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INFLUENCE OF INFORMATION COMMUNICATION TECHNOLOGY (ICT) ON SERVICE DELIVERY IN BANKING

the essay is about the influence of information technology on the service delivery in backing sector

Details
language english
wordcount 6854 (cca 19 pages)
contextual quality N/A
language level N/A
price free
sources 22
Table of contents

DECLARATION ii
DEDICATION iii
ACKNOWLEDGEMENT iv
ABSTRACT v
TABLE OF CONTENTS vi
LIST OF TABLES ix
LIST OF FIGURES x
LIST OF ABBREVIATIONS xi
CHAPTER ONE
1.0 INDRODUCTION 1
1.1 Background of the study 1
1.2 Statement of the problem. 2
1.3 Objectives of the study 2
1.4 Research Questions 3
1.5 Significance of the study 3
1.6 Limitation of the study 3
1.7 Scope of the study. 4
CHAPTER TWO  
2.0 LITERATURE REVIEW 5
2.1 Introduction 5
2.2 Review of previous studies 5
2.2.1 Definition of job satisfaction 5
2.2.2 History of job satisfaction 6
2.2.3 Models of job satisfaction 6
2.2.3.1 Affect Theory 6
2.2.3.2 Dispositional theory. 6
2.2.3.3 Two- factor Theory (Motivator Theory) 7
2.2. 4 Job Characteristics model 7
2.2.5 Communication overload and communication under load. 8
2.2.6 Superior- subordinate communication. 8
2.2.7 Job satisfaction and emotions. 9
2.2.8 Emotional Dissonance. 9
2.2.9 Social lureraction Model 9
2.2.10 Relationships and practical implications 10
2.2.11 Importance of job satisfaction to workers and organization. 11
2.2.12 Creating Job Satisfaction 12
2.2.13 Workers Poles in Job Satisfaction 13
2.2.14 Assuring job satisfaction 14
2.2.15 Job satisfaction among employee assistance professionals 14
2.2.16 Performance 15
2.2.17 Motivation and Performance 16
2.2.18 Performance Verses Outcomes 19
2.2.19 Performance Management. 19
2.2.20. Define Performance. 20
2.2.2.1 Facilitate Performance 21
2.2.20.2 Encourage Performance 22
2.2.21 who should evaluate performance 23
2.2.21.1 The Immediate supervisor 23
2.2.21.2 Peers 23
2.2.21.3 Subordinate 24
2.2.21.4 Self – appraisal 24
2.2.21.5 Customer served 25
2.2.21.6 Computers 25
2.3 Critical review 25
2.4 Summary 25
2.5 Conceptual framework 26
CHAPTER THREE
3.0 RESEARCH DESIGN AND METHODOLOGY 27
3.1 Introduction 27
3.2 Research design 27
3.3 Target population 27
3.4 Sample design and sample size. 27
3.5 Data Collection Instruments 28
3.6 Validity and Reliability of Research Instruments 28
3.7 Data Collection Procedure 29
3.8 Data Analysis Procedure 29
References 30
QUESTIONNAIRES   FOR   EMPLOYEES 33

LIST OF TABLES
Table 3.1 Target population 27
Table 3.2 Sample size 28

Preview of the essay: INFLUENCE OF INFORMATION COMMUNICATION TECHNOLOGY (ICT) ON SERVICE DELIVERY IN BANKING

A bank is a company licensed to carry out banking business as its principal business and includes all its branches and offices in Kenya.Banks are now part and parcel of the daily life of many Kenyans who depend on their services such as facilitating payment, safe custody of cash and other valuables and cash transfer services. Just as banks are part of our daily life, information communication technology has become part of the banking sector world over and Stanbic Bank Kenya has not been an exception either.

According to Shivashankar (2010), we are in the age of the internet, which is now an integral part of our life, like a cup of tea every morning. In turn, financial services and other support services providers now strive ...





... following a time table.
The area to be studied is perceived as sensitive by many organizations because it involves matters of secret information that should not be revealed. This will be overcome by assuring the respondents of their anonymity and proving to them that the study is strictly for academic purposes.
Most respondents may turn out to be busy because of the nature of their work. This will be solved by scheduling appointments with them at their own most appropriate time.
Essay is in categories

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Engineering
 / 
Information Technologies
 / 

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Economics
 / 
Management
 / 
Managerial Economics
 / 
Comments
Princess R.

ICT, no doubt, ha been very pervasive through the years.

As to the writing style of the author, it is well-organized and well-planned.




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