Using Management Information System To Improve Customer Services And Growth In The Banking Industry

INTRODUCTION
BACKGROUND OF THE STUDY
The business world has been impacted by a variety of changes population have been growing rapidly; markets have been expanding often to the multinational level; customer expectations have been rising and expanding government demands have been multiplying social responsibility, ecological concern and public institutions have been growing. As might expected, such changes are creating intensive competitive pressure, posing complex decision situations and squeezing available resources organization have responded in various ways diversifying goods and services rearranging organizational structures. Incorporating new technology participating a community action programs and last but not least reexamine information systems.
Development in information related equipment techniques and concepts collectively called information technology have been occurring at a breathtaking pace new version of computers terminals, and other devices are announced almost daily in business new techniques for solving business problems, based upon such disciplines as communications theory and operations research are described in various technical journals. Many of these developments promise to improve the effectiveness of information system and the quality of managerial decision making.
These changes and developments have both stimulated the need for more useful information and provided the means of attaining it. Consequently information systems are exhibiting varied and interesting effects. For instance, computers and related equipment are being applied to the collection, processing and dissemination of information. Decision models are being employed to organized data for decision making reports are being tailor made for managers upon demand.
Other effects of an organizational nature are appearing, for instance information system functions are being organized to mange information system also, functional information system are being installed alongside accounting and other information systems eg personnel information systems.
Since each member of this combined group focuses upon information for managerial decision makers, he resulting combination is known as the management information system. The MS is an important portion of a firm’s communization eg banks overall information system.
Management information system is a system stores and retires information and data, processes them and presents them to management as information to be used in decision making. It must serve the basic functions of management which include planning, organizing, staffing, directing and controlling.
Since the development of management information system there have been numerous challenges of business computers were brought in to solve specifically technological or organizational problem and their use was perfectly accepted. It improves organization junctions and affect the basic structure and principle of the organization. As data manipulation and information are critical in the management of organization, computers play a key role in storing, retrieving and manipulating of data they are essential in operation of the organization.

1.2 STATEMENT OF THE PROBLEM
Despite the fact that management information system with its varied and interesting affects (eg computers and related equipment) revolutionalize management, provide answers to its problems and add a large new innovation to the organization yet a lot of banks are still ineffective in their operation.

1.3 PURPOSE OF THE STUDY
The purpose of this study is to discover a viable means by which management information system improve customers service and growth in banking industry.

Specifically, the study is to:
(a) Examine the impact of full application of management information system.
(b) Identify the extent to which management information system solve the ineffectiveness in banking operation
(c) Determine how the varied effects (eg computer and related equipment by management information system affect banking industry

1.4 SCOPE OF THE STUDY
The researcher focus on commercial banks especially on inter-continental bank.

1.5 RESEARCH QUESTIONS
This study is to be guided by the following research questions:
i) to what extent will management information system improve customer services in the banking industry?
ii) To what extent will the efficient use of varied and interesting effects of management information system improve customer services in the banking industry?
iii) To what extent will management information system help banking and industry see beyond the temporary changes and handle the ineffectiveness of their operation.
iv) Will management information system render human skill obsolete

1.6 RESEARCH HYPOTHESIS
The following hypothesis were formulated and will be tested
Ho: Management information system will not improve customer services in the banking industry.

HI: Management information system will improve customer services in the banking industry

Ho: Efficient use of varied and interesting effects of management information system will not improve customers service in the banking industry.

HI: Efficient use of varied and interesting effects of management information system will improve customer service in the banking industry

Ho: Banking industry has not applied and utilized the role of management information system and its varied and interesting effects to a significant extent

HI: Banking industry has not applied and utilized the role of management information system and its varied and interesting effects to a significant extent.

1.7 SIGNIFICANCE OF THE STUDY
From the result of the study, the extent to which management information system techniques have been utilized int eh banking industry and how far this has affected the overall performance of the bank will be determined.

It is expected that the result of the study will enable the banking industry in particular inter-continental bank to achieve it’s desired objectives (customer satisfaction).

1.8 LIMITATION OF THE STUDY
While carrying out the study of the researcher encountered several difficulties.
(1) Transportation: The delays encountered trying to reach the banks in session in several occasion failed as a result of non-availability of transportation
(2) Finance: The researcher found it difficult to raise sufficient money needed in the early stage of this research.
(3) Time Factor: The research relied much on hired personnel during distribution and collection of questionnaires due to some official engagements.
In addition some questionnaires sent by poor to respondents in the above banks were not responded to and those who responded left vital information unanswered.

1.9 DEFINITION OF TERMS
(1) Management information system: It is a system that stores and retrieves information and data, processes them and present them to management as information to be used in decision making.
(2) Revolution: Radical change
(3) Innovation: Introduction of a new method
(4) Effective: Producing the intended result
(5) Efficient: Satisfactory result