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MEETING CUSTOMER'S NEED USING CUSTOMER INFORMATION SYSTEM

CHAPTER ONE

INTRODUCTION

1.1  Background of the study

Laudon and Laudon (2002) define as Information System is a set of interrelated components that collect/retrieve, process, store and distribute information to support decision-making and control in an organization. Information system also refers to a collection of multiple pieces of equipment involved in the dissemination of information that may include hardware, software, computer system connections and information, information system users, and the system‟s housing. According to Lucey (1997) Management Information System (MIS) is a planned system of collecting, storing and disseminating data in the form of information needed to carry out the functions of management. Academically, the term of MIS is commonly used to refer to the group of information management methods tied to the automation or support of human decision making. Consequently Information System provides information that organizations require to manage themselves efficiently and effectively because MIS is a key to planning, controlling and decision making for management through transaction processing of systems for the data.

Information System denotes an expanded information system that is achieved through systems design of an improved capability by functionally more information systems, or by incorporating a portion of the functional elements of one information system into another (Rao et al., 2007). Therefore IMIS help managers and workers to analyze problems and visualize complex subjects because it contains information about significant people, places and things within the organization or in the environment surrounding it was a resource like any other commodities.

Customer satisfaction also comes with enormous benefits to the business industry in general and to Social Security and National Business Trust in particular. Proper institution of customer service processes will enable the organization gain customer loyalty and respond to customer needs and feedback quickly and collaboratively. It will also provide clear visibility into enabling management identify which customers are dissatisfied and why, what actions have been or need to be taken and what appropriate responses have to be delivered. Furthermore it will facilitate concrete and actionable suggestions for improving performance, either overall or by segments. The bonding relationships between customers and organizations are hinged on trust which is aimed at achieving overall positive outcomes, and thus higher levels of trust and commitment in turn are attached with higher customer retention level, and this brings about increased organizational performance (Botha & Van Rensburg, 2010; Read, 2009).

1.2 Problem statement

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 twentieth 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 centre 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.

Given this scenario, this thesis attempts a synthesis of empirical facts on the extent to which information and communication technology has informed innovations in the operational modalities and meeting customers need modes of banks in Nigeria and the impact of this on bank performance. It is against this background that the subject matter is seen as a problem worthy of investigation.

1.3 Purpose of the study

The purpose of this study is to examine the extent to which banks perform in meeting customer's need using customer information system. Specifically the study objectives are:

Investigate how Information and communication Technology enhances customer’s satisfaction in Commercial banks.

Examine the benefits a customer derives from using ICT tool in Commercial banks.

Identify the challenges militating against ICT operation in Commercial banks.

Significance of the study

The study would enable the banks executives and indeed the policy makers of the banks and financial institutions to be aware of electronic banking as a product of electronic commerce with a view to making strategic decisions. The research is equally significant because it would provide answers to factors militating against the implementation of electronic banking in Unity Bank Plc; prove the success and growth associated with implementation of electronic banking highlight the areas of banking operations that can be enhanced via electronic banking and also be an invaluable tool for Students, Academician, institutions, Corporate managers and individuals that want to know more about electronic banking trends especially in Nigeria.

Study hypothesis

The study hypothesis is:

The stated hypotheses tested in this study;

Ho1: Information and communication Technology does not enhance bank meeting customers need.

HA1: Information and communication technology enhances bank customer satisfaction.

Scope and Limitations of the Study

The study scope is limited to investigating the extent to which banks perform in meeting customer's need using customer information system in Lagos state. Limitation faced by the research was limited time and financial constraint

Definition of Basic terminologies

Electronic Data Interchange (EDI): The transfer of information between organizations in machines readable form. Electronic monetary value is measured in currency units stored in electronic form on electronic device in the consumer’s possession. This electronic value can be purchase and held on the device until reduced through purchase or transfer.

Payment System: A financial system that establishes that means for transferring money between suppliers and of fund, usually by exchanging debits or Credits between financial institutions.

Smart Card: A Card with a computer chip embedded, on which financial health, educational, and security information can be stored and processed.

Transaction Alert: Our customers carry out debit/credit transactions on their accounts and the need to keep track of these transactions prompted the creation of the alert system by the Bank to notify customers of those transactions. The alert system also serves as notification system to reach out to customers when necessary information need to be communicated

Organisation of study

The study is grouped into five chapters. This chapter being the first gives an introduction to the study. Chapter two gives a review of the related literature. Chapter three presents the research methodology; chapter four presents the data analysis as well as interpretation and discussion of the results. Chapter five gives a summary of findings and recommendations.

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