Assessment of the extent of information and communication technology (ICT) improvement of performance and efficiency in the banking sector: a case study of the national micro-finance bank (NMB), Dar es Salaam.
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Date
2003
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University of Dar es Salaam
Abstract
This study examined the extent of ICT usage and application in banking institutions and the extent to which ICT has improved efficiency and performance in the National Microfinance Bank- (NMB). The study was conducted in Dar es Salaam region. Combinations of methods were used to collect data for this survey includes a questionnaire, face-to-face interviews and observations. Major findings of this study revealed that computerization has improved performance, efficiency and record keeping including fast access to customer information and its retrieval to some extent. However, findings also revealed that NMB has inadequate IT facilities particularly in its branches, only a few staff are computer literate and are familiar with banking software applications. Similarly, findings revealed that NMB lacks technical service support and business is affected by frequent power failures and power interruptions. Based on the findings, it is recommended that National Micro-finance Bank (NMB) should identify critical training needs and invest in the training of its staff to ensure they have relevant and up to date IT skills and knowledge about relevant software applications in order to cope with technological changes and competition. Furthermore, the NMB should invest in ICT hardware and software applications for its branches rather than concentrating on the headquarters. This would also allow its branches to be more competitive. Finally, areas for future research are also proposed.
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Keywords
Banks and banking, Electronic data processing, Automated bank teller, Information communication technology, Dar es Salaam, National Microfinance Bank (NMB)
Citation
Chande, R. F. (2003). Assessment of the extent of information and communication technology (ICT) improvement of performance and efficiency in the banking sector: a case study of the national micro-finance bank (NMB), Dar es Salaam. Masters dissertation, University of Dar es Salaam. Available at (http://41.86.178.3/internetserver3.1.2/search.aspx?formtype=advanced)