...80 Int. J Latest Trends Fin. Eco. Sc. Vol-2 No. 1 March 2012 The Impact of Information and Communication Technology on Banks‟ Performance and Customer Service Delivery in the Banking Industry Alhaji Abubakar Aliyu, Rosmaini Bin HJ Tasmin Department of Technology Management Faculty of Technology Management, Business and Entrepreneurships Universiti Tun Hussein Onn Malaysia, 86400, Parit Raja, Batu Pahat, Darul Ta’zim, Johor, Malaysia hp090012@siswa.uthm.edu.my rosmaini@uthm.edu.my Abstract - Information and communication technology (ICT) has become the heart of banking sector, while banking industry is the heart of every robust economy. If it collapses so will the economy. This is absolutely evident from current recession in European banks crises, and in turn. The effect of globalization, competition and innovation in the banking industry by its providers to offer their services makes essential the understanding of how various aspects of consumer behaviour affect the innovation and respond to customer service delivery. Within this context this paper has considered a critical literature review of previous researchers with the objective to examine the impact of Information and Communication Technology on banks performance and customer service delivery. This paper also makes of a critical review of peer reviewed, scholarly and organizational literature regarding the impact of ICT on banks’ performance to examine if banks have successfully achieved effective customer’s service...
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... Mr. Shubhankar Shil Assistant Professor School of Business Administration University of Liberal Arts Bangladesh Course Teacher Insurance and Leasing Prepared by: Muntasir Rashid Khan Student ID. 1268 BBA Program (1st Batch) Department of Finance & Banking JahangirnagarUniversity Savar, Dhaka-1342 March 08, 2012 Letter of Transmittal March 08, 2012 Mr. Shubhankar Shil Assistant Professor School of Business Administration University of Liberal Arts Bangladesh Subject: Submission of Term Paper Dear Sir: I have great pleasure to submit my required term paper on E-banking in Bangladesh: An exploratory study on how the banks are adopting with e-banking. I have provided my best effort to conduct this report. Now I am presenting my report for kind assessment and hope that it will fulfill your satisfaction. Any kind of suggestion or recommendation from your side will be highly appreciated. Thank you. Sincerely yours, |..................... | | | |Muntasir Rashid Khan | |Student ID. 1268 | BBA Program (1st Batch) Department of Finance & Banking Jahangirnagar University Acknowledgement I would like to express my gratitude to all those who gave us the possibility to complete this term-paper. I want to thank Mr. Shubhankar Shil sir for giving me permission to commence...
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