
2. To find out why customers still experience difficulties while transact with their banks
3. To analyze how banking industry can be fully geared to operations through the impact of computerization.
4. To introduce to us the importance of computerization and how it can be effectively plan in banking activities.
5. And lastly, to examined the area of banking audit and benefit with its control in banking industry.
1.5 STATEMENT OF HYPOTHESIS
Towards the achievement of the above objective the following hypothesis are formulated.
HYPOTHESIS I
Ho: Computerization does not have any impact on product creation.
Hi: Computerization has impact on product creation.
HYPOTHESIS II
Ho: There is no relationship between computerization and service delivery.
Hi: there is relationship between computerization and service delivery.
HYPOTHESIS III
Ho: Product creation has no significant impact on service delivery.
Hi: Product creation has significant impact on service delivery.
1.6 SCOPE OF THE STUDY
.