THE IMPACT OF ICT USAGE ON BANK BRANCH PERFORMANCE

H.M.C.M. Maldeni; S. Jayasena

Authors

H.M.C.M. Maldeni Department of Computer Science and Engineering, University of Moratuwa
S. Jayasena Department of Computer Science and Engineering, University of Moratuwa

Abstract

This paper aims to provide an analysis on the impact of Information and Communication Technology (ICT) usage on bank branch performance from a perspective of a leading commercial bank in Sri Lanka. The study focuses on the analysis of the available data and perceptions of staff and customers. The analysis revealed that ICT usage has a strong relationship on branch performance. Branch performance was found to have a correlation with attitude towards ICT usage, ICT skill level and scope of ICT applications. The paper concludes with a discussion and recommendation to overcome the barriers affecting ICT usage at bank branches. The study is aimed on improving ICT usage and performance in the banking industry.

Keywords: Benchmarking, Decision making units, Bank branch performance, Information and communication technology usage, ICT literacy level

For full paper: fmscresearch@sjp.ac.lk

Author Biographies

H.M.C.M. Maldeni, Department of Computer Science and Engineering, University of Moratuwa

Department of Computer Science and Engineering,

University of Moratuwa

S. Jayasena, Department of Computer Science and Engineering, University of Moratuwa