ASSESSMENT OF THE CONTRIBUTIONS OF INFORMATION & COMMUNICATION TECHNOLOGY ON BANKING PERFORMANCE A STUDY OF ZENITH BANK PLC

TABLE OF CONTENTS

Title Page                                                                                                    i

Declaration                                                                                                 ii

Approval Page                                                                                           iii

Dedication                                                                                                  iv

Acknowledgements                                                                                     v

CHAPTER ONE: INTRODUCTION

1. Background to the Study                                                                            1
   1. Statement of Problem                                                                       3
   1. Objectives of the Study                                                                     4
   1. Research Questions                                                                           5
   1. Research Hypotheses                                                                        5
   1. Significance of the Study                                                                            6
   1. Scope of the Study                                                                                     7
   1. Limitations of the Study                                                                             7
   1. Profile of Zenith Bank                                                                       8

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.0     Conceptual Reviews                                                                         11

2.1.1  Concept of ICT in Banking (E-Banking)                                           11

2.1.2  Adoption and State of E-Banking in Nigeria                                              13

2.1.3  E-Banking vis-avis Traditional Banking in Nigeria                                    14

2.1.4  Electronic Banking Services                                                              15

2.1.5  Importance of ICT in Banking Operations                                       16

2.2     Empirical Reviews-ICT and Banking Sector Performance                         22

CHAPTER THREE: RESEARCH METHODOLOGY

3.1     Research Design                                                                                24

3.2     Sources of Data                                                                                25

3.2.1  Primary Sources of Data                                                                            25

3.2.2  Secondary Sources of Data                                                               25

3.3     Population of the Study                                                                    25

3.4     Determination of Sample Size                                                           26

3.4.2  Sample Size for Bank Customers                                                     27

3.5     Sampling Technique                                                                         29

3.6     Instrument for Data Collection                                                                   30

3.7     Questionnaire Allocation and Administration                                  30

3.8     Testing the Reliability and Validity of Data Collection

          Instrument                                                                                        31

3.8     Method of Data Treatment and Analysis                                          31

CHAPTER FOUR: PRESENTATION AND ANALYSIS OF DATA

4.1     Return of Questionnaire                                                                    32

4.2     Presentation and Analysis of Data                                                    32

4.3     Testing the Hypothesis                                                                     42

CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND                                                 RECOMMENDATIONS

5.1     Summary of Findings                                                                       49

5.2     Conclusion                                                                                        50

5.3     Recommendations                                                                                      50

References                                                                                                  52

Appendix                                                                                                            55

ABSTRACT

This study evaluated the contribution of information, communication and technology (ICT) on banking performance. My main objective of the study is to ascertain whether the adoption of ICT in Zenith Bank has led to increase in the profitability of the Bank and to determine whether the adoption of ICT in Zenith Bank has led to improved customer services. I adopted Expo-factor Research design. Data was generated from responses from various respondents which were distributed among respondents. It tried to determine whether the adoption of ICT in Zenith Banks had led to improved customers services. In pursuance of this, the chi-square mode was used. The method of data collection includes the primary and secondary data.My findings is that the adoption of ICT in Zenith Bank operations is positive and significant and that ICT application has positively and significantly improved the profits of Zenith Bank Plc. The Recommendations is that as the customer of organizational being, managers must ensure that they identify the need of customer and develop appropriate product/services to meet such needs. This is so because this study has shown that there is a strong relationship between the level of ICT and customer satisfaction. That is, if perceived quality of ICT is high and efficient in delivering high quality service, customers are bound to be satisfied, have a positive word-of-mouth about the organization, make more referrals, which may culminate to more profit for the bank and Evidently, ICT is at the core of customer satisfaction in the industry. That is to say, Bank customers are satisfied only when the services offered are effective and high through ICT deployment and utilization. The implication is that various banks transactions are conducted faster and more conveniently, customers services are upgraded, are made available worldwide.