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TABLE OF CONTENT: CHAPTER ONE INTRODUCTION 1.1
Background of the Study 1.2
Statement of the Research Problem 1.3
Objectives of the Study 1.4
Significance of the Study 1.5
Research Questions 1.6
Research Hypothesis 1.7
Conceptual and Operational Definition 1.8
Assumptions 1.9
Limitations of the Study CHAPTER TWO LITERATURE REVIEW 2.1
Sources of Literature 2.2
The Review 2.3
Summary of Literature Review CHAPTER THREE RESEARCH
METHODOLOGY 3.1
Research Method 3.2
Research Design 3.3
Research Sample 3.4
Measuring Instrument 3.5
Data Collection 3.6
Data Analysis 3.7
Expected Result CHAPTER FOUR DATA ANALYSIS AND
RESULTS 4.1
Data Analysis 4.2
Results 4.3
Discussion CHAPTER FIVE SUMMARY AND
RECOMMENDATIONS 5.1
Summary 5.2
Recommendations for Further Study Bibliography |
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CHAPTER
ONE |
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INTRODUCTION 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. STATEMENT OF
PROBLEM: Information
technology is an entrepreneurial as corporate resources should be managed and
it greatly increase the opportunities that are available to the organization.
As a result of the increased demand
for customer deposits, Nigerian banks especially the new generalization bank
have realized the imperative of good and prompt customer service. Also, due
to the fact that the some customers lost their depositin the erstwhile
technically insolvent or distressed banks, customers have now become wiser,
more discerning alert and sophisticated with regard to choosing where it is
safe to put their money and where they
would be served promptly, preferably in a pleasant, courteous and friendly
environment. Thus, they have started
looking at the level of service and professionalism of the banks before
depositing their funds. Proximity to
the bank is no longer the issue.
Safety and the level of service, with regard to quality, speed and
efficiency has become the major imperative. On the part f the banks, they have
realized that one way in which they can provide quality service is through
the use of technology. Hence there is
a growing rate of adopting new technologies in Nigeria banking
operations. Moreover, there is a
growing evidence that customers have started associating quality of service
in a bank with the bank’s possession of online real time system. Infact,
possession of such system is now judged to be the sine quanon of a high
quality banking service in Nigeria. 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. (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. 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. SIGNIFICANCE OF THE
STUDY The
impact of information technology has contributed immensely to the growth of
the banking industry in Nigeria. Some
available telecommunication and information technologies which are presently
being used in the banking industry are telephone, facsimile, wireless
radiophone, very small opertun terminal satellite (VSAT) telegraph and
computer system. So, for a bank to be perceived as providing high quality
service, that bank has to have an Information Technology (IT), system which
it uses to deliver service to customer in a more timely, friendly and
considerate manner, at no extra cost to the customers. The use of information
technology increase bank productivity in that with the use of information
technology , the bank can attend to a lot of customer since IT speeds up
cashiers’ work. The study revealed
that information technology has appreciable positive effects on the bank
productivity, cashiers service and bank services, banking transaction, bank
patronage and customer services. These
affect the growth of the banking industry in Nigeria positively because
customers can now collect money form any branches of their bank. Also customers do not need to move about
with large sums of money and customers are being attended to within a short
period of time. The
effect of information technology on an enquiring on a customers’ state of
account is highly appreciated by the customers. It also revealed that telephone, computer
systems and facsimile services are available in nearly all eh banks making
use of information technology. Also
the use of ATM (Automatic teller Machine) has helped greatly in money transaction. SCOPE OF THE STUDY: Although this study
is to cover all commercial bank. The
researcher focus on commercial banks especially Skybank. |
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