Abstract:
The study focused on the assessment of information communication technology on customer
service delivery in Nigeria banking industry. The study identified the benefits of using
information and communication technology (ICT) in the banking industry, examined how
ICT has enhanced efficiency in customer service delivery in the banking industry,
investigated the types of ICT used in banking industry and identified the challenges on the use
of ICT in the banking industry. Questionnaire was designed to elicit necessary information on
the objectives of the study from 120 employees of some selected banks in Ondo State, Nigeria
being the study area adopted for the study. The data collected were analyzed using descriptive
and inferential statistics. The study revealed that the major benefits of ICT in banking sector
are; to enhance the speed of service delivery with mean score (4.62), to reduce paper work in
bank with mean score (4.62) and to improve the bank performance with mean score (4.60). It
was also revealed that the adoption of ICT has brought efficiency in all banks operations. It
was further revealed that ICT being adopted by banks are; Automated Teller Machines
(ATMs) withdrawal, Electronic Fund Transfer (EFT), internet banking, and mobile banking.
The results also showed that the major challenges faced in the implementation of ICT are;
unreliable network connectivity with mean score (4.67), poor or lack of technological
infrastructure with mean score (4.48), and security reasons due to cybercriminal with mean
score (4.37). Also, all the tested null hypotheses were rejected while all the alternate
hypotheses were accepted. The calculated t-test value was significantly higher than the test
value 1 at 5% level, it shows that adoption of ICT has improved customer service delivery in
the banking industry. The study concluded that, more attention should be directed towards the
use of Information and communication technology in banking operations and banks should
procure quality ICT gadgets that would enhance efficiency, ensure quality service delivery
and productivity in banking industry.
