|
|
| |
| Information Technology Management as a Determinant of the Satisfaction of Commercial Banks' Customers in Nigeria: An Empirical Analysis
Download PDF
|
JAKPA, Grace Ufuoma
|
Abstract:
This study examined whether information technology management is a major determinant of customers' satisfaction among publicly listed commercial banks in Nigeria. To do this, one hundred and twenty-four (124) questionnaires was administered to selected customers of commercial banks, out of which one hundred and twelve (112) were fully retrieved. Data obtained in the survey were analyzed via both descriptive and inferential statistical tools. The study via the regression result established that there is positive and significant relationship between information technology management and customers' satisfaction among commercial banks. The implication of the finding is that information technology management (efficiency in costs and service delivery) is a determinant of the satisfaction of commercial banks' customers. On the basis of the findings, it was recommended that organizations should embrace information technology management tools in order to have competitive advantage, efficiency in cost and service delivery to customers. Additionally, management of commercial banks should build in-house capacity to handle information technology policies and procedures that attempt to retain information technology staff and develop backup plans for customers.
|
|
|
| | |