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THE IMPACT OF INFORMATION TECHNOLOGY IN MARKETING PRODUCT AND SERVICES (A CASE STUDY OF ECO BANK ENUGU MAIN BRANCH)
This research work is an attempt to critically and exhaustively examine the pattern and functions of adaptation of information technology service and product industry. It is also aimed at making an in-depth analysis of how Eco Bank of Nigeria, Enugu has been to promote and improve information technology of the bank. The adaptation of information technology came as 19th centuries when the need to enhance the performance of our public sector service arose. Today, Information technology has gone to the stage that for management functions to be carried out, there must be practical use of information technology such as the use of computers in both planning and calculating problems. Again in the area of communication process, the introduction of global system mobile (GSM) has proved that our conformability depends widely on availability of technology system. This project is divided into five chapters; Chapter One is the background and need of the study, Chapter Two is the Literature review, Chapter Three is the research design and methodology, where I made use of primary and secondary sources of data collection, which involved personal interview of some of the staff, administering of questionnaires to respondents which were distributed randomly, data obtained from textbooks, journals of management science, information technology and the organizations manuals. The fourth chapter is based on presentation, analysis and interpretation of data, while the chapter five is the summary of findings, recommendations and conclusion. The total population size is 140, while the sample size is 104. Based on this discourse, it was found out that information technology reduced the waiting time of the customers at the counter, thus increasing the organizational efficiency.
1.1 BACKGROUND OF THE STUDY
Adaptation of Information Technology in Service and Product in Public Sector Organizations in Nigeria is characterized by many problems. Ottin (196:62) explained that every organization has way of generating, collecting, processing, storing, retrieving and using data. The system of doing this many either are informal or formal. As organization grows, they tend to change from an informal to formal approach of doing things. This is because as an organization grows large and becomes complex, it becomes extremely difficult for the manager to smoothly control the sub systems in the organization. This is more pervasive and prominent in divisional and centralized public sector organization where top executive ever actually see what goes on. This growth in size and complexity necessitates the shift for a formal system using memos, reports, operating statement, balancing sheets and programmes. The growth in size and complexity has also necessitated the use of computer as tool for organizational information system. To be effective on information technology must therefore fulfill two roles namely, as a data processing system as an information/decision support. Information technology has a very significant role for the survival of any organization.
Information is an organizational system in an organization and management solutions based on information technology to a challenge posed by the available to a management the accurate and timely data necessary to facilitate the organizations planning, controlling and operational functions to be carried out effectively. The system makes provision from information on the past, present and projected future and a relevant event inside and outside the organization Stoner, (1978:650), Kenne Van, (1970:62-64). To be information technology literate, managers must understand the broader organizations management and information technology dimensions of systems and their power to provide workable solutions to the organization challenge Loudon (1991:111) formal information technology can either be Computer Based Information System (CBS) in contrast rely on computer hardware and software technology to process and disseminate information.
From this point on, and in this study, when we use the term information system a as formal organizations are experiencing environments that are not only changing rapidly but in particular is increasing subject to sudden irregularities. As a result the sustained corporate success that extends over decades and continuous expansion have come to be a luxury enjoyed by few public sectors organization is a corporate entity and a product of the society. In view of this information technology has been extensively used by organization to improve services delivery.
However, the concept of using information as a strategic resource emerge when information technology significantly started altering the way public sector organizations complete and when substantial investments in information age, the capacity of an organization to effectively position itself as a consumer and producer of knowledge is critical to its social and economic development. As Jonson (1995:39) pointed out; despite the potential, there is a serious concern about the dimension of their application and use. Empirical evidence suggests that a lack of planned information technology strategy is a major impediment to organization in attaining its goals. It is therefore imperative to study organization in attaining its goals. It therefore imperative to study and understand the determinants of effective information technology and the level of public sector deliver.
1.2 STATEMENT OF THE PROBLEMS
It is lucid fact that many individuals are yet to understand the complexities involved in managing modern public sector organization while then are still some public sector organization whose management simple constitutes of controlling the employees to achieve work delivering and objectives. The managers of many organizations today require the ability to deal with complex problems requiring sophisticated systems of modes, techniques, equipments and installation.
Ottih (Op. Cit. 102) public sector organization has grown markedly in size and scope of operations. The environments in which they operate have similarly become very turbulent. These two factors have jointly increased the magnitude of management information needs. This explains the fact that, as system grows in scope of operations, higher levels of coordination demands are placed upon its management problems abound in any organization especially in the banking industry. This emanated from the organization efforts to remain in operation and complete favourable with similar existing aims. In this regards this to critical example the adaptation of information technology in service delivery in public sector organization.
The major problems faced by public sector organization in respect of information technology includes the following: breakdown in communication network, here you identify inadequate channel, poor information dissemination and lack of freedom of expression; lack of appropriate planning, will define management objectives, difficult in assessing tangible benefits, personnel problem, inadequate training, lack of appropriate technical staff, budgeting constraints, maintenance of existing equipment leaves must be desired e.t.c.
1.3 OBJECTIVES OF THE STUDY
The purpose of this study is investigating the service and product of information technology in public sector organizations and its success to organizations in Nigeria especially in the banking sector. The concrete and specific purposes of this research work are as follows:-
- To determine the benefits that is derived from the development sign and implementation of computer based management information systems in Nigeria public sector organization.
- To investigate the information needs that is relevant to planning organizing, staffing, directing or controlling.
- To diagnose the problem inherent in implementation of a computer based management. Information system on public sector organization.
- To measure organizational delivery using information technology.
This study is based on path-goal theory: This theory talked about goal availability where by the employee believes their goal can only be attained through the instrumentality of the organization. The basic instrument here is computer based management information technology for an effective accomplishment of the organization goal.
1.4 RESEARCH QUESTIONS
The research questions focused on question concerning the observed problem, which is information technology and the service delivered of public sector organization, specifically the banking sector.
The broad research questions that emerged for this study are as follows:-
- How does information technology find what should be here?
- How does information technology enhance the daily reconciliation procedure in bank?
- What are the factors that affect information technology users?
1.5 SCOPE OF THE STUDY
For this study collection of relevant data based on adaptation of information technology in service delivery in public sector organizations in Nigeria as it affects Nigeria economy. The research covers only the public organization.
1.6 SIGNIFICANCE OF THE STUDY
Adaptation of information technology in service delivery in public sector organization in the case study will not only be of general theoretical benefit for academic purpose, but will also be of practical important to the case study, organizational and the various sectors of the economy at large on a wider spectrum. This study will provide an insight into t he roles aims, objectives, problems and prospect of information technology in public sector organization in Nigeria. The result be hopefully used to provide a better platform and sensitize the management of various organizations so as to enable them contribute meaningfully towards the objectives of the organization and the economic development of the country.
1.7 LIMITATIONS OF THE STUDY
The study suffered from the following limitations: Time, money and corruptive attitude of some respondents.
Time was one of the factors that limited the study. As a regular student who is expected to be in school daily, it was very difficult to frequently visit Eco Bank of Nigeria to conduct the research by distributing the questionnaire and conducting oral interviews..
Money was another factor that affected this research work. As a student, I find it difficult to raise sufficient fund for transport to these study locations. This gave rise to the cancelation of some appointments and research studies as should have been carried out.
Finally, some key respondents were sentimental in responding to the questions as they think they cannot attend to such questionnaires from a student who is inferior to their personality.
1.8 DEFINITION OF TERMS
C.B.S: Computer Based Information System
I.T: Information Technology; The study of use of electronic equipment; especially computer for storing, analyzing and communicating information.
G.S.M: Global System Mobile
C.B.N: Eco Bank of Nigeria