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

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

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

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

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

1.4 Research Questions - - - - - - - 10

1.5 Statement of Hypothesis - - - - - - 11

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

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

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

CHAPTER TWO

LITERATURE REVIEW

2.1 Introduction - - - - - - - - 18

2.2 Conceptual Framework

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

2.3 Theoretical Framework - - - - - - 39

2.4 Empirical Literature Review - - - - - 45

CHAPTER THREE

RESEARCH METHODOLOGY

3.1 Introduction - - - - - - - - 56

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

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

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

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

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

3.5.2 Decision Rule and Justification - - - - - 58

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1 Introduction - - - - - - - - 59

4.2 Analysis of Respondent’s Demographic Variables - - 60

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

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

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

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

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

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

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

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

5.3 Recommendations - - - - - - - 76

Bibliography - - - - - - - - - 81

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

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

Report Access / View File

Overall Rating

0

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

APA

YWH9nGq5c0006a088b224.87258818, C. (2018). THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC). Afribary. Retrieved from https://beta.afribary.com/works/the-impact-of-information-and-communication-technology-on-customers-service-delivery-case-study-of-uba-plc-2626

MLA 8th

YWH9nGq5c0006a088b224.87258818, CXRbMXY5c0006a08804a6.07849201 "THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC)" Afribary. Afribary, 29 Jan. 2018, https://beta.afribary.com/works/the-impact-of-information-and-communication-technology-on-customers-service-delivery-case-study-of-uba-plc-2626. Accessed 25 Apr. 2025.

MLA7

YWH9nGq5c0006a088b224.87258818, CXRbMXY5c0006a08804a6.07849201 . "THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC)". Afribary, Afribary, 29 Jan. 2018. Web. 25 Apr. 2025. < https://beta.afribary.com/works/the-impact-of-information-and-communication-technology-on-customers-service-delivery-case-study-of-uba-plc-2626 >.

Chicago

YWH9nGq5c0006a088b224.87258818, CXRbMXY5c0006a08804a6.07849201 . "THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (CASE STUDY OF UBA PLC)" Afribary (2018). Accessed April 25, 2025. https://beta.afribary.com/works/the-impact-of-information-and-communication-technology-on-customers-service-delivery-case-study-of-uba-plc-2626

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

0

Document Details

Related Works