A framework for evaluating banking information systems in Nigeria

Abstract

Banking institutions in Nigeria are increasingly investing their financial resources in IT solutions. This is with the aim of enhancing their competitiveness, profitability and sustainability. To meet their objectives and goals, the Nigerian banks engage the services of information technology (IT) solutions in the processes and activities that are involved in the delivery of their products and services. The problem is that poor services continue to be rendered to the clients and business partners. Thus the need to find out whether the IT solutions that are selected and deployed for business activities meet the purpose for which they are implemented. Poor services continue to be rendered because the IT solutions that are selected, deployed and used by the Nigerian banks are challenged by both technical and non-technical factors. These factors that challenge the effectiveness of the IT solutions persist because the banks do not consistently and effectively evaluate the information systems that are selected and used for their business processes and activities. Adequate evaluation of IT solutions that are selected and use for business processes and activities is vital for achieving an organisation’s service delivery goals and objectives. Thus, the study’s objectives is to identify, examine and gain an understanding of the factors that affect the selection, deployment and evaluation of the IT solutions that are used by the Nigerian banks. This understanding will help the study achieve its aim which is to develop a framework for the evaluation of the banking information in Nigeria. To achieve the objectives of the study, the qualitative research methods was followed. This was used in combination a multi case study research approach. Two banking institutions in Nigeria were used as cases in the study. Data was collected from the cases using the semi-structured interview. The data collected were analysed using the actor-network theory (ANT). The four moments of translation from ANT’s perspectives was as the tool that was used to analyse the empirical data collected. The interpretive approach was used by the study in the findings and interpretation. Based on the critical analysis of the data collected from the Nigerian banks used as cases, the study identified some factors that affect the selection, deployment and evaluation of IT solutions that are used to deliver their services. The factors include requirements, process-oriented, alignment, random-approach, scalability and reliability, stock of knowledge, internalisation, IT governance, externalisation and change management. Based on these factors, a framework for the evaluation of banking information systems in Nigeria was developed.