THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC)

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INTRODUCTION

Information technology is a body of tools with the convergence of communication and computer. It is also series of machine, which can execute sequence of instructions. The sequence of instruction is a program made particularly flexible and not rigid and can be change depending on the information being processed (Goldberg, 2009).

The new millennium brought with it new possibilities in terms of information access and availability simultaneously, introducing new challenges in protecting sensitive information from some eyes while making it available to others. Today’s business environment is extremely dynamic and experience rapid changes as a result of technological improvement, increased awareness and demands Banks to serve their customers electronically. Banks have traditionally been in the forefront of harnessing technology to improve their products and services.

The Banking industry of the 21st century operates in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate. Information and Communication Technology (ICT) is at the centre of this global change curve of Electronic Banking System in Nigeria today. (Stevens 2002).

TABLE OF CONTENTS

CHAPTER ONE

INTRODUCTION

1.1Background of the study------1

1.2Statement of Problem-------7

1.3Objective of the study-------9

1.4Research Questions-------10

1.5Statement of Hypothesis------11

1.6Significance of the Study------11

1.6Scope of the study-------12

1.7Definition of terms-------12

CHAPTER TWO

LITERATURE REVIEW

2.1Introduction--------18

2.2Conceptual Framework

2.2.1Information Technology and the Common Banking Products----35

2.3Theoretical Framework------39

2.4Empirical Literature Review-----45

CHAPTER THREE

RESEARCH METHODOLOGY

3.1Introduction--------56

3.2Area of the study-------56

3.3Population and Sample Size of Study----56

3.4Sources of Data--------57

3.5 Method of Data Analysis------57

3.5.1Test of Hypotheses and Inference-----57

3.5.2Decision Rule and Justification-----58

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1Introduction--------59

4.2Analysis of Respondent’s Demographic Variables--60

4.3Data Analysis--------63

4.4Test of Hypothesis-------69

4.4Summary of Findings-------70

4.5Discussing of Finding-------71

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

5.1Summary---------73

5.2Conclusion---------74

5.3Limitations of the Study------76

5.3Recommendations-------76

Bibliography---------81

Appendix I----------82

Appendix II---------83

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THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC)

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