Organisational impact of information technology on the banking and insurance sector in Nigeria
Abstract The importance of information technology (IT) in the modern day business transaction cannot be over-emphasised. The impact assessment of the technology on any business is expedient so as to objectively determine its influence on a specific aspect of the organisation. This study therefore assessed the organisational impact of IT on some banks and insurance firms in Nigeria. Eight leading commercial banks and six highly rated insurance firms which have branches in Lagos, the commercial nerve centre of Nigeria, and two other important state capitals, were selected for this study. Data were obtained from both the customers and workers at the banks and insurance firms. The data were analysed using percentage and five-point Likert scale to objectively determine the local and global impacts of IT on the banks and insurance firms. The local impact criteria considered are: time savings, error rate reduction, enhanced management decision making, and improved service delivery. On the 5-point likert scale, there was positive impact on IT on the local criteria in the mean range of 1–3 at Lagos and Ibadan with Osogbo having a mean in the range of 3–5 which indicates otherwise. Also, the calculated mean of the IT impact on global criteria such as competitive advantage, high revenue generation, market segmentation and forecasting are in the range of 1–3 for all sampled cites. The study also revealed that there was positive impact of IT on both the induced local and global criteria. The induced local impact criteria identified are competitive advantage, market segmentation, high revenue generation, and forecasting while development of business niche, increased market share and network insecurity constituted the induced global impact criteria.
THE EFFECT OF ELECTRONIC PAYMENT ON CUSTOMER SERVICE DELIVERY IN NIGERIAN BANKS Fenuga, O. J.
This study investigated the effect of electronic payment on customer service delivery, as brought about by problem of satisfying customers need in Nigerian banks. To achieve this, four commercial banks (United Bank for Africa, First bank, Zenith bank and Intercontinental bank) in Nigeria were studied. The study design is a survey, which focused on the population of the four selected commercial banks in Nigeria. One hundred respondents were stratified proportionately amongst customers of the selected banks with the aid of questionnaire randomly administered. Chi-square and regression analysis were employed in testing whether there is significant relationship between the level of automation banking services and improvement in delivery of services to their numerous customers in Nigeria. The study concludes that electronic payment has significant impact on the services render by the banking industry in Nigeria thereby improves customer service delivery, better management efficiency, increased profit, customer
Price and Value of Decision Support Systems
A two-dimensional framework for Decision Support Systems (DSS) cost-benefit analysis is proposed. One dimension reflects the degree to which the supported decision is structured, the level of managerial activity, the level of uncertainty and the source of information used, while the second dimension classifies DSS based on the phase of the supported decision according to Simon’s model for the decision-making process. The review of the current literature reconciles some of the contr#dictory findings in the DSS cost-benefit literature, and shows that the adequacy of the valuation method depends on the attributes of the system. The main DSS valuation issues are identified, and the paper discusses the potential gap between price (determined by estimated costs or the market) and the value (which is subjective). The magnitude of this gap is found to be correlated with the extent to which the supported decisions are structured.