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

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
1.0    Introduction
1.1    Background of the study
1.2    Statement of the problem
1.3    Purpose of the study
1.4    Research question
1.5    Scope of the study
1.6    Limitation of the study
1.7    Significance of the study
1.8    Definition of term
Reference

CHAPTER TWO
2.0    Literature Review
2.1    Brief history of banking in Nigeria
2.2    Banking operation in Nigeria
2.3    Origin of money
2.4    Development of banking
2.5    Account maintained by United Bank for Africa Plctrust bank
2.6    Using management information system to improve customer service
Reference

CHAPTER THREE
3.0    Research design and methodology
3.1    Area of the study
3.2    Population of the study
3.3    Sample and sampling techniques
3.4    Instrument of data collection
3.5    Methods of data collection
3.6    Method of data analysis
Reference

CHAPTER FOUR   
4.0    Data presentation and analysis of data
4.1    Summary of findings
Reference

CHAPTER FIVE
5.0    Discussion of result
5.1    Discussions of result/findings
5.2    Conclusions
5.3    Recommendation
5.4    Implication of the research findings
5.5    Suggestion for further research
Bibliography
Appendix 1