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Course Code: MIS 3301 Course Title: System Analysis and Design
Submitted to: Syed Mustafizur Rahman Chowdhury Lecturer of MIS, Department of Business Administration Northern University Bangladesh
Submitted by: Md. Shafiul Alam Chowdhury ID: BBA 080102575
Section A Summer 2010
Department of Business Administration Northern University Bangladesh
Date of Submission: July 14, 2010
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July 14, 2010 Syed Mustafizur Rahman Chowdhury Lecturer of MIS, Department of Business Administration Northern University Bangladesh Subject: Letter of Transmittal.
Dear Sir, I am pleased to submit the report on Impact of using ICT: Agrani Bank to you as assigned as a requirement for fulfillment of the course System Analysis and Design (MIS 3301). This report has been tried best to analyses the process of developing the ICT in Agrani Bank. I wish the methods that have been used in this report would provide a clear picture about the topic.
I will be very glad if the report can serve its actual purpose and I am ready to expla anything to you if you feel necessary. Sincerely Yours,
Md. Shafiul Alam Chowdhury ID: BBA 080102575
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ACKNOWLEDGEMENTS Expressing one's appreciation should never be a meaningless task but, rather, a moment filled with heartfelt sincerity. I have been throughout the topic, and especially during the stages of report writing, fortunate to have been surrounded by individuals who have supported me on multiple levels. I also used lot of information from different websites, books, journals, newspapers and from reports. We would be remiss if we did not express our gratitude to each of them. I would like to express our deepest gratitude to Allah for everything He has done to me. Then, thanks towards Syed Mustafizur Rahman Chowdhury who encouraged my interest in this study. In addition to the support he gave us personally and academically. I also give thanks to the authority of Northern University Bangladesh for offering me such a good environment of education where we are not only learning but also expressing our feelings and expanding our knowledge through different types of assignments, practical works and researches.
Last but not least, we must send my deepest gratitude to our parents who never cease inspire us.
Md. Shafiul Alam Chowdhury ID: BBA 080102575
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Executive Summery Agrani Bank is a leading commercial bank in Bangladesh. It has evolved ICT system in it for the development of their service providing condition. Since it planned to start ICT in it, it had to face so many problems, and had to go through a lot of projects. After all of it, they have some stable system now. Right now Agrani Bank is giving different types of facilities including online transactions, foreign remittance, ATM service etc. These are done by using different software. The three main software that Agrani Bank uses are FloraBank, BexiBank and Moneygram. All of the software's are developed by outsourcing. Agrani Bank is trying its best to develop their system and be the leading bank in Bangladesh. But still they have some problem in it. And without recovering these problems they will not be able to overcome the situation. To overcome the situation first of all they need to be efficient, effective, internet connectivity should be more reliable and the systems also should be reliable.
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Table of Contents
Introduction
1
Introduction to the Study
2
Research Objectives
2
Methodology of the Study
3
Limitations of the Study
3
ICT & ICT in Bangladesh
4
2.1 Information and Communication Technology (ICT)
5
2.2 Why use ICT
8
2.3 Impact of ICT on Business
9
2.4 Present status of ICT in Bangladesh
11
2.5 ICT adoption in Banking Sector
12
Agrani Bank: Impact of using ICT
13
3.1 Agrani Bank: Background
14
3.2 Adaptation of ICT
15
3.3 ICT Adaption Process
17
3.4 ICT adoption and firm performance
26
Findings
28
Conclusion
29
Recommendation
30
Bibliography
31
IV
Chapter One:
Introduction
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1.1 Introduction to the Study Bangladesh is still lagging behind to avail the opportunity of ICT. However, banking sector as a whole has been introducing online banking system which plays complementary role to spread of ICT. Internet has opened a new horizon of using ICT in business, creating immense opportunities for marketing products as well as managing organizations banking internationally. Gradually wireless Internet system has been creating a new paradigm and electronic fund transfer can have a suitable formation. This study focuses on the adoption and implications of ICT practice in the Banking Sector of Bangladesh. It describes how companies in this sector use information and communications technology (ICT) for conducting business, assesses the impact of ICT for firm performance and identifies potential policy implications. Over the last 20 years ICT has increasingly been identified as a major contributor to the process of business development and improvement and it has been identified that, ICT is responsible for around half of productivity growth in modern economies. It drives improved efficiency and better services and products across the entirety of the private and the public sectors.
