Over the years, the advent of Information Communication Technologies has brought remarkable changes to the way people live their live and do businesses today. Most sectors of our economy both nationally and globally are fast adopting the use of Information and Communication Technologies to advance the course of their duties; to enhance quality customers’ service delivery and internal operations. This has brought about remarkable development in these sectors of our economy. Most specifically to the context of this work, the banking industry in Nigeria has undergone remarkable development strides in the bid to improve on the quality of service rendered to its customers and to enhance the profitability of its internal operation.
Table of Contents
1. Introduction
1.1 Background to the Study
1.2 Statement of the Problem
1.3 Research Objectives
1.4 Research Questions
1.5 Significance of the Study
1.6 Scope of the Study
1.7 Definition of Terms
2. Review of Related Literature
2.1 Conceptual Review
2.1.1 Information and Communication Technology
2.1.2 Information and Communication Technologies (ICTs) and Banking
2.1.3 Information and Communication Technologies (ICTs) Innovations Used in Banking
2.2 Review of Related Theoretical Literature
2.3 Effects of ICT Innovation on Banking Activities
2.4 Challenges of ICT in Banking
2.5 Review of Related Empirical Studies
2.5.1 Omotoso, A. D, Adelowo, C. M, Siyanbola, W. O. (2012) Linking Innovations With Producing in a Nigeria Banking Firm: What Roles For ICT?
2.5.2 Alawode, A. J. and Kaka E. U. (2013) Information and Communication Technology (ICT) and Banking.
2.5.3 Saranya. J, Anitha. K, and Vasantha, S. (2014): An Empirical Study on Role ICT in Banking Sector.
2.6 Theoretical Framework
Research Goals and Core Themes
This study aims to assess how customers of selected banks in Abak town perceive the impact of Information and Communication Technologies (ICTs) on the speed of service delivery and the overall efficiency of internal banking operations.
- The role of ICT in modernizing banking infrastructure and service processes.
- The relationship between technological adoption and customer satisfaction in the banking sector.
- The identification of challenges hindering the effective implementation of ICT within Nigerian banks.
- The evaluation of customer perceptions regarding the safety, usefulness, and ease of using electronic banking services.
Excerpt from the Book
INFORMATION AND COMMUNICATION TECHNOLOGIES (ICTS) INNOVATIONS USED IN BANKING
Technological innovations have been identified to contribute to the distribution channels of banks. The various ICT innovations to enhance the banking operations are as follows:
a. Automated Teller Machine (ATM): The ATM combines a computer terminal record-keeping system and cash in vault in one unit, permitting customers to enter the banks (Roztocki and Weistroffer, 2004). ATM was introduced first to function as cash dispensing machines. However, due to advancement in technology, ATM has been able to provide a wide range of services, such as making deposits, funds transfer between two or more accounts and bill payments e.g. digital satellite television (DSTV). Banks tend to utilize this electronic banking device, as all other for competitive advantage. ATM also saves the customers’ time as saved time could be invested in other productive activities.
b. Telephone Banking: Otherwise called tele-banking, telephone banking is a form of remote banking, which is essentially the delivery of branch financial services through telecommunication devices (Leow, 1999 cited in Omotoso, Dada, Adelowo and Siyanbola, 2012). Tele-banking has numerous advantages for both customers and banks. For the customers, telebanking provides increased convenience; expanded access and significant time saving. For the bank, the costs of service delivery telephone-based services are substantially reduced than those of branch-based services. It has almost all the impact on productivity of ATM, except that it lacks the productivity of cash dispensing by the ATM. As a delivery conduct that provides retails banking services even after banking hours (24 hours a day), it accesses continual productivity for the bank. It offers retail banking services to customers at their homes and offices. This saves customers’ time, and leads to higher productivity.
Summary of Chapters
1. Introduction: Outlines the background of ICT adoption in the Nigerian banking sector, stating the problem, research objectives, and the scope of the study.
2. Review of Related Literature: Examines conceptual definitions, various technological innovations in banking, theoretical perspectives, and relevant empirical studies on ICT impacts and challenges.
Keywords
Information and Communication Technologies, ICT, Banking Sector, Nigeria, Abak Town, Service Delivery, Electronic Banking, Automated Teller Machine, ATM, Internet Banking, Technological Determinism, Technology Acceptance Model, Customer Assessment, Financial Performance, Digital Innovation.
Frequently Asked Questions
What is the primary focus of this study?
The study focuses on assessing how customers in Abak town perceive the impact of Information and Communication Technologies (ICTs) on service delivery and operational efficiency within the banking sector.
What are the core thematic areas covered?
The themes include the evolution of ICT in banking, specific technological tools like ATMs and Internet banking, the impact of these tools on productivity, and the challenges faced in implementation.
What is the research goal?
The main goal is to determine the extent to which ICT has influenced banking performance, enhanced service quality, and affected customer assessment of banking services in Abak town.
Which scientific methodology is employed?
The research adopts a descriptive research design, utilizing structured questionnaires to collect data from a sample of banking customers to perform statistical and factor analysis.
What does the main body of the work address?
The main body provides a detailed review of literature covering the conceptual background of ICT, innovations like POS and Internet banking, and theoretical frameworks such as the Technology Acceptance Model (TAM).
Which keywords define this work?
Key terms include Information and Communication Technologies, Banking Sector, Service Delivery, Electronic Banking, and Customer Assessment.
How does ICT impact bank profitability according to the text?
The text notes that while ICT facilitates service delivery and reduces operational costs, research findings are mixed, with some studies suggesting a positive impact on profits and others noting potential negative pressures due to competition or implementation costs.
What is the Technological Determinism theory in this context?
It is used as a theoretical anchor to explain how communication technologies are seen as the primary drivers of societal change, shaping how individuals perceive the world and how institutions like banks operate.
Why is the Nigerian banking sector specifically examined?
It is examined because of the rapid transition from manual, time-consuming banking processes to automated systems, driven by a need to satisfy an increasingly impatient customer base in a dynamic market environment.
- Citation du texte
- Edikan Ukpong (Auteur), 2013, Information Communication Technologies (ICTs) in the banking sector in in Abak Town (Nigeria), Munich, GRIN Verlag, https://www.grin.com/document/508571
