TABLE OF CONTENTS
Title Page i
Declaration ii
Approval Page iii
Dedication iv
Acknowledgements v
CHAPTER ONE: INTRODUCTION
- Background
to the Study 1
- Statement of Problem 3
- Objectives of the Study 4
- Research Questions 5
- Research Hypotheses 5
- Significance of the Study 6
- Scope of the Study 7
- Limitations of the Study 7
- 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.