1.2 Research Objective The prominent objective of the study is to analyze the impact of Information and Communication Technology on a particular organization in its business strategy and development. The study also has objectives as follows: Finding Finding Finding Finding Finding Finding
the situation of the organization before adopting ICT the current situation of the organization after adopting ICT the factors affecting adopting ICT the problems that are related to adopting ICT the ways to solve the problems how the company introduced ICT in their business
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1.3 Methodology of the Study: The study is based on secondary sources and also primary sources. As such the study has reviewed different published articles, books, newspaper, and websites. However, exact references are mentioned in this article. The study will also collect related information regarding present status of the on line banking through field visit. The study collects data on following points: Services provided by the banks, software use by the banks, name of the vendor’s and bank’s name etc.
1.4 LIMITATIONS OF THE STUDY For very genuine reasons time was very much limited for the whole report. Therefore to major constrains for the report were time and cost. The lacking of date was another limitation for our study. In some cases the bank managers not interested to talk to us as they have some restriction from their organization.
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Chapter Two:
ICT & ICT in Bangladesh
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2.1 Information and Communication Technology (ICT) ICT is an acronym that stands for Information Communications Technology. Information Technology (IT) is the automation of processes, controls, and information production using computers, telecommunications, software and ancillary equipment such as
automated teller machine and debit cards. It is a term that generally covers the harnessing of electronic technology for the information needs of a business at all levels. There are some banking services that have been revolutionized through the use of ICT as including account opening, customer account mandate, and
transaction processing and
recording.
Information
and
Communication Technology has provided self-service facilities (automated customer
service machines) from where prospective customers can complete their account opening documents direct online.
However, apart from explaining an acronym, there is not a universally accepted definition of ICT. Because the concepts, methods and applications involved in ICT are constantly evolving on an almost daily basis. It is difficult to keep up with the changes they happen so fast. Let us focus on the three words behind ICT: Information
Communication
Technology
It assists customers to validate their account numbers and receive instruction on when and how to receive their checkbooks, credit and debit cards. Communication Technology deals with the Physical devices and software that link various computer hardware components and transfer data from one physical location to another Several authors have conducted investigation on the impact of ICT on the banking sector. They discussed the dimensions in which automation in the banking industry manifest in Nigeria. They include: 5
i.
Bankers Automated Clearing Services: This involves the use of Magnetic
Ink Character Reader (MICR) for check processing. It is capable of encoding reading and sorting checks. ii.
Automated Payment Systems: Devices used here include Automatic Teller
Machine (ATM), Plastic Cards and Electronic Funds Transfer. iii.
Automated Delivery Channels: These include interactive television and the
Internet. Information and Communications Technology - or technologies (ICT) is an umbrella term that includes all technologies for the manipulation and communication of information. The term is sometimes used in preference to Information Technology (IT). In the common usage it is often assumed that ICT is synonymous with IT; ICT in fact encompasses any medium to record information (magnetic disk/tape, optical disks (CD/DVD), flash memory etc. and arguably also paper records); technology for broadcasting information - radio, television; and technology for communicating through voice and sound or images - microphone, camera, loudspeaker, telephone to cellular phones. It includes the wide variety of computing hardware (PCs, servers, mainframes, networked storage), the rapidly developing personal hardware market comprising mobile phones, personal devices, MP3 players, and much more; the full gamut of application software from the smallest home-developed spreadsheet to the largest enterprise packages and online software services; and the hardware and software needed to operate networks for transmission of information, again ranging from a home network to the largest global private networks operated by major commercial enterprises and, of course, the Internet. Thus, "ICT" makes more explicit that technologies such as broadcasting and wireless mobile telecommunications are included. Such ICT-related activities include, for example, the use of: broadcast material or CD-ROM as sources of information in history;
micro-computers with appropriate keyboards and other devices to teach literac and writing; keyboards, effects and sequencers in music teaching; devices to facilitate communication for pupils with special needs; electronic toys to develop spatial awareness and psycho-motor control; 6
email to support collaborative writing and sharing of resources; video-conferencing to support the teaching of modern foreign languages; internet-based research to support geographical enquiry; integrated learning systems (ILS) to teach basic numeracy; So ICT is concerned with the storage, retrieval, manipulation, transmission or receipt of digital data. Importantly, it is also concerned with the way these different uses can work with each other. In business, ICT is often categorized into two broad types of product:
1. The traditional computer-based technologies (things you can typically do on a personal computer or using computers at home or at work); and 2. The more recent, and fast-growing range of digital communication technologies (which allow people and organizations to communicate and share information digitally)
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2.2 Why use ICT Any businesses use ICT because:
It allows fast access to data. Slow access may annoy customers.
