THE ROLE OF MANAGEMENT INFORMATION SYSTEM IN IMPROVING CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA PLC)
ATTENTION:
BEFORE YOU READ THE
PROJECT WORK, PLEASE READ THE INFORMATION BELOW. THANK YOU!
TO GET THE FULL
PROJECT FOR THE TOPIC BELOW PLEASE CALL:
08068231953,
08168759420
TO GET MORE PROJECT
TOPICS IN YOUR DEPARTMENT, PLEASE VISIT:
THE ROLE OF
MANAGEMENT INFORMATION SYSTEM IN IMPROVING CUSTOMER SERVICES IN THE BANKING
INDUSTRY
(A CASE STUDY OF
UNITED BANK FOR AFRICA PLC)
PROPSAL
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
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
CHAPTER ONE
INTRODUCTION
1.1
BACKGROUND OF THE STUDY
At the start, in
business and other organization, internal reporting was made manually and only
periodically as a by-product of the accounting system and with some additional
statistics and gave unlimited, and delayed information on management
performances. In their infancy, business computers were used for the
practical business of computing the payroll and keeping track of account payable
and account receivable. As applications were developed that provided
managers with information about sales, inventories and other data that
would help in managing the enterprises, the term “Management Information System
(MIS) arose to describe these kind of application. Today, the term is
used broadly in a number contexts and includes (but not limited to) decision
support system, resources and peoples management and data based retrieval
applicable.
Management
Information System (MIS) is a subject of the overall internal control of a
business covering the application of people, documents and technologies. It is
an information, collection and analysis system, usually computerized, that
facilities access to program and participant information. It is usually design
and used for administrative purpose.
According to Philip
K, etal (2006) management information system consist of people, equipment and
procedures to gather, sort, analyze, evaluate and distribute needed, timely and
accurate information to management decision maters.
It is based on this
computerized system that managers in banking industry tend to improve the
services they rendered to the customers. The world as a whole has become
a global village as a result of information technology and in a bid to adapt to
the constant changes with, made of operation in order to keep abreast with the
current practice and to effectively face the constant changes experienced in
business.
The changes and
challenges go in line with the dynamic nature of the business environment which
is the key determination factor of the success and failure of and any
business. In the light of this dynamic nature of business, customers have
a lot of expectation from banks in the way they render their services. The
growing expectations prompt the banking industry into the role of management
information system to smoothen their performance and improving services they
render to their customers.
Today, there are a
lot of challenges, in the banking industry characterize by constant changes in
customer needs as well as completion achieving or being the major controller of
customers patronage in the entire banking industry.
Thus, in a bid, to
compete favourable and effectively some banks have to adopt new method of
operation currently practically all over the world. Within their wider
world. Mankind has found himself entrapped in what is regarded as
computer in diverse area of human endeavour. Due to computer network,
on-line information electronic banking and fund transfer services, it is easy
for to transact bank business including cashing of money. In mot banks,
customer spends almost the whole of the working hours / day in order to collect
their money.
However, if such bank
computerized their services, it, will not take them much time to render service
to their customers, thereby, reducing the man-hour wasted by personnel and
enhances productivity.
In managing
information System (MIS) the use of computer in performance
administration function enhances creation of files in the computer memory such
as account balanced sheet and security reports files there is no doubt the
banking industry would have a perfect control of their business without paying
too higher premium in terms of time. With the computerized analysis and
presentation of the information in these files.
Planning in any
organization is the availability of adequate and accurate information.
Therefore, organizing a raw diverse data in such as way as to present itself in
an easy decision taken, would involve the processing of these raw data in an
effects and efficient means of performing this exercise is through the use of
computer based management Information System, which contains the operational
data based management system to ensure that records are kept up to data, and
made available on demand to those who need then for planning and operational
purposes.
Therefore, for any
corporate organization or industries like the banking industry to be
effectively and successfully in their operation, there must be availability of
adequate and reliable information about their customers, what they need and how
to satisfy this need. Lack of effective management has led to the
collapsing of some banks in the country.
