Impact of Ict on the Banking Industry a Case Study on First Capital Plus
ABSTRACT
The study is a comprehensive evaluation of the impact of ICT on the banking industry (a case study of FIRST CAPITAL PLUS). Three categories of variables that relate to the adoption and implementation of information technology devices were used for the study. These include the nature and degree of adoption of innovative technologies, degree of utilization of the identified technologies, and the impact of the adoption of ICT devices on banks operation. These developments in technology have resulted in new delivery channels for banking products and services such as Automated Teller Machines (ATMs), Telephone Banking, Speed Banking, and Electronic Funds Transfer at Point of Sale. This study evaluates the views of banking customers regarding the effects of technological innovations on banking services in Ghana. The main research instruments used are questionnaire and personal interview with customers of the bank, using qualitative method to analyze the data collected. The study revealed that Information Technology has been the main driving force of competition in the banking industry and the results of the study generally indicate that, technological innovation has contributed positively to the provision of quality banking services. However, there are some challenges which need to be addressed.
Keywords: IT (Information Technology), First Capital Plus, Electronic delivery Channels.
Introduction
In Sub-Saharan Africa, developments in information and communication technology are radically changing the way business is done. The usage of information technology (IT), broadly referring to computers and peripheral equipment, has seen tremendous growth in service industries in the recent past. The most obvious example is perhaps the banking industry, where through the introduction of IT related products in internet banking, electronic payments, security investments, information exchanges (Berger, 2003), banks now can provide more diverse services to
The study is a comprehensive evaluation of the impact of ICT on the banking industry (a case study of FIRST CAPITAL PLUS). Three categories of variables that relate to the adoption and implementation of information technology devices were used for the study. These include the nature and degree of adoption of innovative technologies, degree of utilization of the identified technologies, and the impact of the adoption of ICT devices on banks operation. These developments in technology have resulted in new delivery channels for banking products and services such as Automated Teller Machines (ATMs), Telephone Banking, Speed Banking, and Electronic Funds Transfer at Point of Sale. This study evaluates the views of banking customers regarding the effects of technological innovations on banking services in Ghana. The main research instruments used are questionnaire and personal interview with customers of the bank, using qualitative method to analyze the data collected. The study revealed that Information Technology has been the main driving force of competition in the banking industry and the results of the study generally indicate that, technological innovation has contributed positively to the provision of quality banking services. However, there are some challenges which need to be addressed.
Keywords: IT (Information Technology), First Capital Plus, Electronic delivery Channels.
Introduction
In Sub-Saharan Africa, developments in information and communication technology are radically changing the way business is done. The usage of information technology (IT), broadly referring to computers and peripheral equipment, has seen tremendous growth in service industries in the recent past. The most obvious example is perhaps the banking industry, where through the introduction of IT related products in internet banking, electronic payments, security investments, information exchanges (Berger, 2003), banks now can provide more diverse services to
References: 1. Alu, A. O. (2000). Effects of Information Technology on Customer Services in the Banking Industry in Nigeria. 2. Balachandher Krishnan Guru, Santha Vaithilingam, Norhazlin Ismail, and Rajendra Prasad, (2001) “Electronic Banking in Malaysia: A Note on Evolution of Services and Consumer Reactions” 3 4. Coombs, R., Saviotti, P. and Walsh, V. (1987) Economics and Technological Change, Macmillan: London 5. Essinger, James, (1999) “The Virtual Banking Revolution”. The Customer, the Bank and the Future. 1st ed., International Thomson Business Press, London, UK. 6. Hunter, William C. and Stephen G. Timme (1991), “Technological Change in Large Commercial Banks.” 64, no. 3 Journal of Business. 331-362. 7. Idowu, P. A., A. O. Alu, E. R. Adagunodo (2002), The Effect of Information Technology on the Growth of the Banking Industry in Nigeria. 8. Ige, O. (1995), Informtion Technology in a De-regulated Telecommunications Envornment, Keynote address, INFOTECH 95, First International Conference on Information Technology Management, Lagos, November 16-17. 9. “Internet Banking Handbook” Federal Reserve Board of Chicago’s Office of the Comptroller of the Currency (OCC), (2001). 10. Leow, Hock Bee (1999), "New Distribution Channels in banking Services." Banker’s Journal Malaysia, No.110, June 1999, p.48-56. 11. Rose, Peter S., (1999) “Commercial Bank Management”, 4th ed., Irwin/McGraw-Hill, Boston, USA. 12. Yasuharu UKAI (2003), The Effects of Information System Investment in Banking Industry.