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Using Management Information System to Improve Customer Services in the Banking Industry
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Using Management Information System to Improve Customer Services in the Banking Industry

This page presents an excerpt of the research material, providing a comprehensive overview of the study. It includes the Preliminary Pages, Table of Contents, Abstract, Chapters One to Five, and References, making it accessible and informative for students, researchers, and other readers interested in the topic of this study. Acknowledgement is also included, expressing gratitude to the individuals, institutions, and resources that contributed to the successful completion of the research, with materials and information sourced from the online platform sparklyn.com.ng, which provided valuable academic support.

TABLE OF CONTENTS

PRELIMINARY PAGES

  • Title page
  • Approval page
  • Dedication
  • Acknowledgement
  • Table of Contents
  • Abstract

CHAPTER ONE

INTRODUCTION

  • 1.1 Introduction
  • 1.2 Background of Study
  • 1.3 Statement of the Problem
  • 1.4 Aim and Objective of the Study
  • 1.5 Research Questions
  • 1.6 Research Hypothesis
  • 1.7 Significance of Study
  • 1.8 Scope of Study
  • 1.9 Limitations of the Study
  • 1.10 Operational Definition of Terms

CHAPTER TWO

LITERATURE REVIEW

  • 2.1 Introduction
  • 2.2 Conceptual Review
  • 2.3 Theoretical Framework
  • ⋮
  • 2.4 Empirical Studies
  • 2.5 Research Gaps
  • 2.6 Summary of Literature Review

CHAPTER THREE

RESEARCH METHODOLOGY

  • 3.1 Introduction
  • 3.2 Research Design
  • 3.3 Population of Study
  • 3.4 Sampling and Sampling Technique
  • 3.5 Validation of Research Instrument
  • 3.6 Method of Data Collection
  • 3.7 Method of Data Analysis
  • 3.8 Questionnaire Administration
  • 3.9 Ethical Consideration
  • 3.10 Statistical Analysis

CHAPTER FOUR

DATA ANALYSIS, RESULT AND DISCUSSION

  • 4.1 Introduction
  • 4.2 Presentation and Analysis of Data
  • 4.3 Re-statement of Research Questions
  • 4.4 Test of Hypotheses
  • 4.5 Discussion of Findings

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

  • 5.1 Introduction
  • 5.2 Summary of Findings
  • 5.3 Conclusion
  • 5.4 Recommendation
  • 5.5 Suggestion for Further Study

REFERENCES

APPENDIX A - “QUESTIONNAIRE”

ABSTRACT

This research work was aimed at determining the extent to which the use of man agreement 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:-

  1. Time wasted in bank is constituted by various things such as, too many customers, and breakdown in the system etc.
  2. That employing computer services will reduce time wasting.
  3. That the activities of fraudsters as been the major set back of the use of management information system.
  4. That there are benefits associated with the use of management information system.
  5. 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:-

  1. To computer favourably, there should be a means by which new methods of operation is adopted.
  2. There should be proper planning before introducing a computerization system.
  3. Staff should be trained properly
  4. Customers satisfaction should be the top most priority of the bank.

CHAPTER ONE

Introduction

1.1 Background Of 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.

…

CHAPTER TWO

LITERATURE REVIEW

2.1 Introduction

This chapter focuses on the review of related literature. A literature review presents current knowledge, as well as theoretical and methodological contributions, related to Using Management Information System to Improve Customer Services in the Banking Industry. It documents the state of the art on the subject under study and provides a comprehensive survey of existing literature. In this research work the literature review includes the conceputal review, theoretical framework, the review of related literature …

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