CHAPTER ONE

INTRODUCTION

1.1              BACKGROUND OF THE STUDY

At the start, in business and other organization, internal reporting was made manually and only periodically as a by-product of the accounting system and with some additional statistics and gave unlimited, and delayed information on management performances.  In their infancy, business computers were used for the practical business of computing the payroll and keeping track of account payable and account receivable.  As applications were developed that provided managers with information  about sales, inventories and other data that would help in managing the enterprises, the term “Management Information System (MIS) arose to describe these kind of application.  Today, the term is used broadly in a number contexts and includes (but not limited to) decision support system, resources and peoples management and data based retrieval applicable.

Management Information System (MIS) is a subject of the overall internal control of a business covering the application of people, documents and technologies. It is an information, collection and analysis system, usually computerized, that facilities access to program and participant information. It is usually design and used for administrative purpose.

According to Philip K, etal (2006) management information system consist of people, equipment and procedures to gather, sort, analyze, evaluate and distribute needed, timely and accurate information to management decision maters.

It is based on this computerized system that managers in banking industry tend to improve the services they rendered to the customers.  The world as a whole has become a global village as a result of information technology and in a bid to adapt to the constant changes with, made of operation in order to keep abreast with the current practice and to effectively face the constant changes experienced in business.

The changes and challenges go in line with the dynamic nature of the business environment which is the key determination factor of the success and failure of and any business.  In the light of this dynamic nature of business, customers have a lot of expectation from banks in the way they render their services.  The growing expectations prompt the banking industry into the role of management information system to smoothen their performance and improving services they render to their customers.

Today, there are a lot of challenges, in the banking industry characterize by constant changes in customer needs as well as completion achieving or being the major controller of customers patronage in the entire banking industry. 

Thus, in a bid, to compete favourable and effectively some banks have to adopt new method of operation currently practically all over the world.  Within their wider world.  Mankind has found himself entrapped in what is regarded as computer in diverse area of human endeavour.  Due to computer network, on-line information electronic banking and fund transfer services, it is easy for to transact bank business including cashing of money.  In mot banks, customer spends almost the whole of the working hours / day in order to collect their money.

However, if such bank computerized their services, it, will not take them much time to render service to their customers, thereby, reducing the man-hour wasted by personnel and enhances productivity.

In managing information System (MIS) the  use of computer in performance administration function enhances creation of files in the computer memory such as account balanced sheet and security reports files there is no doubt the banking industry would have a perfect control of their business without paying too higher premium in terms of time.  With the computerized analysis and presentation of the information in these files.

Planning in any organization is the availability of adequate and accurate information.  Therefore, organizing a raw diverse data in such as way as to present itself in an easy decision taken, would involve the processing of these raw data in an effects and efficient means of performing this exercise is through the use of computer based management Information System, which contains the operational data based management system to ensure that records are kept up to data, and made available on demand to those who need then for planning and operational purposes.

Therefore, for any corporate organization or industries like the banking industry to be effectively and successfully in their operation, there must be availability of adequate and reliable information about their customers, what they need and how to satisfy this need.  Lack of effective management has led to the collapsing of some banks in the country. 

Despite the awareness availability of Management Information System (MIS), there are still some lapses as regards to the quality of service some banks render to their customer such as time wasting delay in sorting out customers data, inability to access customer breakdown etc.

Consequently, based on the problem, the researcher is motivated to examine the extent to which the role of Management Information System (MIS) can be used in improving customers services in the banking industry with emphasis on United Bank for Africa plc, Enugu.

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