INFORMATION AND COMMUNICATION TECHNOLOGY: IMPACT ON SERVICE DELIVERY AND FRAUD IN NIGERIAN BANKS

ABSTRACT

This study is to evaluate the impact of Information and Communication Technology (ICT) on the service delivery and fraud in Nigeria Banks. The study examines: the nature of impact that investment in ICT has on the banks service delivery; the effect of ICT on the occurrence of fraud in the banking system; the influence on customer satisfaction and the impact of ICT on cashless economy. The survey research design was utilized in the study with an extensive relevance on primary data retrieved through a well structured likert scale questionnaire. The sample size of 143 respondents consisting of bank staff from selected banking institutions was used for the study. The Chi-square non-parametric statistics was employed as the method of data analysis. The findings of the study are that: investment in ICT by banks has impacted positively on service delivery and that the implementation of ICT has enhanced the quality of customer satisfaction in addition to reducing the incidence of fraud in Nigeria Banks and finally, it revealed that cashless economy is dependent on ICT. The study recommends that banks should focus on building effective security structures around their ICT service to ensure that it is almost impossible for fraud to be perpetrated electronically

KEYWORDS: Information and Communication Technology (ICT), Nigeria Banking System, Cashless Economy, Fraud, Service Delivery.