ABSTRACT
Online banking system has become an important practice among Commercial Banks in Nigeria. The introduction of online banking has improve banking efficiency in rendering services to customers, it was in line with this that the study aim to review the system design of the online Banking system of Access Bank Plc. Access Bank Plc Online banking guidelines are in line with the CBN Online banking guideline. The bank has an effective online banking system which has improve its customer’s relationship and satisfaction. To this end, it is recommended that the bank Information Technology Training Program should be encourage among the staff of Access Bank, necessary legal codes of banking should be established in order to enhance growth of the industry.
TABLE OF CONTENT
Title page………………………………………………….….………….....i
Certification………………………………………….…………….…........ii
Approval Page…………………………………………………………….iii
Dedication…………………………………………...……………......…...iv
Acknowledgment……………………………………………..……..……..v
Table of Content…………………………..………………………….…...vi
List of Tables………………………………….………..………………....xi
List of Figures………………………………………………………….....xii
Abstract……………………………………....………………………….xiii
CHAPTER ONE
1.1 Background of the study.…...…………………..…..…..……………...1
1.2 Statement of the problem……………………………......…..………....6
1.3 Aims and Objectives of the study….…………….………………...…..7
1.4 Research Questions…………………………......……………...………8
1.5 Significance of the study………………...…………………….………9
1.6 Scope of the study………………………………………..…………….9
1.7 Limitation of the study………………………………………..………10
1.8 Definition of Operational Terms………………………………..……10
CHAPTER TWO
2.0 Literature Review…………………………….………………………16
2.1 Introduction…………………………………………………………...16
2.2 Brief Profile of Access Bank plc……………………………………..18
2.3 Operational Structure…………………………….…………………21
2.4 Service Efficiency………………………………………..….………21
2.5 The View on Online Banking System…………………..………….22
2.6 Review of System Design of the Online Banking System.…………..25
2.7 IT Asset Management (ITAM)…………………………….…………26
2.7.1Objective of IT Asset Management (ITAM)……………………..26
2.7.2 Role of IT Asset Management in Access Bank plc………………27
2.7.3 Review of Online Banking Common Banking Products…………28
2.7.4 Telephone and PC Banking Products…………………………….28
2.7.5 The Card System………………………………………………….29
2.7.6 The Automated Teller Machine (ATM)………………………….31
2.7.7 Cheque……………………………………………………………33
2.8 The Entry of Nigerian Banks into Electronic Banking……………….34
2.8.1 Threats of Cyber-Crimes on the Nigerian Banking Premises……36
2.8.2 The Regulatory Challenges……………………………………….38
2.8.3 Electronic Banking Profitability and Efficiency………………….42
2.8.4 Bank Customer Relationship……………………………………..43
2.9 Operation of Financial Institution…………………………………..44
2.10 Relationship of Online-Banking to Customer Satisfaction…………44
CHAPTER THREE
3.0 Research Methodology…………………………………………...….47
3.1 Introduction…………………………………………………………..47
3.2 Research Design……….…………………………………………….47
3.3 Population and Sample size of the study…………...………….…..…49
3.4 Method of Data Collection ……………………………...…………...49
3.5 Justification of Method Used…………….………...…………………50
CHAPTER FOUR
4.0 Data Presentation, Analysis and Interpretation…...………………….51
4.1 Introduction......……..………………………………………….……..51
4.2 Data Presentation and Analysis.……...…...………………………….51
4.2.1 Academic Qualification of Respondents…………………………52
4.2.2 Working Experience………………..…………………………….53
4.2.3Professional Qualification………………………………….........54
4.2.4Department of Respondents….……………………………….…..55
4.3 The Existing Technology....…………………………………………..56
4.3.1 Systems configuration……………………………………….......60
4.3.2 Workstations……….……………………………………………..61
4.3.3 Servers…………..………...…..………………………………….61
4.3.4System distribution across the regions ……...…………………...61
4.3.5 Operating System…………………………………………………62
4.3.6 Application Software in use………………………………………62
4.4 Deployment ofIT Asset Management……………………………….63
4.5 State of Access Bank IT Infrastructure at a Glance…………………..64
CHAPTER FIVE
5.0 Summary, Conclusion and Recommendations…………………..…...67
5.1 Summary of Major findings...………………………………………...67
5.2 Conclusion……………………………………………………………68
5.3 Recommendations……………………………………………………69
References……………………………………………………………….71
LIST OF TABLES
Table 4.1 Questionnaire Administered…………………………………...51
Table 4.2 Questionnaire Retrieved…………………………………….....52
Table 4.3Academic Qualification of Respondent……………………..52
Table 4.4 Respondent’s years of working experience…………………....53
Table 4.5 Professional Qualification of Respondents………………….54
Table 4.6 Department of Respondent…………………………………….55
Table 4.7 Access Bank Computer Systems in use………………………..56
Table 4.8 Operating System in use……………………………………….58
LIST OF FIGURES
Fig. 4.3a Pie chat showing Servers Vs Workstations………………….…57
Fig. 4.3b Bar Chat showing Managed and Unmanaged Systems………...5
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