Information and Communication Technology as a Determinant of Organizational Performance: A Study of Banks in Delta/Edo States

Abstract

This study investigated information and communication technology (ICT) as determinant of organizational performance of selected commercial banks in Delta and Edo States, Nigeria. Cross-sectional survey design was used and one hundred and eighteen (118) questionnaires were administered to employees of four (4) commercial banks in Delta and Edo States. Data obtained were analyzed using descriptive, diagnostic and inferential statistical tools. The regression results indicated positive and significant relationship between information and communication technology usage and improvements in organizational performance in areas of enhanced quality of service delivery, productivity, and customers’ base. On the basis of the findings, it was recommended that commercial banks should expand the usage of information communication technology tools in their business processes in order to become more competitive and improve service delivery to customers, enhanced productivity and customers’ base. More importantly, commercial banks should strengthen their policies and procedures on information and communication technology targeted at retaining IT staff. Also, commercial banks should ensure an up-to-date training of IT staff to keep them abreast of current trends in the ICT environment.