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ABSTRACT
This research work examines the impact of information and communication technology on quality of service delivery in Nigerian banking industry (A case study of First Bank Benin City). The objectives of this study are to identify: the degree of the use information and communication technology in the banking sector; the level of improvement in service quality as a result of Information and communication technology to the growth of the banking sector and the use of Information and communication technology enhances efficiency in the banking sector. Data for this study was obtained with the use of questionnaire and presented with simple percentage. The hypotheses were tested with ordinary least square regression. From the findings, it was discovered that: there is significant relationship between the high use of using Information and communication technology and service delivery in the banking sector; the use of Information and communication technology has improved the quality of service delivery in the banking sector; and the use of Information and communication technology enhances efficiency in the banking sector. Therefore it is recommended that: there should be a good Information and Communication Technology (ICT) system in banking industry so as to as to improve the quality of services; banks should employ IT professionals that would monitor and fix the system when the need arises and banks should continually invest on their Information and Communication Technology in order to earn customers loyalty through better services.
