Sustainability of financial institutions: Evidence from information technology and service delivery in cooperative banks

The use of Information technology in banks is paramount for service delivery and sustainability of cooperative banks in particular. The current study sought examine the effect of IT on operation of Zigama Credit and Saving Society (ZCSS), perception of employees and customers on IT based service delivery as well as the relationship between information technology and service delivery for sustainability of ZCSS. Survey was used and to select eligible respondents to this study, probability sampling was employed. Data were collected using questionnaires and observations from sixty nine (69) respondents composed by employees and customers of ZCSS. The study revealed that IT was used in specialized task, data storage and communication as confirmed by 75.4% of respondents. IT helped the ZCSS to be effective and efficient as confirmed by 83.3% of respondents; accessibility to financial services was enhanced and there is a smooth relationship between customers and employees of ZCSS. The study also proved that there is a close relationship between Information Technology (IT) and services delivery for sustainability of a cooperative bank. The bank should adopt competitive strategies to cope with the proliferation of telecommunication companies that are offering financial services as compared to current banking industry.