Abstract
This research study aims to provide an analysis on the relationship between Information and Communication Technology (ICT) usage and overall performance of bank branches done from a perspective of a leading commercial bank in Sri Lanka. Most of the banks in Sri Lanka are geared for comprehensive banking solutions with extensive branch networks. Empirical data collection was done in the year 2008 and analyzed with the theoretical data. A sample of 18 branches was selected using the non-probability sampling technique. Perceptions of branch managers, staff members and customers were collected using a survey method. All 18 branches selected are of an equivalent grade according to the grading set by the bank. Three types of questionnaires were designed for branch managers, branch staff and customers. Both structured and semi structured questions were included in the questionnaires with 5 point and 4 point likert scale. Data analysis was done using bivariate correlation and linear regression. Pearson's correlation coefficient was used to measure the linear relationship between variables. The analysis revealed that ICT usage has a positive linear relationship with financial performance and quality performance of bank branches. Bank branch performance was found to have a correlation with factors such as staff attitude towards ICT usage, ICT literacy level of branch staff and scope and complexity of the ICT applications. Index Terms: Bank branch performance, Benchmarking, Decision making units, Financial Performance, ICT literacy level, Information and communication technology usage, Quality Performance. DOI: 10.4038/icter.v2i2.1386 The International Journal on Advances in ICT for Emerging Regions 2009 02 (02): 29-37
Highlights
The analysis revealed that Information and Communication Technology (ICT) usage has a positive linear relationship with financial performance and quality performance of bank branches
ICT literacy level of the decision makers has a huge impact on the total customer satisfaction and thereby achieving growth in performance
With respect to a leading commercial bank in Sri Lanka, this study attempts to measure the impact of ICT usage on bank branch performance
Summary
Information and Communication Technology (ICT) is fast becoming a dynamic channel that drives the Sri Lankan economy. The availability and usage of adequate ICT skills are important factors, which influence the competitiveness among commercial banks in this era of e-Economy. There is a qualitative and quantitative imbalance in the supply of skilled labor It depends on the demographic factors, business cycles and rapid technological advancements taking place around us. The answers to these questions would be to have employees fluent in digital language and people who are innovative and creative. They should be capable in introducing new banking products and understanding the future banking needs of our society. This research provides information to the stakeholders of commercial banks to allocate required funds for the much-needed ICT training on employees. ICT literacy level of the decision makers has a huge impact on the total customer satisfaction and thereby achieving growth in performance
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