ABSTRACT
This research work is to show the impact of computerization on
product creation and service delivery in Nigeria banks. However, the
project work was designed to examine the impact of computerized banking
operation that is how banks operate effectively with the use of computer
system. The method of gathering information was through the sue of
questionnaire, data collection through primary and secondary data from
the data collected, it was review that information was from many source,
examples are staff and manager of the bank, customers according to
their period of patronage, textbooks relating to the topic and some
relevant printout relating to the case study of the topic hypothesis
testing were analyzed and also the usage of percentage. This topic was
choosen to enlighten people’s knowledge on how technology has helped
bank to perform effectively in there course of operation. From various
findings, it was discovered that banks can transact business while
sitting in a place to different countries through the introduction of
computer. The main objective of the project topic is to test the
effective services render by banks to customers through the introduction
or impact of computers to the customers. This study is therefore useful
to student who intends, to have the same knowledge in order to improve
their knowledge on the impact of computers in product creation and
service delivery in Nigeria banks.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Today’s business environment is very dynamic and undergoes rapid
changes as a result of technological innovation, increased awareness and
demands from customers.
The application of information and communication
technological concepts, techniques, policies and implementation
strategies of banking services has become a subject of fundamental
importance and concerns to all banks and indeed a prerequisite for local
and global competitiveness. Information and communication technology
(ICT) directly affects how product 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. Some banking services
have been revolutionized through the use of ICT as including account
opening, customers account mandate and transaction processing and
recording.
This study also help to facilitate that bank now offers
customers the flexibility of operating an account in any branch
irrespective of which branch the account is domiciled through the help
of technology and how bank make product available to their customers
through effective service delivery.
1.2 STATEMENT OF THE PROBEM
The major problems faced by banks in trying to improve
their services towards satisfying their customers despite improvement in
technology are highlighted below and the possible question would have
to be sanswered as the statement of research.
1. Why do we still find congestion in banks counters?
2. Why do customers complain about poor services render by banks despite computer operation?
3. Why do customers move from one bank to another?
4. Why is lack of confidence by customer during rational crisis?
5. Why is it that, there is no improvement in services despite computerization?
1.3 JUSTIFICATION OF THE STUDY
This study will afford the management in the banking sector the
opportunity of knowing the course of actions to take in improving their
services towards satisfying their customers and importance of
computerization operations.
The study will discuss the importance of computerization to
main-street Bank limited by using secondary data to tackle some of the
highlighted problems, also it would be useful in background knowledge of
students and those who require research information on the subject
matters.
1.4 OBJECTIVES OF THE STUDY
The main objectives of the study are:
1. To highlight the benefit and problems encountered by banks.
2. To find out why customers still experience difficulties while transact with their banks
3. To analyze how banking industry can be fully geared to operations through the impact of computerization.
4. To introduce to us the importance of computerization and how it can be effectively plan in banking activities.
5. And lastly, to examined the area of banking audit and benefit with its control in banking industry.
1.5 STATEMENT OF HYPOTHESIS
Towards the achievement of the above objective the following hypothesis are formulated.
HYPOTHESIS I
Ho: Computerization does not have any impact on product creation.
Hi: Computerization has impact on product creation.
HYPOTHESIS II
Ho: There is no relationship between computerization and service delivery.
Hi: there is relationship between computerization and service delivery.
HYPOTHESIS III
Ho: Product creation has no significant impact on service delivery.
Hi: Product creation has significant impact on service delivery.
1.6 SCOPE OF THE STUDY
This study is to affirm that the impact of computers
improve service delivery of a bank. The study will be limited to the
case study; Main- Street Bank Limited (Osogbo) which is expected to be a
good represented for all.
For the purpose of the study, necessary data will be
collected mainly from customers, staff and top management of the bank.
The study is limited to these sources of information
because of the unavailability of sufficient resources and time which
would have made the research to come with a more comprehensive result.
1.7 ORGNIZATION OF THE STUDY
This project work consists of five chapters in which, chapter one is
introduction which consist of background of the impact of
computerization on product creation and service delivery in banks
computerization on product creation and service delivery in banks of
Nigeria Statement of the problem, justification of the study, Objectives
of the study, research hypothesis, Scope of the study and limitation of
the study
Chapter two is literature review which consists of
introduction review of related literature, operational scope of the
bank, measurement of the bank performance, impact of product creation
and service delivery on banks, the factors affecting service delivery of
banks and problems of bank operation on computerization.
Chapter three is methodology which consists of sources of
data, research question and hypothesis research design, study
population, sampling design and procedure, dat
a collection, instrument administration of instrument and procedure of data analysis
Chapter four is presented and interpretation of data
which consist of presentation analysis of data according to hypothesis
and general discussion and chapter five is summary, recommendation,
conclusion and suggestion of the further studies on product creation and
service delivery in Nigeria banks.
1.8 LIMITATION OF THE STUDY
There are numbers of factors that militate against the researcher
carrying out its duty effectively and efficiently some of these are;
Time constraint: - since research can not end, no matter is the time it may be given in carrying out research.
Operative attitude of some official visited: - To
obtain information from some of the bank is not an easy task, especially
material which banks tagged “SECRECY” or some no go area covered not to
be obtained. Also bank officials were not cooperating, thinking the
researchers are SSS/CID which serves as a watchdog.
The school management policy: - Since it is a known
fact that two things cannot be done at a time, the school management
should schedule the examination period to that of project work
differently in order to have effective discharge of duty by researcher.
Financial problems: - One of the major problems
faced by the researcher is inadequate finance which was contribute by
the researcher who are student and solely dependant.
Inadequate source of data collection:
the library source served little or no purpose of the study because
there are no textbooks and other related material on the topic. This
creates additional burden and expenses to us for looking elsewhere for
current information on internet and relevant textbook on the study.