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

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

Project / Seminar Material
Reference ID: PS-14295-TM

DEDICATION

This research material titled “Using Management Information System to Improve Customer Services in the Banking Industry” is dedicated to God for his enabling grace, and to all computer enthusiasts who contributed to make life a pleasant experience during my research documentation.

ACKNOWLEDGEMENT

I extend my sincere gratitude to all those who contributed to the completion of this project. Special thanks to my Supervisor (Name of your Supervisor), the Head of Department (Name of your HOD), the Lecturers in the department of Banking and Finance (BF), Book Authors and Profound Scholars of existing or related project material on “Using Management Information System to Improve Customer Services in the Banking Industry” for their invaluable guidance, support, and expertise throughout the journey.

I am also grateful to your study area (mention any funding organizations, if applicable) for their financial assistance. This research would not have been possible without the encouragement and assistance of some stakeholders (mention any mentors, teachers, or colleagues). Additionally, I would like to acknowledge the understanding and patience of my family and friends during this endeavor. Your unwavering support has been a constant source of motivation. Thank you all for being part of this meaningful endeavor.

TABLE OF CONTENTS

PRELIMINARY PAGES

CHAPTER ONE

INTRODUCTION

    CHAPTER TWO

    LITERATURE REVIEW

    • 2.1 Introduction
    • 2.2 Conceptual Review
    • 2.3 Theoretical Framework
    • ⋮
    • 2.4 Empirical Studies

    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.

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

    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

    2.0 Literature Review

    2.1 Introduction

    This chapter focuses on the review of related literature. A literature review includes the current knowledge as well as theoretical and methodological contributions to a particular topic. It documents the state of the art with respect to the topic you are writing. It surveys the literature in the topic selected. In this research work the literature review includes the …

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