THE ROLE OF MANAGEMENT INFORMATION SYSTEM IN IMPROVING CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA PLC, ENUGU)

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ABSTRACT

This research work was aimed at determining the extent to which the role of management information system will improve customer services in United Bank for Africa (UBA) Plc with much emphasis on the impact of computerization of its operations.

A structured questionnaire made up of a little combination of dictatorship and open ended questions was developed and distributed to a total number of 97 employees comprising of both make and female employees of United Bank for Africa No 10 Station Road, Okpara Avenue, Enugu.

The data collected were analyzed using percentages. Based on the above major findings include:-

1) Time wasted in bank is constituted by various things such as, too many customers, and breakdown in the system etc.

2) That employing computer services will reduce time wasting.

3) That the activities of fraudsters as been the major set back of the use of management information system.

4) That there are benefits associated with the use of management information system.

5) That the bank would be able to keep and maintain records of various accounts and customers records as well as management and staff efficiency.

Based on these findings, the following recommendations are made:-

1) To compete favourably, there should be a means by which new methods of operation is adopted.

2) There should be proper planning before introducing a computerization system.

3) Staff should be trained properly

4) Customers’ satisfaction should be the top most priority of the bank.

TABLE OF CONTENTS

Title Page ii

Approval page iii

Dedication iv

Acknowledgement v

Abstract vi

Table of Contents viii

CHAPTER ONE

INTRODUCTION

1.1 Background of the study 1

1.2 Statement of the problem 7

1.3 Purpose of the study 9

1.4 Scope of the Study 10

1.5 Research Question 11

1.6 Limitation of the study 12

1.7 Definition of terms 14

CHAPTER TWO

LITERATURE REVIEW

2.1 Brief History of Banking in Nigeria 16

2.2 Origin of money 22

2.3 Development of Banking 23

2.4 Account maintained by United Bank for Africa Plc 27

2.5 The Role of Management Information System

In Improve customer service 29

2.6 What is Banking All About 33

2.7 Who is a Customer 34

2.8 What is Management 36

2.9 What is Information 38

2.10 What is MIS 40

2.11 How Does MIS Relate to and Influence Customer Service 43

CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

3.1 Research Design 47

3.2 Area of the study 47

3.3 Population of the study 48

3.4 Sample and sampling Procedure 48

3.5 Instrument of data Collection 50

3.6 Validation of Instrument 51

3.7 Reliability of the Instrument 51

3.8 Methods of data collection 52

3.9 Method of data analysis 53

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1 Presentation and Analysis of Data 54

4.2 Summary of Findings 71

CHAPTER FIVE

Discussion, Recommendation and Conclusion

5.1 Discussions of Findings 75

5.2 Implication of the Research Finding 84

5.3 Conclusions 85

5.4 Suggestion for Further Studies 87

Bibliography

Appendix

Questionnaire

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THE ROLE OF MANAGEMENT INFORMATION SYSTEM IN IMPROVING CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA PLC, ENUGU)

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