COMPUTERISATION OF BANKING SERVICES LIMITATIONS AND PROSPECTS A CASE STUDY OF UNITED BANK FOR AFRICA PLC (UBA PLC) LAGOS

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Date
1992-12
Authors
AHMED, GLADYS OBIAGELI
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Abstract
Computer prospect are very bright in the banking industry as a tool to facilitate banking services for their customers. In Nigeria, it is unfortunate that the powers and benefits of computerisation is yet to be exploited. Customer satisfaction in service environment has not fully utilised the facilities and computers available within this context. Little did the researcher know that computer usage in the banks is in shamble and seriously under utilised with particular reference to UBA PLC, Lagos. The bank is engulfed with numerous problems which hinders effective use of the equipment to increase efficiency and productivity in their operations. UBA PLC have to really, stand-up on their feet to improve on quality of customer service, because some of the banks customers especially the individual depositors do not see appreciable impact on the use of computer to the banks. In order to improve on Customer services efforts should be made to address the issue of man power resources, - software, power failure and maintenance of the equipment. United Bank for Africa, UBA PLC, as one of the Top tree with its numerous customers both corporate and individual bodies can afford to maintain computer hardware system. The banking service is automation and not manual. So for the bank to operate effectively in order to meet the customer demand, these machines ought to be put in shape without minding the course. It is just like a farmer going to the farm without his tools he cannot perform at all. Despite its efforts to satisfy its numerous customers with the creation of corporate branch office, and express service delivery, the problem of queue still exist. These group of customers, corporate customers form part of the heavy savers. Express service delivery is given to customers not from corporate branch in order to ease the queue when they come to withdraw huge amount. He is given the priority to cash his money with special attention in order for the cashier to authenticate the signature and at the same time lessen the queue for low savers. A seperate counter is given to a customer to counter his huge some say N10,000 and above to reduce the waiting time of customers. United Bank for Africa UBA, should go beyond data processing where they so much batch process for computer print outs which provide information to the branches at the beginning of the day for the cashier to know the customer outstanding balance. They should embrace Network system, On-Line-Real-Time, in order to stand and face the challenge of competition new and competent banks when it comes to customer services. The products of electronic banking automated teller machine, ATM should be sort for to facilitate customer services. There is no way a bank can operate this ATM for express service without Network System. Here the customer transact the business alone without having a contact with the cashier. It operates 7 days in the week and 24 hours. Banks who use this facility enjoys the customer services.
Description
Being a project submitted to the Postgraduate School, Ahmadu Bello University Zaria, in partial fulfillment of the requirements for the Award of Master in Business Administration (M.B.A) Degree DEPARTMENT OF BUSINESS ADMINISTRATION FACULTY OF ADMINISTRATION AHMADU BELLO UNIVERSITY ZARIA
Keywords
COMPUTERISATION,, BANKING,, SERVICES,, LIMITATIONS,, PROSPECTS,, CASE STUDY,, UNITED BANK FOR AFRICA,, LAGOS
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