ABSTRACT

This study evaluated the contribution of information, communication and technology (ICT) on banking performance. My main objective of the study is to ascertain whether the adoption of ICT in Zenith Bank has led to increase in the profitability of the Bank and to determine whether the adoption of ICT in Zenith Bank has led to improved customer services. I adopted Expo-factor Research design. Data was generated from responses from various respond ents which were distributed among respondents. It tried to determine whether the adoption of ICT in Zenith Banks had led to improved customers services. In pursuance of this, the chi-square mode was used. The method of data collection includes the primary and secondary data. My findings is that the adoption of ICT in Zenith Bank operations is positive and significant and that ICT application has positively and significantly improved the profits of Zenith Bank Plc. The Recommendations is that as the customer of organizational being, managers must ensure that they identify the need of customer and develop appropriate product/services to meet such needs. This is so because this study has shown that there is a strong relationship between the level of ICT and customer satisfaction. That is, if perceived quality of ICT is high and efficient in delivering high quality service, customers are bound to be satisfied, have a positive word-of-mouth about the organization, make more referrals, which may culminate to more profit for the bank and Evidently, ICT is at the core of customer satisfaction in the industry. That is to say, Bank customers are satisfied only when the services offered are effective and high through ICT deployment and utilization. The implication is that various banks transactions are conducted faster and more conveniently, customers services are upgraded, are made available worldwide.