Browsing by Author "Anselme"

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    Information technology and performance of commercial banks in Uganda. A case study of Diamond Trust Bank (Main Branch)
    (Kampala International University, School of Computing and Information Technology, 2015-11) Bashamambire, Cikabakaba; Anselme
    This study entitled Information Technology and performance of Commercial Banks in Uganda was carried out from Diamond Trust Bank Kampala (MainBranch). The study was guided by four research objectives; to examine the nature of information technology at Diamond Trust Bank; to examine the challenges faced by commercial banks in using information technology at DTB; to examine the effect of information technology on service delivery and to establish the relationship between Information Technology and performance of commercial banks. A cross-sectional design was used to collect data from 62 respondents at Diamond Trust Bank who were selected randomly or purposively, and these included senior staff, middle workers and clients of the bank, using both quantitative and qualitative research methods of data collection, analysis and presentation. The study also reviewed existing documents regarding role of information in commercial banks for effective service delivery and customer satisfaction. The study found that Diamond Trust Bank had a variety of information equipment and these IT tools included Automated Teller Machines (ATMs) which use cards and Personal Identification Numbers (PIN) to access accounts and effect transactions. Other modern information technology used in the commercial banks included money counting machines, fake currency detectors, integrated security systems as well as computers and the accompanying accessories. The study also found that information technology is faced with various challenges in DTB, among which include inadequacy of the IT equipment like computers, A TMs and lack of technical-know-how in the use of the ITs. The study also found that there is positive strong relationship between the use of information technology and staff performance, work efficiency and customer satisfaction in commercial banks. The study concluded that information technology computer has greatly improved the accounting system of the organization. This has led to reliability and timeliness of reports produced by staff, which was a major problem in the past. The study recommended there is need to enrich the type of training being offered to both staff and clients of Diamond Trust Bank. This will help the users appreciate more the challenges they normally face while operating the IT system. The bank needs to redesign the IT system by upgrading it to modernity in order to make it a more meaningful monitoring tool to management in order to enhance service delivery among staff and customer satisfaction among clients. This study also revealed areas for further research which were not covered: Factors influencing adaptability to information technology among staff and clients of commercial banks, Effect of staff training in the use of information technology on staff performance in commercial banks, Personal characteristics and use of information technology in commercial banks.