THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY

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CHAPTER ONE

INTRODUCTION 1.1

  Background of the study

Information technology is a body of tools with the convergence of communication and computer. It is also series of machine, which can execute sequence of instructions. The sequence of instruction is a program made particularly flexible and not rigid and can be change depending on the information being processed (Goldberg, 2009). The new millennium brought with it new possibilities in terms of information access and availability simultaneously, introducing new challenges in protecting sensitive information from some eyes while making it available to others. Today’s business environment is extremely dynamic and experience rapid changes as a result of technological improvement, increased awareness and demands Banks to serve their customers electronically. Banks have traditionally been in the forefront of harnessing technology to improve their products and services.

The Banking industry of the 21st century operates in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate. Information and Communication Technology (ICT) is at the centre of this global change curve of Electronic Banking System in Nigeria today. (Stevens 2002). Assert that they have over the time, been using electronic and telecommunication networks for delivering a wide range of value added products and services, managers in Banking industry in Nigeria cannot ignore Information Systems because they play a critical impact in current Banking system they point out that the entire cash flow of most fortune Banks are linked to Information System. The application of information and communication technology concepts, techniques, policies and implementation strategies to banking services has become a subject of fundamental importance and concerns to all Banks and indeed a prerequisite for local and global competitiveness Banking

THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY