E-BANKING AS A CATALYST TO CUSTOMER SERVICE DELIVERY

Abstract

The adoption of Information and Communication Technology in banking sector is generally referred to as electronic banking (E-banking) and application of its concepts, techniques, policies, and implementation strategies to banking services has become a subject of fundamental importance and concerns to all banks and indeed a pre-requisite for local and global competitiveness because, it directly affects the management decisions, plan and products and services to be offered by banks. Due to emergence of global economy; electronic banking has increasingly become an inevitable tool of banking business strategy and a strong catalyst for economic developmen

TABLE OF CONTENT

Title page

Approval page

Dedication

Acknowledgment

Abstract

Table of content

CHAPETR ONE

1.0   INTRODUCTION 

1.1        Background of the study

1.2        Statement of problem

1.3        Objective of the study

1.4        Research Hypotheses

1.5        Significance of the study

1.6        Scope and limitation of the study

1.7       Definition of terms

1.8       Organization of the study

CHAPETR TWO

2.0   LITERATURE REVIEW

CHAPETR THREE

3.0        Research methodology

3.1    sources of data collection

3.3        Population of the study

3.4        Sampling and sampling distribution

3.5        Validation of research instrument

3.6        Method of data analysis

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS AND INTERPRETATION

4.1 Introductions

4.2 Data analysis

CHAPTER FIVE

5.1 Introduction

5.2 Summary

5.3 Conclusion

5.4 Recommendation

Appendix

CHAPTER ONE

INTRODUCTION

• Background of the study

Before the emergence of modern banking system, banking operation was manually done which lead to a slowdown in settlement of transactions. This manual system involves posting transactions from one ledger to another which human handles. Figures or counting of money which should be done through computers or electronic machine were computed and counted manually which were not 100% accurate thereby resulting to human errors. Most bank then use only one computer in carrying out transactions which ameliorate the sluggish nature of banking transaction. Nigeria do not embrace electronic banking early compared to developed countries. Nigeria adopted electronic banking system in the early 2000s. During the introduction of electronic banking system, the use of raw cash was said to have bred corruption through the “cash and carry syndrome” usually linked with the swift movement of Ghana-must go” bags by some politicians. Such bags as some analyst say, are a major source of corrupt practices as dubious persons seeks to bribe their way to avoid been checked in some sensitive areas or places in a corrupt society. Since electronic banking started in all Nigeria banks, it has been a woe for civil servants; checks show that some staff in establishments such as the national boundary commission for instance, are yet to receive their salaries for the previous months as efforts to electrically transfer salaries into their account have failed according to Ibrahim, D. (2009). “One bank will tell you it has transferred your salaries but the supposed recipient bank will tell you it has not received anything leaving you even more confused”, says John, I. (2009). Olekah, J. (2009) while acknowledging the initial hiccups that dogged the system, advises stakeholders against being discouraged as such “teething problems” are normal. James, A. (2009) a banker reported to vanguard annual report that “we should not destroy electronic-banking by looking at the negative aspects, we must strive towards perfecting it”. James, A. (2009) [20] also says that the volume of data generated by the Government ministry Agencies is much making it a bit difficult for banks to cope, Mathew S. (2009) a worker says in his report to vanguard annual report on banks and cards that government should have done its homework “very well” before introducing the system, “they plugged us into a system they were not prepared for and the result is untold hardship visited on innocent people”. At this juncture, is good to know what e-banking is all about. According to Anyawaokoro, M. (1999). Electronic banking is defined as the application of computer technology to banking especially the payment (deposit transfer) aspects of banking. He also defined electronic banking as a system of banking with an electronic communication network which permits online processing of the same day credit and debit transfers of funds between member institutions of a clearing system. According to Clive, W. (2007) [12] in his Academic dictionary of banking, electronic banking is defined as a form of banking in which funds are transferred through an exchange of electronic signals between financial institutions, rather than an exchange of cash, cheques or other negotiable instruments. According to Omotayo, G. (2007) [23] defines electronic banking as a system in which funds are moved between different accounts using computerized on line/real time systems without the use of written cheques. According to Edet, O. (2008) [13] in international Journal of investment and finance, electronic banking is defined as a system by which transactions are settled electronically with the use of electronic gadgets such as ATMs, POS terminals, GSM phones, and V-cards e.t.c. handled by e-holders, bank customers, and stake holders. The adoption of. Information and Communication Technology in banking sector is generally referred to as electronic banking (E-banking) and application of its concepts, techniques, policies, and implementation strategies to banking services has become a subject of fundamental importance and concerns to all banks and indeed a pre-requisite for local and global competitiveness because, it directly affects the management decisions, plan and products and services to be offered by banks. It has continued to change the way banks and the corporate relationships are organized worldwide and the variety of innovation of service delivery. Imiefoh (2012) [19] asserts that electronic banking (e-banking) is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution. That is, automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. Thus, the following terms refer to one form or another of electronic banking: personal computer (PC) banking; internet banking; virtual banking; online banking; home banking; remote e-banking and phone banking. Personal Computer (PC) banking and Internet or Online banking are the most frequently used designations. It should be noted, however, that the terms used to describe the various types of electronic banking are often used interchangeably. Woherem (2000) claims that only banks that overhaul the whole of their payment and delivery systems and apply Information and Telecommunication Technology to their operations are likely to survive and prosper in the new millennium. He advises that banks should re-examine their service and delivery systems in order to properly position themselves within the framework of Information and Communication Technology. Information and Communication Technology has provided self-service facilities (automated customer service machine) from where prospective customers can complete their account opening direct online. It assists customers to validate their account numbers and receive instruction on when and how to receive their cheque books, credit and debit cards.

