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

Overview
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 compete 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 Pageii

Approval pageiii

Dedicationiv

Acknowledgementv

Abstractvi

Table of Contentsviii

CHAPTER ONE

INTRODUCTION

1.1Background of the study1

1.2Statement of the problem 7

1.3Purpose of the study9

1.4Scope of the Study10

1.5Research Question11

1.6Limitation of the study12

1.7Definition of terms14

CHAPTER TWO

LITERATURE REVIEW

2.1Brief History of Banking in Nigeria 16

2.2Origin of money22

2.3Development of Banking23

2.4Account maintained by United Bank for Africa Plc 27

2.5The Role of Management Information System

In Improve customer service 29

2.6What is Banking All About 33

2.7Who is a Customer 34

2.8What is Management 36

2.9What is Information 38

2.10What is MIS40

2.11How Does MIS Relate to and Influence Customer Service 43

CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

3.1Research Design 47

3.2Area of the study47

3.3Population of the study48

3.4Sample and sampling Procedure 48

3.5Instrument of data Collection50

3.6Validation of Instrument 51

3.7Reliability of the Instrument 51

3.8Methods of data collection52

3.9Method of data analysis 53

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1Presentation and Analysis of Data54

4.2Summary of Findings71

CHAPTER FIVE

Discussion, Recommendation and Conclusion

5.1Discussions of Findings75

5.2Implication of the Research Finding84

5.3Conclusions85

5.4Suggestion for Further Studies 87

Bibliography

Appendix

Questionnaire

Read Download

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

Related Works