The study
examined the impact of Information and Communication Technology (ICT) on
customer care management in First Bank of Nigeria and Guaranty Trust Bank, with
a focus on service delivery, operational challenges, and remedial strategies.
Guided by three research questions, the study employed a mixed-method design,
integrating quantitative surveys and qualitative interviews. A sample of 400
respondents, including 20 key informants, was selected using purposive and
simple random sampling techniques, achieving an 88.7% response rate. Quantitative
data were analysed using descriptive statistics, while qualitative data were
subjected to thematic analysis. Findings reveal that ICT-driven customer service
significantly enhances service delivery by improving accessibility, speed, convenience,
security, and customer satisfaction, with Customer Relationship Management
(CRM) software identified as the most widely adopted tool. However, banks face
challenges such as system downtime, inadequate staff training, high ICT costs,
customer usability difficulties, and security concerns, which impede effective
ICT utilisation. Remedies proposed include continuous staff training, customer
education, system maintenance and upgrades, robust cybersecurity measures, and prompt
technical support.
