Information Technology Outsourcing Strategy and Customer Satisfaction of Money Deposit Banks in Anambra State, Nigeria
Ndubuisi-Okolo Purity Uzoamaka *
Department of Business Administration, Faculty of Management Sciences, Nnamdi Azikiwe University, Awka, Anambra State, Nigeria.
*Author to whom correspondence should be addressed.
Abstract
The slow rate of service delivery indicates that the bank’s information technology section is weak and this has resulted in poor satisfaction of customers. In view of the above, this study x-rayed the effect of information technology outsourcing strategy on customer satisfaction of Money Deposit Banks in Anambra State. The study adopted survey research design and Simple Random Sampling Technique was used to select 3 notable banks that operate in the major cities of Anambra State (Nnewi, Awka and Onitsha). Data were collected with the use of structured questionnaire from 162 respondents. Hypothesis was tested using Simple Regression Analysis with the aid of Statistical Packages for Social Science (SPSS). Finding revealed that information technology outsourcing strategy positively affects customer satisfaction. The study concludes that information technology outsourcing strategy supports bank operations as it guarantees quality services by banks and as well cover the weak aspects of the organization. The study recommended that there is need to outsource other weak aspects of business to experts rather than managing the areas as it will contribute to timely task accomplishment and quality service delivery.
Keywords: Shoot tip, Outsourcing strategy, Multiple shoot, information technology outsourcing, Cicer arietinum L., customer satisfaction