INFORMATION COMMUNICATION TECHNOLOGY AND CUSTOMER SATISFACTION IN BANKING INDUSTRY (A CASE STUDY OF UNITED BANK FOR AFRICA)

ABSTRACT

This research work examines the Relationship between the Information and Communication Technology and Customer Satisfaction in Banking Industry. The objectives of this study are to examine: the extent to which information and communication technology has improved the quality of services in UBA, Benin City; how effective banking in UBA Benin City been from the point op view of the customers since the introduction of information and communication technology; if ICT has enhanced customers loyalty in UBA, Benin City; and if ICT has enhanced customers satisfaction in UBA, Benin City. Data for this study was obtained with the questionnaire and presented with simple percentage, the data was analysed with ordinary least square regression (OLS). From the findings, it was discovered that there is a significant relationship between ICT and quality of service delivery in UBA, Benin City; there is a significant relationship between ICT and effectiveness in UBA, Benin City; there is significant relationship between ICT and customers loyalty in UBA, Benin City and there is a significant relationship between ICT and customers satisfaction in UBA, Benin City. Therefore it is recommended that the banks should have a security system in place that would guide against cyber fraud in the banking industry and that there should be seminars and workshop organized by banks to effectively train its workers on how to use ICT facilities effectively.