It keeps storage requirements to a minimum. There is no need for large filin cabinets filled with lots of paper. It allows data to be accessed by more than one person at a time (on a network). There is better security. Data can be encrypted (coded). Fewer staff needs to be employed. Data is kept inside the computer system and cannot get misplaced.
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2.3 Impact of ICT on Business The use of ICT and technology has affected every aspect of business, transforming not only the way that business is conducted but also creating new business sectors and jobs. The creation of companies like Google and e-Bay which did not exist 10 years ago, was only made possible by advances in technology and the changes that this has created in the way that people behave (currently Google is valued at £44billion – Source BBC 5
th
June 05). Some examples of the nature of this change include: Marketing: The use of websites has allowed companies to develop new and cheaper
ways of reaching new markets, offering customers the opportunity of buying goods an services whenever they want and often at reduced cost, whilst also enhancing the level of customer service. This has been coupled with the expansion and use of e-mails which again has been used by business to market their goods and services directly to potential customers, as well as communicating with existing customers and suppliers. Increasingly
the
marketing
campaigns
of
businesses include the use of technologies such as Contact Management Systems that allows them to co-ordinate, monitor and report on various aspects of their marketing campaigns in new ways making these campaigns more targeted and effective. Finance: Practically all companies now use software programs e.g. Sage or Excel to
manage their accounts. This has allowed them to look at financial information when required, monitor and respond to their customers purchasing patterns by e.g. offering discounts and overall improve the management of their finances. The result of this has been for many companies a reduction in their accountancy fees. 9
Out of office working: For many businesses the need for staff to be away from the
office attending meetings etc. or to be based in another geographical location has grown alongside employee demands for more flexible working patterns. However effective communication and ability to access information etc. remains critical to the productivity of these staff members. Therefore through the use of technology many companies now use a range of technologies to enable this. These include mobile phones, e-mail, broadband, laptops, etc. Thus ensuring that companies are able to be flexible and adaptive depending on their business needs. Networks:
Virtually all businesses now have or have access to a computer. The
existence of two or more computers in an office almost always leads to the creation of a network. The main advantage of doing so is that resources can be shared e.g. printers, internet access, files/information can be managed and shared amongst workstations and the security of information can be better managed through a network. Increasingly networks are not just confined to the office but are being adopted so that they allow home/remote working that supports changing business needs. This transformation has really taken place over the last 20 years and continues to transform the way business is done. No business today can ignore the use of technology as its effective use helps businesses to remain competitive and profitable, thereby creating or safeguarding jobs.
Figure: Impact of ICT on Business
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2.4 Present status of ICT in Bangladesh
Bngladeshi companies, organizations are facing problem to start full swing ebusines Network is a mode of communications with the computers.
According to a report
published in The Daily Star (4th April, 2010) Bangladesh ranked 118th in the global Network Readiness Index in 2009-10 up from 130th a year ago, showing an upward trend in the information and communication technology sector. In South Asia, India ranked 43rd, Sri Lanka 72nd, Pakistan 87th and Nepal 124th in the 'Global Information Technology Report 2009-2010' released by The World Economic Forum (WEF) on 3rd April, 2010. As such Bangladesh has to go long way to develop its network for arranging Digital Bangladesh by the year 2021 and public and private cooperation and strategic alliance is required to develop e-business system in the country.
Though Bangladesh has improved from its previous years condition, but it is not still u to the mark to call in a good condition.
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2.5 ICT adoption in Banking Sector ICT developments in recent years have had a profound impact on the Banking Sectors. The emergence and development of for instance e-security, e-banking and e-marketing have been topics of increasing interest in recent years for both academics and practitioners, as the changes taking place in the field are clearly observable. However, the growing interest has not been matched well enough with relevant studies that would give insight into the processes and behaviors underlying the process of how the increasing use of ICT can foster new business models, marketing and sales channels, and business processes of the Banking Sector. Products that used to be highly dependent on the banks´ evaluation of its customers have now become more standardized. Other examples of ICT impact on the BI include the increased process efficiency, which can reduce costs in banks, and the branch renewal, where focus is gradually shifting away from traditional brick and mortar banks towards the dual-bank concept presented earlier. The tendencies above have also produced changes in the structure of bank income.
