IMPACT OF INFORMATION COMMUNICATION TECHNOLOGY (ICT)DEPLOYMENTS ON DEPOSIT MONEY BANKS PERFORMANCE – A STUDY OF FIRST BANK PLC, NIGERIA (2012 – 2017)

Chapter one

Introduction

1.1 Background to the Study                                         

In the 1990s when Information and Communication Technology(ICT)was not in existence, banks experienced many hardships and restrictions. Customers had to visit their various branch banks to withdraw money. There were no computers, internet etc., rather information and activities were handled manually and this made banking work cumbersome.There were long queues at the banks on some days when the bank staff could not handle the workload. There was no cashless economy.People carried cash around with them and so on. But now the use ICT in banks changed all these things and also improved banks performance in the whole world.

In this 21^st century, information communication technology has vastly developed and has led to development in the whole world. Banks have always been at the forefront of controlling and making use of technology to improve their performance and services to their customers. Today banks operate in a complicated and competitive environment due to the nature of our highly unpredictable economy. The use of ICT in banks brought competition, flexibility, efficiency etc. to the banking industry and has also played a very important role in improving service delivery standards in the banking industry. For example, the use of Automated Teller Machine (ATM) now allows customers to carry out their various banking transactions beyond banking hours. It allows customers to withdraw money without going inside the bank.

The use of mobile banking allows the customer to do any transaction and check their balances without stress. This has created a cashless economy where there is no need for carrying cash around; transactions are done through the internet. The use of computers and internets made bank works faster and easier. We also have point of sales, smartcards, etc. The use of ICT has helped the banking industry in improving their performance. With ICT,customers and employees have access to information in a way that is controlled and safe. ICT infrastructure evolved to become a critical factor driving productivity and growth in global economies with varying implications among developed and developing nations (Steinumueller, 2001). It is important for developing nations not to isolate themselves from the changes occurring due to the development in the ICT globally (Gholami et al, 2004). This is partially because ICT is transforming the global economy and creating new network that crosses cultures as well as minimizes distances. However, it is important to note that increased investments in ICT without the involvement of other socioeconomic factors may not improve growth in developing nations (Mbaerikaetal, 2003)Researches by Grigorian, et al., (2002); Nzotta and Okereke, (2009); Thiel, (2001) has shown that globalizationhas caused intense competition in the banking industry, worldwide. The world is seen as a global village which turned the markets and economies in like manner. The phenomenon called globalizationhas significantly intensified competition in three particular aspects in the way competition had evolved giving it a new dimension;(i) Banks facespressures from a wide and diverse range of competitors; (ii) the regulatory environment has become less protective of the banking sector and (iii) competition has become global in nature (Abdulsalam, 2006). The universal banking systemwas introduced in Nigeria in the early 1990s and rest of the worldas an offshootof globalization. Under this new system, banks were no longer specializedin either merchant banking or commercial banking; rather they are allowed to provide banking and other financial services to their customers under the new universal banking license. Bankscould therefore provide commercial banking, stock broking, insurance business, and asset and trustee management services under the new banking regulation. It also prompted a rapid and significant branch office expansion programwith its attendant significant increases in the volume of customers’transactions in banking industry for survival and profitability (Johnson, 2005). The increased demand for information and communication technology (ICT) in banking sector became imminent and unavoidable in the world at large and Nigeria in particular. Invariably, the future liesin the ICT driven banking systems and services. Banks have embarked on deployment of ICT based banking products and services such as automated teller machine (ATM), internet banking, mobile banking solutions, point of sale terminals, computerized financial accounting and reporting, human resources solution among others (Ovia, 2005).Linked to this, was the banking license liberalization of the early 1990s in Nigeria. The landmark period witnessed the birth of the new generation banks(i.e. GT Bank, Zenith Bank, etc.) that commenced operations with the state-of-the-art technology, which exposed the sluggishness and inefficiency of the older banks (i.e. the three Giants; First Bank, UBA and Union Bank). Some researchers had shown that the then “re-engineering” fever,compelled the old generation banks to change. It was further stated that the trend actually took selected commercial banks some timeto follow suit because the issues were much more than designing algorithms and chewing seminal computing papers from first class journals. Based on the above, this study is focused on investigating the impact of ICT deployments on banks performance.In measuring performance of a bank, there are financial performance and non financial performance. For this study the researcher measured one financial performance which is return on asset (ROA) and one non financial performance which is the Bank deposits; which is the mirror of how the bank is accepted by the public.

1.2 Statement of the Problem

Times have changed, and so it is with every facet of life including banking. One can now transact business across the globe through the use of Information Communication Technology (ICT). There are now electronic markets, electronic banking, electronic library, etc. Modern Banks now realized that only those that overhaul their payment service delivery and operations are likely to survive and prosper in this 21^st century.

The evolution of ICT dates back to 1986 when the banking sector in Nigeria was deregulated. The result of this deregulation brought far-reaching transformation through computerization and improved bank service delivery. The 21^st century will bring about an all embracing convergence of computing, communications, information and knowledge. Information Communication Technology has given banks a potential they could only dream about and have given bank customers high expectations. Many commercial Banks today are still struggling with effective use of internet which limits the services to their customers.Today’s business environment is very dynamic and undergoes rapid changes due to technological innovation, increased awareness and increased demands from customers. The banking industry of the twenty first century operates in a complex and competitive environment characterized by these changing conditions and highly volatile economic climate, and information and communication technology (ICT) is at the center of this global change curve (Agboola, 2006). Hence the banks that will survive and complete effectively in today’s business environment must necessarily integrate ICT into its operational processes. This study therefore intends to evaluate the impact of ICT on banks performance.

1.3 Objectives of the Study

The purpose of this study is to determine the impact of Information Communication Technology deployments on banks performance.

Specifically, the study intends to find out:

1. To evaluate the impact of  Information Communication Technology  deployments on banks return on asset (ROA)
2. To evaluate the impact of Information Communication Technology deployments on banks deposit.