Assessment of the use of information and communication technology in the improvement of performance and efficiency in the banking sector: a case study of the National Micro Finance Bank (NMB) Dar es Salaam

Abstract

This paper examines the extent of ICT usage and application in banking institutions and the extent to which ICT has improved efficiency and performance in the National Microfinance Bank (NMB) in Dar es Salaam region. Findings of this paper revealed that ICT has improved performance, efficiency and record keeping in aspects like fast access to customer information and to some extent, its retrieval. However, there are shortcomings also which the study revealed like lack of technical service support, power failures and interruptions as well as inadequate IT facilities particularly in the bank branches. Based on the findings, it is recommended that NMB should identify critical training needs and invest in staff training to ensure that they have up to date IT skills and knowledge about relevant software in order to cope with software changes as well as competitions. Furthermore, in order to stand competition in its branches, the NMB should invest in ICT hardware and software in branches rather than concentrating on the headquarters only.

University of Dar es Salaam Library Journal Vol. 7(2) 2005: 27-42