As a result of increased competition that has lowered margins in lending operations (t
banks’ traditional business), banks have diversified their sources of income and re increasingly on income from fees services rather than interest rate spreads. Fees charged for services include typical banking activities like payment transactions, safe custody and account administration. The increasing use of e-banking in has increased competition within the industry. Due to the introduction of ICT in the Bank Sector, the entry barriers to the industry have been lowered as the demand for fixed assets in order to start up a bank has decreased. This has opened up the Banking Sector to competition from other actors in the financial markets.
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Chapter Three:
Agrani Bank: Impact of using ICT
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3.1 Agrani Bank: Background Agrani Bank is one of the largest commercial banks in Bangladesh. With their 867 branches spread out across almost all the major commercial centers in the country, they have considerable reach and influence. Agrani Bank also operates their remittance business with a number of exchange houses overseas. These exchange houses serve the many Bangladeshi nationals who live and work abroad, and need to send money back home to their families. These exchange houses includes: 1. Only incoming transactions: a. Moneygram b. RemitOne c. IME d. Xpress Money e. Infinity Express f. Transpass g. Merchant Trade 2. Both income and outgoing transactions: a. SWIFT Agrani Bank plan to expand their operations in Europe, Malaysia and the Middle-East the very near future.
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3.2 Adaptation of ICT Agrani Bank, being one of the leading banks in Bangladesh, has adopted the ICT in their business process. To adopt the ICT in their business system they had to reengineer their total business system into the computer based system. 3.2.1 Previous situation of Adaptation of ICT:
Before the adaptation there were several problems with the traditional banking. Some them are: 1. Slow transaction 2. Accordingly large number of people were needed 3. No online transaction 4. Difficult to bring money from outside the country 5. Problem with preparing bank statements 6. Problem with calculations 7. Problem with providing one-stop service 3.2.2 Phases of Adaptations
Agrani Bank adapted ICT into three phases. 1. Introducing Computer based transactions: First of all Agrani Bank started only
in the branch computer system. That is, they had reentered their traditional transaction process into Computer technology. Agrani Bank started using the FloraBank Software in 1998 for the first time for this purpose. 2. Introducing Online Services: In the second Phase, Agrani Bank started their
online transactions; that is transactions over the branches. This system allowed customers to have accounts in one branch, but withdraw money from another branch. For this purpose they started using the BexiBank software and as well they keept using FloraBank software. 3. Introducing money transfer from outside the country:
In this last Phase,
Agrani Bank started transferring money from other countries to Bangladesh and vice-versa. From the mid of 2008 they started providing this service. the names of the exchange houses are given in the previous section.
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3.2.3 Situation after adopting ICT:
After adopting the computer based technology Agani Bank is now became able to solv different problems including: 1. Solution to slow transactions 2. One stop services available 3. Online banking possible 4. Foreign remittance collection etc.
