The impact of information technology on customer service delivery: a case on bank of africa.
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Date
2023
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KNUST
Abstract
Information technology has made tremendous impact in the world of work, anything that was done in a conventional manner has been automated or digitized. The study is on the impact of information technology on customer service delivery. The research goal was to examine the relationship between cloud computing and of customer service delivery in bank of Africa, to assess the impact of electronic banking on customer service delivery in bank of Africa and to determine the impact of information technology on the perceptions customers in the banking sector. The study hired the descriptive research design in combination with the quantitative research method for the study. The study further hired the questionnaire to gain information for the research. The spss was used for data analysis. The findings of the research showed that there is a relationship among cloud computing and customer service delivery. The change in cloud computing will cause an increase in customer service delivery. There is a relationship between electronic banking and customer service delivery. A change in electronic banking will cause a change in customer service delivery. A change in information technology will generate a change in perception of customers in the banking sector. It was demonstrated that there is an impact on information technology on perception of generation in the banking sector. The study concluded that the impact of information technology on customer service delivery has been profound and transformative. The integration of advanced technologies has revolutionized how businesses interact with their customers, enhancing the overall customer experience and redefining service standards
Description
A thesis submitted to the department of marketing and corporate strategy of the school of business, Kwame Nkrumah university of science and technology, Kumasi in partial fulfilment of the requirements for award of masters of science marketing.