Since 2014
The Impact of Information and Communication Technology on Banks’ Performance and Customer Service Delivery in the Banking Industry
The International Journal of Latest Trends in Finance and Economic Sciences
View Archive Info| Field | Value | |
| Title |
The Impact of Information and Communication Technology on Banks’ Performance and Customer Service Delivery in the Banking Industry
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| Creator |
ABUBAKAR, ALIYU ALHAJI
Tasmin, Rosmaini Bin HJ; Department of Technology Management, Faculty of Technology Management, Business and Entrepreneurship |
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| Description |
Information and communication technology has become the heart of banking sector, while banking industry is a heart of every robust economy, if it collapses so will the economy and it is absolutely evident from current recession in European banks crises, and in turn. The effect of globalisation, competition and innovation in the banking industry by its providers to offer their services makes it essential to understand how various aspects of consumer behaviour affect the innovation and respond to customer service delivery. Within this context this paper has undergone a critical literature review of previous researchers with an objective to examine the impact of Information and Communication Technology on Banks performance and customer service delivery, this paper also consists of a critical review of peer reviewed, scholarly and organizational literature regarding the impact of ICT on banks’ performance to examine if banks have successfully achieved effective customer’s service delivery, by providing high level of customer service through online delivery channel, besides operating cost minimization and revenue maximization.
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| Publisher |
International Journal of Latest Trends in Finance and Economic Sciences
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| Contributor |
—
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| Date |
2012-03-30
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| Type |
—
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| Format |
application/pdf
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| Identifier |
http://ojs.excelingtech.co.uk/index.php/IJLTFES/article/view/402
10.2047/ijltfes.v2i1.402 |
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| Source |
International Journal of Latest Trends in Finance and Economic Sciences; Vol 2, No 1 (2012): March
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| Language |
en
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| Rights |
The copyright of the contribution is transferred to IJLTFES in case of acceptance. The copyright transfer covers the exclusive right to reproduce and distribute the contribution, including reprints, translations, photographic reproductions, microform, electronic form, or any other reproductions of similar nature. The Author may publish his/her contribution on his/her personal Web page provided that he/she creates a link to the mentioned volume of IJLTFES. The Author may not publish his/her contribution anywhere else without the prior written permission of the publisher unless it has been changed substantially. The Author warrants that his/her contribution is original, except for such excerpts from copyrighted works as may be included with the permission of the copyright holder and author thereof, that it contains no libellous statements, and does not infringe on any copyright, trademark, patent, statutory right, or propriety right of others. The Author also agrees for and accepts responsibility for releasing this material on behalf of any and all co-authors.
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