Assessment of Information and Communication Technology Management on Customer Service Delivery in Nigeria Banking Industry
Ojo Oyewale Julius & Kolawole Babalola Olanrewaju
Department of Project Management Technology
The Federal University of Technology, Akure, Ondo State, Nigeria
Email: ojojo@futa.edu.ng
ABSTRACT
Assessment of Information communication Technology Management (ICTM) on customer service delivery in Nigeria banking industry was studied in Ondo State, Nigeria. This was with a view to identifying the benefits of using ICT and the challenges facing the use of ICT in banking industry. Also, to examining how ICT has enhanced efficiency in customer service delivery in the industry. The study covered four banks in Nigeria. The research instrument used was questionnaire. It elicited information on the objectives of the study. The data collected was analysed using descriptive and inferential statistics. The results indicated among others that ICT enhances the speed of service delivery (3.62), reduces paper work (3.62), unreliable network (3.62), connectivity (3.62), high cost of installation and maintenance (3.40) and cybercrime challenges (3.37) were above average, while products/ service quality improvement (0.011) was significant. The study recommended that Nigeria banking industry should provide adequate security of transactions back-up for critical data files. Also, government should provide adequate regulatory framework for consumer protection and security of transaction.
Keywords: Information Communication Technology, Technology management, Banking industry, Service delivery and Assessment.
