THE IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMERS SERVICE DELIVERY (A CASE STUDY OF UBA UYO)
TABLE OF CONTENTS
CHAPTER ONE
INTRODUCTION
1.1 Background of the study - - - - - - 1
1.2 Statement of Problem - - - - - - - 7
1.3 Objective of the study - - - - - - - 9
- Research Questions - - - - - - - 10
1.5 Statement of Hypothesis - - - - - - 11
1.6 Significance of the Study - - - - - - 11
1.6 Scope of the study - - - - - - - 12
1.7 Definition of terms - - - - - - - 12
CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction - - - - - - - - 18
2.2 Conceptual Framework212.2.1 Information Technology
and the Common Banking Products - - - - 35
2.3 Theoretical Framework - - - - - - 39
2.4 Empirical Literature Review - - - - - 45
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Introduction - - - - - - - - 56
3.2 Area of the study - - - - - - - 56
3.3 Population and Sample Size of Study - - - - 56
3.4 Sources of Data - - - - - - - - 57
3.5 Method of Data Analysis - - - - - - 57
3.5.1 Test of Hypotheses and Inference - - - - - 57
3.5.2 Decision Rule and Justification - - - - - 58
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
4.1 Introduction - - - - - - - - 59
4.2 Analysis of Respondent’s Demographic Variables - - 60
4.3 Data Analysis - - - - - - - - 63
4.4 Test of Hypothesis - - - - - - - 69
4.4 Summary of Findings - - - - - - - 70
4.5 Discussing of Finding - - - - - - - 71
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 Summary - - - - - - - - - 73
5.2 Conclusion - - - - - - - - - 74
5.3 Limitations of the Study - - - - - - 76
5.3 Recommendations - - - - - - - 76
Bibliography - - - - - - - - - 81
Appendix I - - - - - - - - - - 82
Appendix II - - - - - - - - - 83