IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ONCUSTOMER SERVICE DELIVERY (A CASE STUDY UNITED BANK FORAFRICA, PLC, UYO)

The study examined the impact of information and communication technology on customerservice delivery with special attention to United Bank of Africa PLC, Uyo. The mainobjective of the study is to ascertain the extent to which information and communicationtechnology ICT has enhanced effective customer service delivery in United Bank of Africa plc,Uyo, Akwa Ibom State. Information and communication technology (ICT) is an umbrellaterm that includes any communication device or application, encompassing radio, television,cellular phones, computers and network hardware and software, satellite systems and so on.The survey research design is used in the study. The population of the study is made up ofstaff of the organization, while the sample size was Eighty Five (85). Questionnaire wasadopted as the main instrument for data collection. The study reveals that information andcommunication technology is a powerful tool used in enhancing effective customer servicedelivery in united bank of Africa plc, Uyo, Akwa Ibom State. The study concluded thatinformation and communication technology is a very important instrument in enhancing theactivities of the organization by ensuring effective customer service delivery. The studyrecommend that training of the organization workers should be made possible withoutwasting time so as to updates their knowledge on the job as this will help the organization inachieving its goals and objectives. It also recommended that modern digital machines likecomputers and other working equipment should be made available in the organization tofacilitate their activities effectively and efficiently