Information and Communication Technology Usage

Abstract

This research study aims to provide an analysis on the relationship between ICT usage and overall performance of bank branches. It is from a perspective of a leading commercial bank in Sri Lanka. Most of the banks in Sri Lanka are geared with comprehensive banking solutions with extensive branch networks. Empirical data collection was done in the year 2008 and analyzed with the theoretical data. A sample of 18 branches was selected using the non-probability sampling technique. Perceptions of branch managers, staff members and customers were collected using survey method. All 18 branches selected are of an equivalent grade according to the grading set by the bank. Three types of questionnaires were designed for branch managers, branch staff and customers. Both structured and semi structured questions were included in the questionnaires with 5 point and 4 point likert scale. Questionnaire distribution was done by post, via e-mail and hand delivery although the receipts of e-mails were very low.
Data analysis was done using bivariate correlation and linear regression. Pearson’s correlation coefficient was used to measure the linear relationship between variables. The analysis revealed that ICT usage has a positive linear relationship with financial performance and quality performance of bank branches. Bank branch performance was found to have a correlation with factors such as staff attitude towards ICT usage, ICT literacy level of branch staff and scope and complexity of the ICT applications.