THE IMPACT OF INTERNET ON QUALITY SERVICE DELIVERY IN NIGERIA BANKING INDUSTRY: A CASE STUDY OF ZENITH BANK PLC

ABSTRACT
This research work is focused on the impact of internet on quality service delivery
in Nigeria banking industry– A case study of Zenith Bank Plc. Some the objectives
of the study includes to; determine whether inadequate and inexperience staff
(personnel) to use communication systems affect data processing for effective
banking operations, appraise the effect of unavailability of timely and accurate
computer information to the end users (customers and others stakeholders in
banking industry) on corporate performance of banks, find out if high cost of
producing financial information scientifically to the end users (customers and
others stakeholders in banking industry) result from inadequate use of internet, etc.
The research design adopted for the purpose of the this study was survey,
concerned with gathering of data that are social in nature and using the result to
develop inferences from the selected sample to generalized about the total
population.

The research made use of 368 sample size. The finding in the test of
hypotheses show the followings that; Inadequate and inexperience staff (personnel)
to use communication systems affects data processing for effective banking
operations Unavailability of timely and accurate computer information to the end
users (customers and others stakeholders in banking industry) affects corporate
performance of banks. High cost of producing financial information scientifically
to the end users (customers and others stakeholders in banking industry) results
from inadequate use of internet. The non-conformity by the banks to technology
and financial guidelines affects the use of internet in banking operations. The
dwindling economy that do not allow for investments in information technology
especially internet on banking is a setback on banking activities.etc. The
researcher made this recommendation based on conclusion, that; adequate and
experience staff (personnel) to the use of communication systems in data
processing for quality service delivery in Nigeria banking industry should be
planned and provided for predetermined corporate goals, availability of timely and
accurate computer information to the end users (customers and other stakeholders
in banking industry) should be solicited, high cost of producing financial
information scientifically to the end users (customers and other stakeholders in
banking industry) should be cushioned through marketing activities in banks, etc.

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