Managing Information Communication Technology for Optimal Service Delivery in the Banking Industry: A Study of Agricultural Development Bank, Tumu Branch

Abstract

This study assesses the relevance of Information Communication Technology for optimal service delivery by the Tumu branch of the Agricultural Development Bank in Ghana. The study was motivated by the frequent criticism of the bank for poor quality service delivery such as delays in transaction and numerous link failures. Semi-structured questionnaire, interview and observation were employed to collect data from 126 respondents consisting of 6 staff from the bank and 120 customers, out of a customer population of 4,544 of the branch as at 28^th February, 2013. This sample was drawn using purposive and simple random sampling procedures. Rust and Oliver Three-Component Service Quality Model and descriptive statistics were employed in the data analysis. The results indicated that the branch is fully computerized as well as the work processes automated. It was further revealed that the bank provides electronic banking products and services such as QuicAlert, QuicNet, QuicStatement and Smart cards. Among the challenges discovered by the study were frequent link failures, low speed connectivity and lack of customer awareness of electronic banking products. The study equally revealed that the bank has electronic banking products and services that have positive impact on the customers in terms of convenience, long hour services, and cost effectiveness among others. Among the impact of Information Communication Technology on the bank were: fast transfers of money, ability to store and retrieve data and greater work output. The study recommends customer education and e-banking services promotion towards improving the service quality of the bank and network upgrading to ensure consistent and speedy connectivity.

Keywords: ICT, Products and Services, Optimal Service Delivery, ADB, Tumu, Descriptive Statistics, Rust and Oliver Three-Component Service Quality Model.