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NEW MEDIA AND THE CHALLENGES OF COMMUNICATING SERVICE DELIVERY IN FIRST BANK NIGERIA LIMITED
ABSTRACT
This study titled “New Media and The Challenges of Communicating Service Delivery in First Bank Nigeria Limited” was meant to examine the role New Media is playing in the banking sector with a special focus on First Bank Nigeria Ltd. It interrogates the assumption that just any good or beautiful trend or product particularly in the financial service industry is usable especially when it has proven to be successful in other climes. This is because the success of New Media in banking service delivery in Europe and other climes especially as it is reflected in the banking halls, does not seem to be the case here, even among predominantly literate settlements. The theory of usability and user experience forms the basis for this work, however it is viewed from the perspective of Development communication, considering the role banking plays in modern development. To achieve this, four objectives were raised as well as four research questions in chapter one. Related literatures on some of the issues were reviewed in Chapter two, issues like the New Media available in the banking sector and challenges of applying New Media in the banking sector. The blue print for the study was discussed in chapter three. This study adopted a descriptive survey design hence questionnaires were administered to respondents as well as interviews conducted. Stratified random sampling technique was used in order to draw data from the population. Data was collected via administration of questionnaire as well as through interviews. The data presentation took the form of tabulation followed by detailed analysis in percentages followed by interpretation. There were some key findings amongst which is that most of the customers make use of Automated Teller Machines (ATM) and one of the major challenges faced by bank staff and customers is the erratic power supply and constant network failures. The study therefore recommended that the bank management should put in place alternative power supply as well as providing good and adequate infrastructure for the proper implementation of New Media as communication tool in Banking in First Bank Nigeria Ltd. But beyond that, the bank should adopt a typical Development Communication approach of thoroughly researching and getting feedback from the customers in order to reflect their needs in the deployment of products and services.
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