The Role of Information and Communication Technology on Customer Service Delivery and Organizational Performance in First Bank of Nigeria Damaturu Branch

Abstract

This research investigates the significant role of information technology in customer service delivery and organizational performance in first Bank of Nigeria Damaturu Branch. The research adopt multi- stage random sampling techniques to selected 112 respondents from the three (3) units of the bank namely top management unit, middle level managers, lower level workers of the Bank and its customers. One-sample T-test and simple frequency percentage tables were used for data analysis. The research revealed that most customers hardly use online services in their engagement with the First Bank of Nigerian Damaturu Branch even with the level of awareness created which depicts a low level business relationship. Thus, the research found out that many of the banking industries experienced high level of performance into investment and adaptation of information technology. This research recommends that Banking administrators and regulators at all levels should gather relevant information as regards factors that may assist in contributing meaningfully to the usefulness of IT in effective service delivery. They should also undertake optimal investment in IT, provide quality service delivery to customers and regularly evaluate IT usage in every unit of Bank in order to take appropriate strategic decisions capable of enhancing firm performance, Regulators should develop a regulatory framework that has the capability to regularly monitor and tackle the incidence of poor quality service delivery.