The Role Of Management Information System In Improving Customer Services In The Banking Industry (A Case Study Of United Bank For Africa Plc)

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.


Title page
Approval page
Table of content
List of table 

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

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

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 

4.0Data presentation and analysis of data
4.1Summary of findings

5.0Discussion of result
5.1Discussions of result/findings
5.4Implication of the research findings
5.5Suggestion for further research
Appendix 1

At the start, in business and other organization, internal reporting was made manually and only periodically as a by-product of the accounting system and with some additional statistics and gave unlimited, and delayed information on management performances.  In their infancy, business computers were used for the practical business of computing the payroll and keeping track of account payable and account receivable.  As applications were developed that provided managers with information  about sales, inventories and other data that would help in managing the enterprises, the term “Management Information System (MIS) arose to describe these kind of application.  Today, the term is used broadly in a number contexts and includes (but not limited to) decision support system, resources and peoples management and data based retrieval applicable.
Management Information System (MIS) is a subject of the overall internal control of a business covering the application of people, documents and technologies. It is an information, collection and analysis system, usually computerized, that facilities access to program and participant information. It is usually design and used for administrative purpose. 
According to Philip K, etal (2006) management information system consist of people, equipment and procedures to gather, sort, analyze, evaluate and distribute needed, timely and accurate information to management decision maters.
It is based on this computerized system that managers in banking industry tend to improve the services they rendered to the customers.  The world as a whole has become a global village as a result of information technology and in a bid to adapt to the constant changes with, made of operation in order to keep abreast with the current practice and to effectively face the constant changes experienced in business. 
The changes and challenges go in line with the dynamic nature of the business environment which is the key determination factor of the success and failure of and 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.  The growing expectations prompt the banking industry into the role of management information system to smoothen their performance and improving services they render to their customers.
Today, there are a lot of challenges, in the banking industry characterize by constant changes in customer needs as well as completion achieving or being the major controller of customers patronage in the entire banking industry.  
Thus, in a bid, to compete favourable and effectively some banks have to adopt new method of operation currently practically all over the world.  Within their wider world.  Mankind has found himself entrapped in what is regarded as computer in diverse area of human endeavour.  Due to computer network, on-line information electronic banking and fund transfer services, it is easy for to transact bank business including cashing of money.  In mot banks, customer spends almost the whole of the working hours / day in order to collect their money.
However, if such bank computerized their services, it, will not take them much time to render service to their customers, thereby, reducing the man-hour wasted by personnel and enhances productivity. 
In managing information System (MIS) the  use of computer in performance administration function enhances creation of files in the computer memory such as account balanced sheet and security reports files there is no doubt the banking industry would have a perfect control of their business without paying too higher premium in terms of time.  With the computerized analysis and presentation of the information in these files.
Planning in any organization is the availability of adequate and accurate information.  Therefore, organizing a raw diverse data in such as way as to present itself in an easy decision taken, would involve the processing of these raw data in an effects and efficient means of performing this exercise is through the use of computer based management Information System, which contains the operational data based management system to ensure that records are kept up to data, and made available on demand to those who need then for planning and operational purposes.
Therefore, for any corporate organization or industries like the banking industry to be effectively and successfully in their operation, there must be availability of adequate and reliable information about their customers, what they need and how to satisfy this need.  Lack of effective management has led to the collapsing of some banks in the country.  
Despite the awareness availability of Management Information System (MIS), there are still some lapses as regards to the quality of service some banks render to their customer such as time wasting delay in sorting out customers data, inability to access customer breakdown etc.
Consequently, based on the problem, the researcher is motivated to examine the extent to which the role of Management Information System (MIS) can be used in improving customers services in the banking industry with emphasis on United Bank for Africa plc, Enugu.

The introduction of management information system has brought about changes in the business environment as well as well as the banking industry, but inspite of this there are still areas in which it has not been fully utilized in carrying out banking operations in the banking industry.
In Nigeria, there are still some banks in Nigeria were data processing and executive of transaction are done manually, at times, customers account cannot be accessed due to computer breakdown inability to go-on line, delay in collecting or sorting out of customer’s data, undue delay in collecting money from the bank and sometimes the activities of fraudsters.
The above factors have created a negative patronage from public savings and other transactions through the bank.  This has resulted to loss of revenue for some banks as well as customers in terms of services rendered to them.

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Ugwu, A. (2018). The Role Of Management Information System In Improving Customer Services In The Banking Industry (A Case Study Of United Bank For Africa Plc). Afribary. Retrieved from

MLA 8th

Ugwu, Anderson "The Role Of Management Information System In Improving Customer Services In The Banking Industry (A Case Study Of United Bank For Africa Plc)" Afribary. Afribary, 29 Jan. 2018, Accessed 20 Apr. 2024.


Ugwu, Anderson . "The Role Of Management Information System In Improving Customer Services In The Banking Industry (A Case Study Of United Bank For Africa Plc)". Afribary, Afribary, 29 Jan. 2018. Web. 20 Apr. 2024. < >.


Ugwu, Anderson . "The Role Of Management Information System In Improving Customer Services In The Banking Industry (A Case Study Of United Bank For Africa Plc)" Afribary (2018). Accessed April 20, 2024.

Document Details
Field: Business Administration Type: Project 53 PAGES (10707 WORDS) (docx)