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3.3 ICT Adaption Process
The System Development Life Cycle (SDLC) of Agrani Bank was conducted throughout four phases: 1. Planning : Answering why the system is needed to build. 2. Analy sis: Answering who, what, when where will the system be. 3. Design: Answering how the system will work. 4. Imple men tation: Delivering the system 3.3.1 Planning:
The planning for the SDLC started when the responsible persons of the bank coul understand some of the problems mentioned below: The problems include: 1. Slow transaction 2. Accordingly large number of people were needed 3. No online transaction 4. Difficult to bring money from outside the country 5. Problem with preparing bank statements 6. Problem with calculations 7. Problem with providing one-stop service
To solve the problems, it was necessary to adopt the ICT in the banking system o Agrani Bank. So they started the adaption process. 3.3.2 Analysis:
In the Analysis system Agrani Bank had to gather information, analysis them, process modeling and data modeling. To do all the things Agrani Bank had to keep eye on the following matters. The Challenges: 1. Inadequate and unevenly distributed infrastructure 2. Inadequate capacity and affordability hinder access 17
3. Deficiencies in the regulatory and wider policy environment reduce potentia benefits 4. Developing regional and rural infrastructure The Barriers: The leading reason given by businesses for not engaging e-commerce is that it is not suited to the nature of their business. Other reasons for not conducting on-line sales include lack of personnel with appropriate ICT skills, concerns over unbalanced costs and benefits, insufficient customer access to Internet and technology concerns, such as on-line security. The Risks: The Risks includes: 1. Internet Banking Risks 2. Credit Risk 3. Interest Rate Risk 4. Liquidity Risk 5. Price Risk 6. Foreign Exchange Risk 7. Transaction Risk 8. Compliance Risk 9. Strategic Risk 10. Reputation Risk Risk Management:
To manage the risks Agrani Bank had to follow a risk management process to enable them identify, measure, monitor, and control their technology risk exposure. The planning process for the use of the technology. Implementation of the technology. The means to measure and monitor risk. The risk planning process is the responsibility of the board and senior management. They
need to possess the knowledge and skills to manage the bank ’s use of Internet banki 18
technology and technology-related risks. The board should review, approve, and monitor Internet banking technology-related projects that may have a significant impact on the bank’s risk profile. They should determine whether the technology and products are in line with the bank’s strategic goals and meet a need in their market. Senior management should have the skills to evaluate the technology employed and risks assumed. Periodic independent evaluations of the Internet banking technology and products by auditors or consultants can help the board and senior management fulfill their responsibilities. Implementing the technology is the responsibility of management. Management should
have the skills to effectively evaluate Internet banking technologies and products, select the right mix for the bank, and see that they are installed appropriately. If the bank does not have the expertise to fulfill this responsibility internally, it should consider contracting with a vendor who specializes in this type of business or engaging in an alliance with another provider with complementary technologies or expertise. Measuring and monitoring risk is the responsibility of management. Management should
have the skills to effectively identify, measure, monitor, and control risks associated with
Internet banking. The board should receive regular reports on the technologies employed, the risks assumed, and how those risks are managed. Monitoring system performance is a key success factor. As part of the design process, a national bank should include effective quality assurance and audit processes in its Internet banking system. The bank
Internal accounting controls — Used to safeguard the assets and reliability of financi records. These would include transaction records and trial balances
Operational controls — Used to ensure that business objectives are being met. These wou include operating plans and budgets to compare actual against planned performance.
Administrative controls — Used to ensure operational efficiency and adherence to policie and procedures. These would include periodic internal and external audits.
Key components that helped maintain a high level of public confidence in an open networ environment include: Security Authentication Trust Nonrepudiation 19
Privacy Availability
3.3.3 Design:
After completing the first two process of SDLC it is now time for the program and system design. Program Design: Level 0:
in this first level (Level 0) of program designing, it was made a
design of the software about how it will work. Level 1:
in the second level (Level 1) of the program designing there inc
more items. Level 2:
in the third level (Level 2) of the program designing there incl
the items needed.
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Figure: Data Flow Diagram with bill pay system.
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Figure: Data Flow Diagram of Fund Transfer
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Figure: Dataflow Diagram of View Transactions
RemitONE Dataflow diagram
RemitONE are one of the world's leading providers of money transfer software system including: Money Transfer Management Solution (MTMS)-
RemitONE MTMS is an industry leading,
end to end, web-based system for creating, managing and processing transactio information and helping remittance businesses to run successfully Blacklist Checker Module (BCM) -
The RemitONE BCM ensures advanced AML & KYC
compliance by linking with blacklists such as OFAC and FinCEN lists. Mobile Remittance Module (MRM) -
RemitONE MRM is ideal for organisations wishing to
offer mobile money transfer services to customers. Online Remittance Module (ORM) -
The RemitONE ORM is ideal for remittance businesses
wishing to offer online money transfer services to customers.
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RemitONE's suite of remittance solutions are based on robust, reliable technology platforms and are used by businesses of all sizes across the world. All RemitONE solutions perform advanced AML and KYC compliance checks. Organisations can use RemitONE solutions to run their daily remittance operations effectively and efficiently whilst offering their customers the ability to execute transactions from branches, over the Internet, via SMS on mobile phones and by using prepaid card systems. RemitONE partner with esteemed organisations including IAMTN, SendMoneyHome.org and 192business.com to promote transparency, awareness of best practices and fair competition in the remittance industry. Headquartered in the UK, RemitONE have a global presence with regional offices in Abu Dhabi, Canada, Pakistan, Paraguay, Saudi Arabia and Singapore RemitONE solutions enable organisations to empower business users, improve business process management, increase ROI, reduce costs and deliver an enhanced customer service.
