USING MANAGEMENT INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICES IN THE BANKING INDUSTRY (A CASE STUDY OF INTER-CONTINENT BANK)

ABSTRACT This research work was aimed at determining the extent to which the use of man agreement information system will improve customer services in inter-continental bank with much emphasis on the impact of computerization of its operations. 
A structured questionnaire made up of a little combination of dictatorship and open ended questions was developed and distributed to a total number of 97 employees comprising of both make and female employees of inter-continental bank 5 Okpara Avenue, Enugu. The data collected were analysed using percentages.  Based on the above major findings include:- 1)Time wasted in bank is constituted by various things such as, too many customers, and breakdown in the system etc. 2)That employing computer services will reduce time wasting. 3)That the activities of fraudsters as been the major set back of the use of management information system. 4)That there are benefits associated with the use of management information system. 5)That the bank would be able to keep and maintain records of various accounts and customers records as well as management and staff efficiency. Based on these findings, the following recommendations are made:- 1)To computer favourably, there should be a means by which new methods of operation is adopted. 2)There should be proper planning before introducing a computerization system. 3)Staff should be trained properly 4)Customers satisfaction should be the top most priority of the bank.
TABLE OF CONTENTS

Title page Approval page Dedication Acknowledgement Abstract Table of content List of table 
CHAPTER ONE 1.0Introduction 1.1Background of the study 1.2Statement of the problem  1.3Purpose of the study 1.4Research question 1.5Scope of the study 1.6Limitation of the study 1.7Significance of the study 1.8Definition of term Reference 
CHAPTER TWO 2.0Literature Review 2.1Brief history of banking in Nigeria 2.2Banking operation in Nigeria  2.3Origin of money 2.4Development of banking 2.5Account maintained by inter-continental trust bank 2.6Using management information system to improve customer service Reference 
CHAPTER THREE 3.0Research design and methodology 3.1Area of the study 3.2Population of the study 3.3Sample and sampling techniques 3.4Instrument of data collection 3.5Methods of data collection 3.6Method of data analysis  Reference 
CHAPTER FOUR 4.0Data presentation and analysis of data 4.1Summary of findings Reference
CHAPTER FIVE 5.0Discussion of result 5.1Discussions of result/findings 5.2Conclusions 5.3Recommendation 5.4Implication of the research findings 5.5Suggestion for further research Bibliography Appendix 1