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Effective Customer Services Through Management Information System

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Effective Customer Services Through Management Information System as a Panacea for Growth in the Banking Industry.

ABSTRACT

This research work was aimed at determining the Effective customer services through the management information system as a panacea for growth in the banking industry in Eco Bank Agbara Branch 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 were developed and distributed to a total number of 97 employees comprising of both male and female employees of  Eco Bank Agbara Branch.

The data collected were analyzed using percentages.  Based on the above major findings include:-

1)      Time wasted in the bank is constituted by various things such as too many customers, and breakdown in the system, etc.

2)      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 systems.

4)      That there are benefits associated with the use of management information systems.

5)      That the bank would be able to keep and maintain records of various accounts and customer records as well as management and staff efficiency.

Based on these findings, the following recommendations are made:-

1)      To computer favorably, 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)      Customer satisfaction should be the topmost priority of the bank.

CHAPTER ONE

1.0     INTRODUCTION-Effective Customer Services Through Management Information System

1.1     BACKGROUND OF THE STUDY

The business world has been impacted by a variety of changes population has been growing rapidly; markets have been expanding often to the multinational level; customer expectations have been rising and expanding government demands have been multiplying social responsibility, ecological concern and public institutions have been growing.

As might expected, such changes are creating intensive competitive pressure, posing complex decision situations, and squeezing available resources organization have responded in various ways diversifying goods and services rearranging organizational structures.

Incorporating new technology participating a community action programs and last but not least reexamine information systems.

Development in information related equipment techniques and concepts collectively called information technology have been occurring at a breathtaking pace new version of computers terminals, and other devices are announced almost daily in business new techniques for solving business problems, based upon such disciplines as communications theory and operations research are described in various technical journals.

Many of these developments promise to improve the effectiveness of the information system and the quality of managerial decision making.

These changes and developments have both stimulated the need for more useful information and provided the means of attaining it.

Consequently, information systems are exhibiting varied and interesting effects. For instance, computers and related equipment are being applied to the collection, processing, and dissemination of information.

Decision models are being employed to organized data for decision-making reports that are being tailor-made for managers upon demand.

Other effects of an organizational nature are appearing, for instance, information system functions are being organized to manage information systems also, functional information systems are being installed alongside accounting and other  information systems eg personnel information systems.

Since each member of this combined group focuses on information for managerial decision-makers, the resulting combination is known as the management information system. The MS is an important portion of a firm’s communization eg banks’ overall information system.

A management information system is a system store and retires information and data, processes them, and presents them to management as information to be used in decision making. It must serve the basic functions of management which include planning, organizing, staffing, directing, and controlling.

Since the development of a management information system, there have been numerous challenges of business computers were brought in to solve the specific technological or organizational problems and their use was perfectly accepted.

It improves organization junctions and affects the basic structure and principle of the organization. As data manipulation and information are critical in the management of the organization, computers play a key role in storing, retrieving, and manipulating data they are essential in the operation of the organization.

1.2     STATEMENT OF THE PROBLEM

Despite the fact that management information systems with its varied and interesting effects (eg computers and related equipment) revolutionize management, provide answers to its problems and add a large new innovation to the organization yet a lot of banks are still ineffective in their operation.

1.3     PURPOSE OF THE STUDY

The purpose of this study is to discover a viable means by which management information systems improve customer service and growth in the banking industry.

Specifically, the study is to:

Examine the impact of the full application of management information systems.

Identify the extent to which management information system solve the ineffectiveness in banking operation

Determine how the varied effects (eg computer and related equipment by management information system affect the banking industry

1.4     SCOPE OF THE STUDY

The researcher focuses on commercial banks, especially on Eco Bank.

1.5     RESEARCH QUESTIONS

This study is to be guided by the following research questions:

to what extent will management information systems improve customer services in the banking industry?

To what extent will the efficient use of varied and interesting effects of management information systems improve customer services in the banking industry?

Will management information system render human skill obsolete

1.6     RESEARCH HYPOTHESIS

The following hypotheses were formulated and will be tested

Ho:    Management information systems will not improve customer services in the banking industry.

HI:     Management information system will improve customer services in the banking industry

Ho: The efficient use of varied and interesting effects of management information system will not improve customers’ service in the banking industry.

HI: Efficient use of varied and interesting effects of management information system will improve customer service in the banking industry

Ho: Banking industry has not applied and utilized the role of management information system and its varied and interesting effects to a significant extent

HI: The banking industry has not applied and utilized the role of management information system and its varied and interesting effects to a significant extent.

BIBLIOGRAPHY

Anyanwaokoro, M. (1999). Theory and Policy of Money and Banking,  Enugu, Nigeria: Hossana Publications.
Anyanwaokoro, M. (2001). Element, Practice, and Processes of Banking  Operations, Enugu, Nigeria: Hossana Publication.
Anyanwaokoro, M. (2006). Nigeria Banking Laws and Regulations, Enugu, Nigeria: Hossana Publication.
Clive, W. (2007). Academics Dictionary of Banking, New Delhi, India: Arrangement Academic New Delhi.
Omotayo, G. (2007). A Dictionary of Finance, West Bourne, England: West Bourne Business School.
Onwurah, A. (1998). Introduction to Academics Research Methods, Enugu,
Nigeria:  Gostak Printing and Pub. Co. Ltd.
Orjih, J. (1996). Element of Banking, Enugu, Nigeria: Rock Communication Publication.
Orjih, J. (1999). Business Research Methodology, Enugu, Nigeria: Metteson Publishers.
Akinuli, O. (1999). Information Technology in Business Industry, Operational Application, Problems, and Future Challenges. C.B.N Bullion, Vol. 56, P.A 7-24.
Edet, O. (2008). Electronic Banking in Banking Industries and its   Effects.  International Journal of Investment and Finance, Vol. 3, A.P 10-16.
Hodagho, E. (1996). Assessment of Risk Involved in the Payment System. A paper Presented at C.B.N Seminar on Payment System, Vol. 1, P.A 22- 46.
Suleiman, B. (2007). Report on the Survey of Developments in the e- payments and Service Products of Banking and other Financial    Institutions in Nigeria. Central Bank of Nigeria Library, P.A 6- 14.

CSN Team.

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