Despite the awareness
availability of Management Information System (MIS), there are still some
lapses as regards to the quality of service some banks render to their customer
such as time wasting delay in sorting out customers data, inability to access
customer breakdown etc.
Consequently, based
on the problem, the researcher is motivated to examine the extent to which the
role of Management Information System (MIS) can be used in improving customers
services in the banking industry with emphasis on United Bank for Africa plc,
Enugu.
1.2
STATEMENT OF PROBLEM
The introduction of management
information system has brought about changes in the business environment as
well as well as the banking industry, but inspite of this there are still areas
in which it has not been fully utilized in carrying out banking operations in
the banking industry.
In Nigeria, there are
still some banks in Nigeria were data processing and executive of transaction
are done manually, at times, customers account cannot be accessed due to
computer breakdown inability to go-on line, delay in collecting or sorting out
of customer’s data, undue delay in collecting money from the bank and sometimes
the activities of fraudsters.
The above factors
have created a negative patronage from public savings and other transactions
through the bank. This has resulted to loss of revenue for some banks as
well as customers in terms of services rendered to them.
1.3
OBJECTIVE OF THE STUDY
This research work is aimed at
discovering means by which Management Information System (MIS) can be used to
improve customer services in the banking industry. This will serve as a
basis for improving the present system of operation and the quality of services
rendered.
An improved
computerized banking operation has a great advantage of improving the quality
of services rendered to customers, which will smoothen the performance of the
various department of the bank.
However, the aim
purpose of this study is to examine the possible impact of computerization of
banking operation such as:-
1.
Security
2.
Accuracy/adequacy of management decision making
3.
The effectiveness and efficiency of the banking operation
4.
Improved management functions
5.
The effectiveness and efficiency of the banking operation
6.
The extent of computer fraud in the bank
1.5
RESEARCH QUESTIONS
To guide this study, research question
are hereby formulated for proper direction which are:-
1.
To what extent with the use of management information system improve customer
service in the banking industry.
2.
To what extent is the efficiency in the use of computer in the bank?
3.
What is the level of security against fraudsters in the bank?
4.
What are the measures taken in terms of customer’s satisfaction?
1.6
SIGNIFICANCE OF THE STUDY
The outcome of this
study can create the much needed awareness of using management information
system to improve the performance and effectiveness of banks.
On completion of this
study, the management of United Bank for Africa is expected to take advantage
of the suggestions and recommendation that will be made so as to fully embrace
the utilization of management information system for proper management of the
bank in terms of planning, decision making, services rendered and for other
operational purposes. Also, it is expected that the result of this work
will restore to some basic areas in which the bank have not been using
management information system.
Efficiency and
effectiveness are terms associated with any industry. A bank cannot
compete favourably with other well-known banks in the banking industry without,
having its operation computerized. This is because the success of any
bank lies on the computerized operation of their banks, which gives them edge
or put them ahead other banks in terms of customer satisfaction.
Therefore, the bank
should computerized its operation in other areas such as computer network,
on-line information (electronic banking) and fund transfer services in other to
join the new of success experienced by the fast growing banks within the
banking sector.
1.7
DEFINITION OF BASIC TERMS
a.
Management information system:- Management
Information System (MIS) consist of people equipment and procedures to gather
information, sort, analyze, evaluate, and distribute needed, timely and
accurate information to management decision makers.
b.
Information: Information is data that has been
selected, processed, stored, tabulated, summarized, categorize, sorted,
manipulated, calculated and conveyed for decision making process.
c.
System: Orderly assemblage of facts, parts.
d.
Planning: Planning is to plan, and it means a scheme programme or method
worked out before hand for the accomplishment f an objective.
e.
Customer: A customers is one who buys goods and services. An
individual with who you must deal with. A customer is also known as a
client, buyer, or purchase. It is usually used to refer to a current or
potential buyer of a product of an individual or company.
f.
Data Base:- A data base is an organized collection of data for one
or more purpose, usually, in digital form. Data area typically organized
to model relevant aspect of reality.
AFFILIATE LINKS:
Comments
Post a Comment