• STATEMENT OF THE PROBLEM

The banking industry globally and in Nigeria has leaned strongly on the use of ICTs as they have evolved. The application of ICTs to banking services has become a subject of fundamental importance and concerns to banks within the country and indeed the gold standard for local and global competitiveness. As Agboola (2007) notes, ICTs directly affect managers’ decisions, strategic plans and product and service development within banks. Thus, ICTs have continued to change and shape the way banks and their corporate relationships are forged worldwide and the variety of innovative devices available to enhance the speed and quality of service delivery. Lukas & Frank (2012) share this view as they assert that ICTs, beyond use in banks, have become one of the recent touchstones for rating a modern business enterprise. They further argue that banks, in particular, adopt ICTs to improve the efficiency and effectiveness of services they provide to customers, upgrade business processes, as well as enhance managerial decisions and workgroup collaborations. This helps strengthen banks’ competitive positions in rapidly changing/emerging economies like Nigeria. Thus the use of ICTs has increased banks’ interface with their customers by providing multi-channel platforms and enhancing the integration among their branches, financial advisors, the internet, telephone banking, mobile banking and automated teller machines. The advent of open network architectures and a sharp reduction in ICT costs have eased the increasing computerised transactions between banks and their clients (Castelli, 2004; OECD, 2001). It si on this premise that the researcher intend to investigate the efficacy of e-banking as a catalyst to customer service delivery

• OBJECTIVE OF THE STUDY

The main objective of the study is to examine e-banking as a catalyst to customer service delivery;

Specific objectives are;

1. To examine the effectiveness of e-banking as a means of attaining customers loyalty
2. To examine the relationship between e-banking and adequate service delivery

• To examine the impact of e-banking in marketing of banking services

1. To examine the role of e-banking in ensuring customers loyalty among deposit money banks;
   • RESEARCH HYPOTHESES

The following research hypotheses were formulated by the researcher to ensure the successful completion of the study;

H₀: there is no significant relationship between e-banking and adequate service delivery.

H₁: there is a significant relationship between e-banking and adequate service delivery.

H₀: e-banking does not have any significant impact in the marketing of banking services rendered by deposit money banks

H₂: e-banking does have a significant impact in the marketing of banking services rendered by deposit money banks

• SIGNIFICANCE OF THE STUDY

It is believed that at the completion of the study, the findings will be useful to management of deposit money banks in ensuring that the banks take advantage of the numerous benefit that e-banking offers to the banking industry as this will simplify transactions for the bank customers. The study will also be of great benefit to the customers of deposit money banks as the study will educate the customers of the benefit of e-banking in service at their disposal. The study will also be useful to researchers, academia’s, and the general public as the study seek to explore the benefit of e-banking and how it enhanced customers loyalty. Finally, the study will be of importance to researchers who intend to embark on a study in a similar topic as the study will serve as a reference point to further study

• SCOPE AND LIMITATION OF THE STUDY

The scope of the study covers e-banking as a catalyst to customer service delivery. But in the cause of the study, there are some factors that limited the scope of the study;

Time constraint: The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work.

Inadequate Materials: Scarcity of material is also another hindrance. The researcher finds it difficult to long hands in several required material which could contribute immensely to the success of this research work.

Financial constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).

1.7 OPERATIONAL DEFINITION OF TERMS

E-banking

Online banking, also known as internet banking, is an electronic payment system that enables customers of a bank or other financial institution to conduct a range of financial transactions through the financial institution’s website

Customers

a customer is the recipient of a good, service, product or an idea – obtained from a seller, vendor, or supplier via a financial transaction or exchange for money or some other valuable consideration

Service Delivery framework

A service delivery framework (SDF) is a set of principles, standards, policies and constraints to be used to guide the designs, development, deployment, operation and retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a specific

1.8 ORGANIZATION OF THE STUDY

This research work is presented in five (5) chapters in accordance with the standard presentation of research work.

Chapter one contains the introduction which include; background of the study, statement of the problem, aim and objectives of study, research questions, significance of study, scope of study and overview of the study. Chapter two deals with review of related literature. Chapter three dwelt on research methodology which include; brief description of the study area, research design, sources of data, population of the study, sample size and sampling technique, instrument of data collection, validity of instrument, reliability of instrument and method of data presentation and analysis. Chapter four consists of data presentation and analysis while chapter five is the summary of findings, recommendations and conclusion.

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