...was to evaluate the customers’ perception of information technology usage with banking sector. Growing evidence that customer satisfaction and effective service delivery drives organizations’ economic health; this means that managers can no longer afford to ignore customers’ feedback. Rather, organization-specific examination of dimensions is vital and useful so that managers are able to assess and determine the precise level of both customer satisfaction and its influencing factors. The proposed exploratory instrument used here to measure customer satisfaction and effective service delivery with the banking sector could serve as a starting point for other studies in the professional services domain. Generally it is not known how information technology affects customer satisfaction and effective service delivery of the banking sector. This study proposes to investigate the impact of customer satisfaction and effective service delivery of the banking sector. 1.2 GENERAL INTRODUCTION As an emerged business trend, the vast applications of information technology (IT) on economic organizations are immense and immeasurable. Organizational systems and functions are now considered effortless and unproblematic because of Information Technology. Information Technology also expanded the opportunities concerning product development processes or innovations that provide organizations with cost and competitive advantages. In a much broader sense, information technology strengthens the business...
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...ABSTRACT Electronic banking is a subject receiving great attention in the banking industry and the regulation agencies. It is a driving force that is changing the landscape of the banking industry. It has blurred the boundaries between different financial institutions, enabled new financial, products and services and made existing financial services available in different packages. Some analysis argue that electronic banking is revolutionizing the banking industry, others see it as simply complementing the physical banking branches; irrespective of its own merits there are diverse challenges and problems associated with this form of banking in Nigeria. The main research instruments used are questionnaires and personal interview for staff and customers of various banks, primary and secondary method of data collection were used. The simple frequency percentage was adopted as the statistical measure and hypothesis testing was analyzed using chi-square. In conclusion, the study revealed that electronic banking despite its challenges has led to increased efficiency in banking and its service ,cost-reduction in banks, and reduction of waiting time experience in the banks. The research recommended that banks should follow the stipulated electronic banking guidelines of the central bank of Nigeria. Government should accelerate actions that will enable a good environment and the growth of the banking sector. CHAPTER ONE INTRODUCTION 1.0 BACKGROUND...
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...Analytical Study of Information Technology in Banking Sector: Opportunities, Challenges and Strategies Case study of selected banks operating in Kathmandu Valley Research Proposal Arika Kayastha Kathmandu College of Management BBIS 4th year, 1st Semester (2011 – 2015) A013408-11 To: Erika Gajurel Research Supervisor Kathmandu College of Management Gwarko, Lalitpur Contents Chapter I: Introduction 1 1.1 Background 1 1.2 Problem statement 3 1.3 Research Question 4 1.4 Research Objective 4 Chapter II: Literature review 6 Chapter III: Conceptual Framework: 8 Chapter IV: Methodology 10 4.1 Research overview 10 4.2 Data Source 10 4.3 Collection Tools 10 4.4 Data Analysis 11 References 12 Work plan 13 Chapter I: Introduction 1.1 Background The 21st century will bring about an all-embracing convergence of computing, communications, information and knowledge. The advent of high speed networks, along with the falling cost of computing power, is making applications possible that were undreamed of in the past. Voice, data, images, and video can now be transferred around the world in micro-seconds (Hassan Ghaziri, 1998). The world, today, has been characterized by technological advancements and digitization like never before. This trend has not only influenced the world of computers but also pervaded all possible facets of human life. This has radically changed the way we live, work, and think. The advances in information and communication technologies and the emergence of...
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...ignore Information Systems because they play a critical role in contemporary organisation. The application of information and communication technology concepts, techniques, policies and implementation strategies to banking services has become a subject of fundamental importance and concerns to all banks and indeed a prerequisite for local and global competitiveness. ICT directly affects how managers decide, how they plan and what products and services are offered in the banking industry. It has continued to change the way banks and their corporate relationships are organized worldwide and the variety of innovative devices available to enhance the speed and quality of service delivery. Harold and Jeff (1995) contend that financial service providers should modify their traditional operating practices to remain viable in the 1990s and beyond, they claim that the most significant shortcoming in the banking industry today is a wide spread failure on the part of senior management in banks to grasp the importance of technology and incorporate it into their strategic plans accordingly, Woherem (2000) claimed that only banks that overhaul the whole of their payment and delivery systems and apply ICT to their operations are likely to survive and prosper in the new millennium. He advices banks to re-examine their service and delivery systems in order to properly position them within the framework of the dictates of the dynamism of information and communication technology. The banking industry...
