Chapter one

Introduction

1.1 Background to the Study                           

In the 1990s when Information and Communication Technology (ICT)was not in existence, banks experienced many hardships and restrictions. Customers had to visit their various branch banks to withdraw money. There were no computers, internet etc., rather information and activities were handled manually and this made banking work cumbersome.There were long queues at the banks on some days when the bank staff could not handle the workload. There was no cashless economy.People carried cash around with them and so on. But now the use ICT in banks changed all these things and also improved banks performance in the whole world.

In this 21st century, information communication technology has vastly developed and has led to development in the whole world. Banks have always been at the forefront of controlling and making use of technology to improve their performance and services to their customers. Today banks operate in a complicated and competitive environment due to the nature of our highly unpredictable economy. The use of ICT in banks brought competition, flexibility, efficiency etc. to the banking industry and has also played a very important role in improving service delivery standards in the banking industry. For example, the use of Automated Teller Machine (ATM) now allows customers to carry out their various banking transactions beyond banking hours. It allows customers to withdraw money without going inside the bank.

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