INFORMATION SYSTEM IN IMPROVING CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA PLC)

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Cite Work

ABSTRACT

This research work was aimed at determining the extent to which the role of management information system will improve customer services in United Bank for Africa (UBA) Plc 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 United Bank for Africa No 10 Station Road, Okpara Avenue, Enugu.

The data collected were analyzed 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.

TABLE OF CONTENTS

Title page

Approval page

Dedication

Acknowledgement

Abstract

Table of content

List of table

CHAPTER ONE

1.0Introduction

1.1Background of the study

1.2Statement of the problem

1.3Purpose of the study

1.4Research question

1.5Scope of the study

1.6Limitation of the study

1.7Significance of the study

1.8Definition of term

Reference

CHAPTER TWO

2.0Literature Review

2.1Brief history of banking in Nigeria

2.2Banking operation in Nigeria

2.3Origin of money

2.4Development of banking

2.5Account maintained by United Bank for Africa Plctrust bank

2.6Using management information system to improve customer service

Reference

CHAPTER THREE

3.0Research design and methodology

3.1Area of the study

3.2Population of the study

3.3Sample and sampling techniques

3.4Instrument of data collection

3.5Methods of data collection

3.6Method of data analysis

Reference

CHAPTER FOUR

4.0Data presentation and analysis of data

4.1Summary of findings

Reference

CHAPTER FIVE

5.0Discussion of result

5.1Discussions of result/findings

5.2Conclusions

5.3Recommendation

5.4Implication of the research findings

5.5Suggestion for further research

Bibliography

Appendix 1

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INFORMATION SYSTEM IN IMPROVING CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA PLC)

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