THE EFFECT OF INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) ON CUSTOMER SATISFACTION (CASE STUDY OF GT BANK BAUCHI BRANCH, BAUCHI STATE)

ABSTRACT The extended project examine the effect of information and communication technology (ICT) on customer satisfaction GT Bank Branch Bauchi State. The application of ICT concepts, techniques, polices, implementation strategies and appropriate use to banking services has become a subject of fundamental importance; among the objectives of this is to Examines the extent to which adoption of these innovative technologies in their operations has affected their performance. Simple random sampling was adopted to ensure that every item of the population has a chance of being included for the study. Simple random sampling procedure was used since the population to be assessed is homogeneous. Total population of 67,837 and 400 sampling size is used, using Taro Yamane this is because the population under study is relatively much. Using 5% level of significance at 2 degrees of freedom, the chi-square tabulated is 2.996 and the alternative chi-square is 0.41; we therefore reject the null hypothesis and accept alternative hypothesis, which means there is significant relationship between customer satisfaction in ICT and Bank Performance. ICT tools such as online banking, mobile banking, ATMs, and customer service technology were analyzed. Findings indicate a significant positive effect of ICT on customer satisfaction, particularly in service efficiency, convenience, and reliability. The following was recommended that the Management of Nigerian banks should concentrate on manpower development and should be ready to collaborate with one another in developing ICT infrastructure so as to maximize the opportunities available in ICT. Keywords: Customer satisfaction, Information Communication Technology, GT Banks