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Figure: Online Transaction Dataflow Diagram 3.3.4 Implementation
In this stage of product development, the program was developed and the systems were implemented in works. Since 1998 the FloraBank was being used by different branches of Agrani Bank, In 2003 Agrani Bank started to adopt the ICT in all their branches and soon after the process started they became successful in ICT implementation. After that to enhance the systems they started using Bexibank software beside the FloraBank software. From the mid of 2008 they started using the online transactions also started the foreign remittance banking through the help of different softwares.
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3.4 ICT adoption and firm performance Despite the potential benefits of ICT and e-commerce, there is debate about whether and how their adoption improves firm performance. Use of and investment in ICT requires complementary investments in skills, organization and innovation and investment and change entails risks and costs as well as bringing potential benefits. While many studies point to the possibility of market expansion as a major benefit for SMEs, larger businesses can also expand into areas in which SMEs dominated. Moreover, it is not easy for SMEs to implement and operate an on-line business, as this involves complementary costs for training and organisational changes as well as direct costs of investing in hardware and software solutions. While many studies provide evidence of the positive effects of ICT adoption on firm performance, others have shown no relation between computer use and firm performance. A study of Canadian manufacturing establishments (plants) with ten or more employees (excluding food processing establishments) drawn from Statistics Canada’s Business Register, shows that those with high productivity growth are more likely to be using greater numbers of advanced ICTs (Baldwin, 2002). Between 1988 and 1997, advanced technology users grew more in terms of both productivity and profitability than non-ICT users, especially when they used communication technologies, including company-wide and/or inter-company computer networks. Soon after the adaption of the ICT in Agrani Bank the bank started to improve its condition in different sectors. It could provide better services to its customers in a wide range.
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Findings, Conclusion & Recommendations
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Findings
Agrani Bank has developed a good ICT among the organization. But still they have some
problems which are not letting them come forward. They first need to solve the problem and improve the system in a wider way. The findings were: 1. All the software system they are getting by outsourcing 2. There is a lack of efficient users of the systems
3. The systems are not upgradable; only a new version can be installed, no upgraded.
4. There is a frequent problem with their internet, intranet and extranet system which is a reason for customer dissatisfaction.
5. The system is made in the light of online, but some employee makes delay in posting the entries which should not be done.
6. Frequently the software does not support their computer system, and crashes. should be repaired.
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Conclusion Due to advent of e-business especially on line banking system, the distribution channel is also changing. But quality of banking services should be international standard. To attain more effective and efficient business procedure, Bangladesh has to produce commodities of global standards. Ali, Mohsin, and Yasmeen (2004) observation may be followed to attain e-business efforts through information dissemination, knowledge transfer, and
technical assistances. However Bangladesh’s global Network Readiness Index should be improved from present situation. To keep up in the competition with the other banks in Bangladesh, Agrani Bank should keep them up to date and work effectively and efficiently.
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Recommendations The following recommendations can be followed to improve their condition.
1. Recruit some computer engineers or programs who can develop and update th software when some bug is found. 2. Train the employees effectively thus they can work efficiently.
3. Use minimum of three ways to get to the internet thus if one fails, another ca work.
4. While ordering software, check and let the software firm know about the computer systems condition and configuration. 5. Create some software which can be updated time to time.
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Bibliography 1. Websites a. http://wiki.answers.com/Q/What_is_ICT b. http://en.wikipedia.org/wiki/Information_and_communication_technologies c. http://www.newagebd.com/2009/dec/18/busi.html d. http://www.inntron.com/banksys/florasystems.htm e.
http://www.floratelbd.com/Clientele.html
f.
http://www.remitone.co.uk/casestudies/agrani
g.
http://www.sendmoneyhome.org/Content/remitone.php
h.
http://www.article13.com/A13_ContentList.asp?strAction=GetPublication&PNID=1505
i.
www.agranibank.org
2. Books & Journals a.
Adoption
of
ICT
Enabled
Information
Systems
for
Agricultural
Development and Rural Viability b. AN ANALYSIS OF FACTORS AFFECTING THE ADOPTION OF c. E-Banking in Bangladesh d. Information and Communication Technology (ICT) in Banking Operations e. The Implementation of Business Process Management
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