The role of information and communication technologies on the performance of a selected bank in the Cape Town Metropole

Abstract

Information and Communication Technology (ICT) integration into banking operations has significantly transformed the industry, influencing both daily activities and strategic management. Banks have launched ICT-based banking products and services, such as automated teller machines (ATMs), internet banking, mobile banking solutions, point-of-sale terminals, computerised financial accounting and reporting, and human resources solutions, and many others, all of which are essential for enhancing the performance of banks. This exercise is however marred by several challenges. The current study sought to explore the role of ICT in improving the performance of banking operations at a selected commercial bank in the Cape Town Metropole. This involved identifying the benefits and challenges that are associated with ICT use on both the client and bank employee sides. Questionnaires and interviews were used to collect data from involving 170 clients and 30 bank employees, respectively. According to the research findings, clients were familiar with digital banking and acknowledged the role of ICT in improving their banking operations. The most utilised banking mode was online banking with some clients still stuck to the traditional way of physically visiting the bank. A number of challenges were raised by the clients which among them include the issue of bank charges which. With regard to satisfaction with the products offered by the chosen bank, a substantial 50% expressed strong disagreement, indicating a high level of discontent with the products offered by the bank. With regard to bank employees, they strongly agreeing that outdated systems pose a significant challenge for the selected bank together with cybersecurity. The study recommends practical actions and measures that involve the consideration of client needs particularly improving the transparency of bank charges and security to enhance the competitive edge in the evolving digital banking landscape.