The Role of Information Technology in the Banking Service Sector: A Qualitative Research based view

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Acknowledgement

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Table of Contents

ACKNOWLEDGEMENTII

DECLARATIONIII

CHAPTER 2: LITERATURE REVIEW1

Introduction1

Research Focus4

Technology for the banking institution4

Service Quality7

Service Quality in Banking Sector12

Organizational Performance15

Bank Performance Improvement17

Conclusion18

Limitation18

CHAPTER 3: RESEARCH METHODOLOGY19

Introduction19

Research Philosophy & Design19

Positivism20

Realism20

Interpretivists20

Research Approach21

Research Strategy21

Research Method22

Instruments and Tools23

Quantitative & Qualitative23

Quantitative Research24

Limitations of Research26

Triangulation, Validity and Reliability27

Resources29

Project Plan30

Research Ethics30

CHAPTER 4: ANALYSIS AND DISCUSSION32

Questionnaire Analysis32

Information Technology in Banks37

CHAPTER 5: CONCLUSION48

REFERENCES51

APPENDIX58

Interview Questionnaire58

CHAPTER 2: LITERATURE REVIEW

The chapter will form the basis of the literature search and thus, a major part of the research study. It will provide an in-depth explanation of the role of information technology in the banking service sector. The current study is of qualitative nature the literature review portion of the paper covers all the related literature from the accessible resources. The conclusion and the discussion and proof of the prepositions and the research statements are proved and disapproved on the basis of the literature review. The literature review section of the research consists of the variable wise headings of the variables under which falls the literature review firstly in the context of the variable itself and then in the context of the relationship drawn in the theoretical framework.

Introduction

The enduring magnitude of organizations investment on the information technology (IT) has made the researchers to think upon this growing the concept. On the other hand it has also made a considerable change in the attention of the managers as well as the policy-makers on the growing impact of IT on the growth and the productivity of the organization. Whenever there is a research on the impact and importance of information technology on the performance or the productivity of the organization it generally starts with the basic assumption that speaking computers enhance the productivity (Hays & Hill, 2001, pp. 335). The more users friendly the technology will be there it till be easily enhancing the productivity of the organization and increasing the organizational performance of the company. There has been considerable literature to talk about the uncovered information technology productivity at the organizational level Landauer (1995). At present there is a mixed evidence of both the positive as well as the negative role of information technology.

Brybjolfsson and Hitt (1996), Greenan and Mairesse (1996), Siegel and Griliches (1992) have research supporting a positive performance impact due to the advancement of technology. On the other hand Landauer (1995) argues that the existing literature in support of the productivity enhancement due to the advancement in information technology is still weak and according to him the studies that are conducted in this regard still have ...