ASSESSMENT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMER SERVICE DELIVERY IN NIGERIA BANKING INDUSTRY

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.