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...existing literatures on customer service in the banking industry of Ghana. This chapter takes a look at the various variables that may influence important customer service amid fierce competition from the perspective of some writers and researchers. It starts with profile of the banking industry under study through to the importance and nature of the customer practices, Customer Satisfaction, Retention and Customer Loyalty, Customer Relationship Building and its practical implications for the study. THE BANKING INDUSTRY During the past decade, the financial sector in Ghana has undergone major changes mainly through the financial sector structural adjustment programme as part of the economic recovery programme. Moreover, globalisation, mergers and acquisitions, and the emergence of new technologies have contributed dramatically to stiffer competition and pressures on profitability (Amoako 2012) Before the 1950s, the number of bank accounts in Ghana was very few and what mattered most was the personal contact between the Bank Manager and his customers. There was hardly any urgent demand for information because of the low volumes of transactions. This made it possible to satisfy customers with manually kept records. Thus the majority of banking services were performed using manual operations and personal contact with customers without much information transfer and handling of customer data. As commercial activities increased and people developed more banking awareness, the volume...
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...THE IMPACT OF INFORMATION TECHNOLOGY ON ACCOUNTING SYSTEM A CASE STUDY OF FIRST CITY MONUMENT BANK PLC MAKURDI ABSTRACT This study examines the impact of information technology on accounting system. The researcher has done this research using primary and secondary sources of data thereby adopting the questionnaire method and personal interview as a data collection technique. The statistical tool adopted in testing hypothesis was analyzed using chi-square. The major findings of this research revealed that, the positive impact of information technology outweighs the negative impact and both banks and customers benefit from it. Fraud is a major problem associated with information technology as it is on the increase by the day. The research recommended that, Government should improve the electricity supply in the country; they should support local IT firms by providing loans, and lowering tariffs with a view to encouraging them in carrying out their activities. TABLE OF CONTENTS Page Tittle page - - - - - - - - i Approval page - - - - - - - - ii Declaration - - - - - - - - iii Acknowledgement - - - - - - - iv Dedication - - - - - - - - v Abstract - - - - - - - - vi Table of contents - - - - - - - vii CHAPTER ONE INTRODUCTION 1.1 Background to the study - - - - - 1 1.2 Statement of the Problem. - - - - 2 1.3 Objectives of the study. - - -...
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...THE IMPACT OF INFORMATION TECHNOLOGY ON BANK PERFORMANCE IN NIGERIA: A CASE STUDY OF FIRST BANK NIG PLC. TABLE OF CONTENT Title page i Approval page ii Declaration iii Dedication iv Acknowledgement v Table of content vii Abstract ix CHAPTER ONE: INTRODUCTION 1.1 BACKGROUND TO THE STUDY 1.2 STATEMENT OF PROBLEM 1.3 OBJECTIVES OF THE STUDY 1.4 RESEARCH QUESTIONS 1.5 RESEARCH HYPOTHESES 1.6 SIGNIFICANCE OF THE STUDY 1.7 SCOPE OF THE STUDY 1.8 STRUCTURE OF THE STUDY 1.9 OPERATIONAL DEFINATION OF TERMS CHAPTER TWO: LITERATURE REVIEW 2.1 INTRODUCTION 2.2 INFORMATION TECHNOLOGHY CONCEPTS 2.3 DEVELOPMENT OF INFORMATION TECHNOLOGYIN BANKING INDUSTRY 2.4 EVOLUTION OF INFORMATION TECHNOLOGY 2.5 COMPUTER TECHNOLOGY IN BANKING INDUSTRY 2.6 GLOBALIZATION, INFORMATION TECHNOLOGY AND NIGERIAN COMERCIAL BANKS 2.7 BENEFIT OF APPLYING...
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...Hawassa University College of Business and Economics School of Management and Accounting Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch) By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management June 2013 Hawassa, Ethiopia 1 Hawassa University College of Business and Economics School of Management and Accounting Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch) By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management Advisor: Dr. Birihanu Borji (PhD) Associate professor in Marketing Mgt Co advisor: Seid Mohamed (Ato) June, 2013 2 Hawassa University School of Graduate Studies Project Title: Assessing the impact of core banking and service quality in CBE (case of Bishoftu branch) By: Endalkachew Abebe College of Business and Economics School of Management and Accounting Postgraduate Program Approved by: ___________________________________ _____________________ Advisor Signature ____________________________________ Co-advisor __________________ Signature ___________________________________ ___________________ Examiner Signature ___________________________________ ...
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...with its, 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. Tanzania 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 Tanzania today. (Stevens 2002). Assert that they have over the time, been using electronic and telecommunication networks for delivering a wide range of value added products and services, managers in Banking industry in Tanzania cannot ignore Information Systems because they play a critical impact in current Banking system, they point out that the entire cash flow of most fortune Banks are linked to Information System. The application of information and communication technology concepts, techniques, policies and implementation strategies to banking services has become a subject of fundamental importance and concerns to all Banks and indeed a prerequisite for local...
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...INTERNATIONAL REVIEW Mathew et al. (2005) analyzed the use of banking technology in United Kingdom by ranking of importance of selected technology on consumer perception of service delivery performance and found that the importance-performance grid demonstrates two factors and their underlying attributes that fall into the “Keep up the good work” quadrant and the other two factors fall into the “Low priority” quadrant. The first two were the areas the organization needs to allocate resources in order to maintain the level of service they provided...
