Information and Communication Technology and Customer Satisfaction in the Nigerian Banking Industry

2014 ◽  
pp. 333-338
Author(s):  
T. T. Alabar ◽  
R. J. Agema
Keyword(s):  
Customer Satisfaction ◽  
Information And Communication Technology ◽  
Communication Technology ◽  
Banking Industry ◽  
Information And Communication ◽  
Nigerian Banking

scholarly journals ANTECEDENT OF CUSTOMER SATISFACTION WITH IMPACT OF LOGISTICS SERVICE QUALITY, E-PAYMENT THROUGH MODERATING ROLE OF INFORMATION AND COMMUNICATION TECHNOLOGY

2021 ◽  
Vol 9 (2) ◽  
pp. 283-292
Author(s):  
Shahzad Ahmad Khan ◽  
Ammar Husain ◽  
Ali Haider ◽  
Mubashar Hassan Zia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Information And Communication Technology ◽  
Communication Technology ◽  
Cross Sectional ◽  
Information And Communication ◽  
Logistic Service ◽  
Logistics Service Quality ◽  
Moderating Role

Purpose: Customer Satisfaction is the top priority in all business sectors, so the effect of different variables was evaluated on customer satisfaction which is taken as the dependent. Independent variable is e-Payment, Logistic Service Quality, and e-Traceability. Moderating Role was studied of the Use of ICT (Information and Communication Technology). Methodology: This research was carried out on the logistic companies of major cities of Pakistan, including Islamabad, Peshawar, Lahore, and Karachi. The data was cross-sectional in nature and with the involvement of different geographical locations, data collection took a longer time. 400 questionnaires were distributed among the workers of logistic firms in the above-mentioned big cities of Pakistan. Only 298 responses were acquired out of which 258 were workable. Data were analyzed using SPSS-23. Main Findings: Findings reveal that the moderating role of ICT is insignificant on the relationship between e-Payment and Customer Satisfaction and the use of ICT enhances the Service Quality of Logistics and Customer Satisfaction. The beneficiary of the current research would be the logistics firms of Pakistan as it encompasses different aspects influencing logistic customer satisfaction. Logistic service quality is directly linked to the customer, so the current study can benefit the logistic firm in how to retain customers and ultimately how to increase profitability. Implications/Applications: Current research also describes the utilization of Information and Communication Technology so organizations can design their system according to the modern framework of technology. Novelty/Originality of this study: This research study is based on different logistic services of major cities of Pakistan. The direct impact of independent variables on a dependent variable will be studied along with the moderating effect of Use of ICT on the direct relationships. The practice of logistic services has been changed due to the emergence of the concept of service quality and relationship marketing. Traditionally, logistics has been thought to be a bridge between production and consumption.

Challenges of ICT Application in Nigerian Banking Organizations: A Study of New and Old Generation Banks

2013 ◽  
Vol 11 (2) ◽  
Author(s):  
Kingsley C. Anigbogu
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
Banking System ◽  
Security Breaches ◽  
Significant Difference ◽  
Essential Services ◽  
Information And Communication ◽  
System Data ◽  
State Of Affairs ◽  
Nigerian Banking

Banking organizations have historically stood out as essential services providers. As a means of coping with the demands the information-intensive nature of the banking system, modern banks increasingly employ Information and Communication Technology (ICT) for operations. In Nigeria the proposed cashless economy, has further intensified the quest for ICT among banks. This study therefore focuses on the challenges of ICT application in the Nigerian Banking System. Data were collected through a survey, conducted among employees and customers of randomly selected, new and old generation banks in south-eastern Nigeria. Analysis reveals that security and fraud issues associated with e-banking, ranked highest among challenges confronting ICT application in banks. No significant difference was found among study organizations with regards to views on ICT based challenges in the banking system. Since this state of affairs would greatly hinder the success of the proposed cashlite society, the study recommends among other things that banks and relevant stakeholders in the sector must work in synergy to prevent security breaches in ebanking operations.

scholarly journals The Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management

2021 ◽  
Author(s):  
Afarin Akhavan ◽  
Mahdieh Zebarjady ◽  
Ali Sadri Esfahani
Keyword(s):  
Organizational Culture ◽  
Knowledge Management ◽  
Customer Satisfaction ◽  
Change Management ◽  
Information And Communication Technology ◽  
Communication Technology ◽  
Health Centers ◽  
Information Communication ◽  
Information And Communication

Introduction: Knowledge, as the most important asset of an organization, is regarded as an economic resource. The need for and attainment of the benefits of knowledge management in health centers is highly important and sensitive because we are always faced with a flood of information about patients in health centers. Therefore, the present study was conducted in collaboration with Shahid Rahnemoon Hospital of Yazd to study the impact of organizational culture and information-communication technology on productivity, service quality, customer satisfaction and change management through knowledge management. Methods: The data of this descriptive survey was collected by a researcher-made questionnaire with confirmed validity and reliability. The statistical population of the study included the employees and treatment staff of Shahid Rahnemoun Hospital in Yazd. As a result, 272 questionnaires were distributed and structural equation modeling was run using SPSS and AMOS software. Results: The results showed the significant and positive impact of organizational culture and information and communication technology on productivity, quality of service, customer satisfaction, and change management through knowledge management at Shahid Rahnemoon Hospital in Yazd. Conclusion: In order to implement knowledge management, information and communication technology and organizational culture should be considered in our environment. Furthermore, implementing knowledge management in the organization can improve productivity factors, quality of service, customer satisfaction, and management change. This study investigated the simultaneous effects of organizational culture, information and communication technology, productivity, service quality, customer satisfaction, and management change on research innovation knowledge management.

INFORMATION AND COMMUNICATION TECHNOLOGY AND BANKS PROFITABILITY IN NIGERIA.

2011 ◽  
Vol 01 (04) ◽  
pp. 102-107
Author(s):  
Obasan Kehinde Agbolade
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
Banking Industry ◽  
Least Square ◽  
Primary Data ◽  
Business Organizations ◽  
Ordinary Least Square ◽  
Marginal Change ◽  
Economic Climate ◽  
Information And Communication

The role of information in the actualization of various organizational objectives cannot be over-emphasized has it ensure prompt delivery of resources essential to attain an enviable ends. The contemporary business milieu is very dynamic and experiences rapid changes due to creativity, innovation, hi-tech changes, increased perception and demands from clienteles. Business organizations, especially the banking industry is operating in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate with Information and Communication Technology (ICT) is at the centre of the change curve. Using a primary data sourced through a structured questionnaire administered to selected banks in south-west Nigeria and the Ordinary Least Square approach econometric techniques, this study examined the nature of the relationship that exist between Banks Profitability and the Adoption of Information and Communication Technology. The data analysis showed that a positive correlation exists between ICT and banks profitability in Nigeria. This implies that a marginal change in the level of the investment and adoption of ICT in the banking industry will result to a proportionate increase in the profit level. This is confirmed by the level of the regression coefficient as well as the factor analysis which revealed that an insignificant size of profit exist without the introduction of the ICT.

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