USING MANAGEMENT INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF INTER-CONTINENT BANK)

ABSTRACT

This research work was aimed at determining the extent to which the use of management information system will improve customer services in inter-continental bank with much emphasis on the impact of computerization of its operations. A structured questionnaire made up of a little combination of dictatorship and open ended questions was developed and distributed to a total number of 97 employees comprising of both make and female employees of inter-continental bank 5 Okpara Avenue, Enugu.The data collected were analysed using percentages. Based on the above major findings include: Time wasted in bank is constituted by various things such as, too many customers, and breakdown in the system etc.  That employing computer services will reduce time wasting.  That the activities of fraudsters as been the major set back of the use of management information system.  That there are benefits associated with the use of management information system.That the bank would be able to keep and maintain records of various accounts and customers records as well as management and staff efficiency. Based on these findings, the following recommendations are made:-To computer favourably, there should be a means by which new methods of operation is adopted. There should be proper planning before introducing a computerization system. Staff should be trained properly Customers satisfaction should be the top most priority of the bank.

CHAPTER ONE

INTRODUCTION

1.1   BACKGROUND TO THE STUDY

Management Information System (MIS) is a planned computer based system designed to provide management with a continual flow of information relevant to it’s specific decision areas. It is a continuing interacting structure of people, equipments and procedures to gather, sort, analysis, evaluate and distribute pertinent, timely and accurate information for use by management decision makers to improve their management planning implementation and control.  It is based on this planned computer based system that managers in the banking industry tend to improve the services they rendered to their customers. The world as a whole has become one global village as a result of information technology and in a bid to adapt to the constant changes with the improvement in science and technology, the banking industry have seen the need to also change their mode of operation in order to keep abreast with the current practice and to effectively face the constant challenges experienced in business.

These  changes and challenges goes along with the dynamic nature of the business environment, which is the key determinant factor of the success and failure of any business.  In the light of this dynamic nature of business, customers have a lot of expectation from banks in the way they render their services.  This growing expectation prompt the banking industry into the use of management information system to smoothen their performance and the improvement of services rendered to customers. Today, there are lots of challenges in the banking industry characterized by constant changes in customers needs as well as competition. Different banks strive towards achieving or being the major controller of customer’s patronage in the entire industry. Thus, in a bid to compete favourably and effectively, some banks has to adopt new methods of operation currently practical all over the world. Within the wider world, mankind has found himself entrapped in what is regarded as computer age which is the use of computer in diverse area of human endeavour.  Due to computer network, on-line information, electronic banking and fund transfer services, it is easy for one to transact bank business including cashing of money.