Impact of IT investment on productivity in banking industry: a case of National Bank of Commerce (NBC) (T) Limited

The study was focused on the impact of IT investment on productivity in the banking industry. The data was collected through the use of structured questionnaires from staffs and their customers of NBC (T) Limited. The total number of staffs and their customers who responded to the questionnaire was 129 out of 140, the regression model was used to analyze. The finding of this study tested the hypothesis for each and determined that there is a positive effect of adoption of IT products and the need of quality of customer services. This means that the adoption of IT products services in the banking industry could close the gap between customer services expectation and the adoption of IT products in banking industry. The finding indicated that there is a correlation of IT investment and the need of productivity in banking industry. This means that the management has finding the right IT tools, set special training programs for every IT employee and has given a special treatment to IT section in terms of funding, maintenance and updating the systems, that’s why there is a contribution for productivity in banking industry when investing in IT. Also they planned and offered the products and quality services which the customers need. The findings indicated that there is a need of quality information provided by the banks; which has positive significant influence on IT. This means that the need for quality information provided by the banks has perceived positive influence on IT in terms of reliability, accuracy, relevance to the needs and availability.