EMPLOYEE PERCEPTION ON INFORMATION AND COMMUNICATION TECHNOLOGY PRACTICES IN CO-OPERATIVE BANK

This study focus on effects of Information and Communication Technology (ICT) practices on customer service delivery in Co-Operative Bank (CB Bank). The major objectives of this study are to identify the ICT practices and analyze the effects of ICT practices in CB Bank’s customer service delivery. One hundred and forty two bank staffs from the four branches and one is Head office of CB bank are requested to fill predetermined questionnaires to analyze their satisfaction of their bank services offered to customers by using ICT. Most of the employees agree that CB bank use international banking system and ICT practices are positive effect of their banking working performance and ICT practices are the most important role in their daily bank operation process. A questionnaire survey is conducted to bank staffs’ satisfactions based on four key areas are new core banking software, electronic mobile devices, e-banking transactions and services offered by bank employees. From the analysis carried in all four parts studied. Base on the result of analysis, ICT have positive affect and increases on employee satisfaction and employees’ job satisfaction has positive relationship with customer service delivery. Therefore, CB Bank can effectively attract and maintain its customer by its ICT. E-banking really supports e-banking operation activities in time. The result indicates that ICT efficiency has a significant effect on the bank productivity and performance of the CB Bank customer service delivery. However, CB Bank is needed to manage in the area of new Core Banking software to improve the quality of customer services delivery and to attract more customers. ICT should more promote technical skills, should more speed up banker’s operation processes and more increase the bank’s productivity