The role of ICT in enhancing firms' performance evidence from CRDB Bank (T) Ltd.

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University of Dar es Salaam
The main objective of the study seeks is to assess the role of Information and Communication Technology (ICT) in enhancing firms' performance within the framework of service delivery effectiveness and productivity. Various stakeholders, including executive management, line managers, the ICT managers, audit and regulatory authorities, shareholders, suppliers and customers require better insight into whether ICT strategy and the operationalization of that strategy yield added value without generating unwarranted risks. This study was an exploratory one, the assessment looked upon in four basic perspectives. These are financial, customer, internal process and the learning & growth perspectives. The study uses a case study approach where by CRDB Bank Ltd was used as a case for analysis. The study employs random sampling of the respondents including top management, departmental managers and other staff members such as those from ICT and marketing departments of the bank who are affected by ICT. The results reveal the existence of positive relationship between development of ICT and firm performance. It then concludes that ICT helps organization in making accurate timely and proper decisions, which facilitate the attainment of Bank's objectives effectively as planned. To enhance performance as contributed by ICT it has been advised that, staff should be trained on the ICT for good performance, the network coverage may be extended to the international level, effective uses of website for communication with customers and practicing of auditing through the computer.
Performance technology, Personnel management, CRDB Bank Ltd, Firms performance, ICT, Tanzania
Kilango, A. A. (2004). The role of ICT in enhancing firms' performance evidence from CRDB Bank (T) Ltd. Masters dissertation, University of Dar es Salaam. Available at (