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...IMPLEMENTATION OF CUSTOMER RELATIONS MANAGEMENT AT ANZ BANK Table of Contents 1.0 Introduction 3 2.0 Company Background 3 3.0 SWOT Analysis 4 4.0 CRM Project Objectives 4 5.0 Selected CRM Suite and Analytical Capabilities 5 6.0 Infrastructure Requirements 10 7.0 Training 11 8.0 Timeline 12 9.0 Budget 14 10.0 Conclusion 14 References 15 Implementation of Customer Relations Management at ANZ Bank Introduction Customer Relations Management (CRM) is the integration of people, processes, and technology to maximise relationships with its customers (Goldenberg, 2003, p.7). It involves a comprehensive approach that provides seamless coordination between all customer-facing functions through technology, which is used to organize, automate, and synchronize sales, marketing, customer service and technical support. The main aim of the CRM initiative is to facilitate the use of technology and human resources to gain valuable insights into the behaviour and value of its customers (Onut et al., 2002, p.3). This is particularly very instrumental in the banking sector (Yao & Khong, 2012, p.151). CRM programs are associated with improved financial performance, customer loyalty and satisfaction. Company Background The Australian and New Zealand Banking Group (ANZ bank) is the third largest bank in Australia and the largest bank in New Zealand in terms of market capitalization. Australian operations...
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...1.2 COMPANY PROFILE Infosys Technology Limited (NASDAQ: INFY) was started in 1981 by seven people with US$ 250. Today, there are global leaders in the "next generation" of IT and consulting with revenues of US$ 6.35 billion (LTM Q1-FY12). Infosys defines designs and delivers technology-enabled business solutions for Global 2000 companies. Infosys also provides a complete range of services by leveraging domains and business expertise and strategic alliances with leading technology providers. The offerings span business and technology consulting, application services, systems integration, product engineering, custom software development, maintenance, re-engineering, independent testing and validation services, IT infrastructure services and business process outsourcing. Infosys pioneered the Global Delivery Model (GDM), which emerged as a disruptive force in the industry leading to the rise of offshore outsourcing. The GDM is based on the principle of taking work to the location where the best talent is available, where it makes the best economic sense, with the least amount of acceptable risk. Infosys has a global footprint with 65 offices and 63 development centers in US, India, China, Australia, Japan, Middle East, UK, Germany, France, Switzerland, Netherlands, Poland, Canada and many other countries. Infosys and its subsidiaries have 133,560 employees as on June 30, 2011. Infosys takes pride in building strategic long-term client relationships. 99% of our revenues come...
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...Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. HDFC Bank is one of the Big Four banks of India, along with: State Bank of India, ICICI Bank and Punjab National Bank. Mission statement: HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People. PRODUCT VERTICALS HDFC Bank offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers. The bank has three key business segments: 1. Wholesale Banking Services The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian...
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...forced banks to deliver all-time services to its customers. The IT revolution in the banking industry has made the banks more responsive to the customers’ needs. IT revolution in the banking sector has had a significant impact on the performance of the banks and also in customer service delivery. Globalization has helped to connect all the nations all the nations together without leaving them isolated. IT has benefitted all the sectors, including the financial sector, especially banking industry. Increasing competition has affected the banking environment too. Banks have to face a tough competition with other banking industry participants and competitors...
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...Advancement, Vol. 1, No. 4, 2008 111 2 3 4 5 6 7 8 9 1011 1 2 3 4 5 6 7 8 9 2011 1 2 3 4 5 6 7 8 9 30 1 2 3 4 5 6 7 8 9 40 1 2 3 4 5 6 711 8 327 Motivators and critical factors in mobile banking communications: the case of Kuwait Alkis Thrassou* Marketing Department, School of Business, University of Nicosia, Cyprus, 46 Makedonitissas Avenue, P.O. Box 24005, 1703 Nicosia, Cyprus Email: thrassou.a@unic.ac.cy *Corresponding author Lijo Raju Philip 13A, Tzarevo Selo Street, Floor 2, ap.4, Krasno Selo, Sofia, Bulgaria Email: lijophilip@gmail.com Abstract: With the effort in gaining competitive advantage shifting towards non-price factors, new forms of communications and distribution channels are invaluable outlets for financial institutions, since they provide the opportunity for cutting costs without diminishing existing service levels. As customers are demanding greater convenience and accessibility, many banks are eyeing cost-effective alternative service delivery systems. Mobile banking, a relatively new phenomenon, helps customers to interact with a bank via a mobile device and makes banking virtually anywhere on a real-time basis a reality. The aim of this research is to investigate the mobile banking competitive environment of Kuwait, to identify the motivators underlying mobile banking adoption by banks, and to isolate the corresponding critical factors of success. The findings are finally integrated into a comprehensive ‘motivators and critical factors’ model. The methodology used...
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