THE IMPACT OF INFORMATION TECHNOLOGY ON CUSTOMER’S SATISFACTION AND PROFITABILITY IN NIGERIA BANKS. (A CASE STUDY OF TRANS INTERNATIONAL BANK PLC)

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ABSTRACT

The main objective of any financial institution is to harness their profit making potentials and subsequent development and growth. An the purpose of this study is to urge banks to adopt the efficient use of information technology in all their banking operations. This will in turn load to increased customer’s satisfaction and patronage which will eventually translate into improved deposits. Therefore in this world of dynamism, all banks in order to achieve their set goals must be innovative and adopt the use of computers in their routine operations. It has been proved that the use of computers for auditing and accounting purposes are more efficient and reliable. The bank manager can easily punch the computer from his own office without consulting any of his subordinate and all the information’s he require will appear at a twinkle of an eye. This has gone a long way in maintaining water tight internal control and at the same time reduced fraud in the banking sector.

Data collected were through questionnaires and hypothesis research statements were duely tested using chi-square technique. Data analysis and interpretation gave the following findings:

Information technology has increased customers satisfaction in Trans International Bank PLC.

Information technology has greatly unchanged the profitability of the bank.

Information technology has let to increased bank deposit.

Information technology has led to development and growth of the bank.

Based on my findings, I have recommended that banks should endeavour to:

Computerize fully at aspect of their operations.

Embark on intensive training of their state in order to acquaint them with the uses and applications of computers.

Be prudent in management of their resources and adhere to ethics and law guiding banking operations in Nigeria.

TABLE OF CONTENTS

Title Page ii

Dedication iii

Acknowledgement iv

Approval Page v

Abstract vi

Table of contents viii

CHAPTER ONE

1.0 Introduction 1

1.1 Background of the Study 1

1.2 Statement of the problems 3

1.3 Purpose of the Study 4

1.4 Research Questions 5

1.5 Research Hypotheses 6

1.6 Significance of the Study 7

1.7 The scope of the study. 9

CHAPTER TWO

2.0 Literature Review 10

2.1 Introduction 10

2.2 Information technology and management

information system 11

2.3 The concept of information technology

and competition. 16

2.4 Information technology and the Nigeria

Banking environment. 18

2.5 Effect of information technology on customer’s

satisfaction in Nigeria financial institution. 23

2.6 Profitability of the Nigeria Banking Industry 25

CHAPTER THREE

3.0 Research design and Methodology. 27

3.1 Research Design 27

3.2 Area of the study 29

3.3 Population of the study 29

3.4 Sample and sampling technique 29

3.5 Instrument for data collection. 29

3.6 Method of data analysis. 30

CHAPTER FOUR

4.0 Data Presentation and Analysis 31

4.1 Hypotheses Testing and Results 31

CHAPTER FIVE

5.0 Findings, Recommendations and conclusion. 45

5.1 Discussion of findings 45

5.2 Recommendations 48

5.3 Conclusion 49

5.4 Limitations of the study. 50

References 52

Questionnaire design 54

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THE IMPACT OF INFORMATION TECHNOLOGY ON CUSTOMER’S SATISFACTION AND PROFITABILITY IN NIGERIA BANKS. (A CASE STUDY OF TRANS INTERNATIONAL BANK PLC)

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