CHAPTER ONE

       INTRODUCTION

1.1       BACKGROUND OF THE STUDY

Today’s business environment is very dynamic and undergoes rapid changes as a result of technological innovation, increased awareness and demands from customers.

            The application of information and communication technological concepts, techniques, policies and implementation strategies of banking services has become a subject of fundamental importance and concerns to all banks and indeed a prerequisite for local and global competitiveness. Information and communication technology (ICT) directly affects how product managers decide, how they plan and what products and services are offered in the banking industry. It has continued to change the way banks and their corporate relationships are organized worldwide and the variety of innovative devices available to enhance the speed and quality of service delivery. Some banking services have been revolutionized through the use of ICT as including account opening, customers account mandate and transaction processing and recording.

            This study also help to facilitate that bank now offers customers the flexibility of operating an account in any branch irrespective of which branch the account is domiciled through the help of technology and how bank make product available to their customers through effective service delivery.

1.2       STATEMENT OF THE PROBEM

            The major problems faced by banks in trying to improve their services towards satisfying their customers despite improvement in technology are highlighted below and the possible question would have to be sanswered as the statement of research.

1.      Why do we still find congestion in banks counters?

2.      Why do customers complain about poor services render by banks despite computer operation?

3.      Why do customers move from one bank to another?

4.      Why is lack of confidence by customer during rational crisis?

5.      Why is it that, there is no improvement in services despite computerization?