DIGITAL SERVICE DELIVERY AND BUSINESS PERFORMANCE OF DEPOSIT MONEY BANKS IN NIGERIA
Keywords:
Digital Service Delivery, Business Performance, Deposit Money Banks
Abstract
The aim of this study is to digital service deliveryand business performance of deposit money banks in Nigeria. The study adopted explanatory research design. The population was 14 listed deposit money banks as enshrined in Nigeria Stock Exchange since they are all represented in Rivers State. However, our cross-sectional data would be collected from 140 individuals, 10 purposively selected from each of the 14 banks.The Multiple Regression Statistical and Structural Equation Model tools were adopted. The findings of the study showed that digital service deliverysignificantly and insignificantly relates with business performance. Based on the findings, the study concluded that digital service delivery has impact on business performance positively and negatively. Based on this, we recommended that deposit money banks’ state of technology-in-use should be upgraded to allow for bank efficiency of the system so as to ensure a functional cashless society.
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References
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Pakojwar, S & Uke. N.J. (2014). Security in online banking services – A comparative study. International Journal of Innovative Research in Science, Engineering and Technology, 3 (10), 16850-16857
Rodriguez, M., &Ajjan, H. (2014). CRM/social media technology: Impact on customer orientation process and organizational sales performance. Journal of Marketing Development and Competitiveness, 8(1), 85–97.
Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.
Sharma, G. (2017). What is digital banking. https://www.ventureskies.com/blog/digital-banking
Tian, Y., Nagappan, M., Lo, D., & Hassan, A. E. (2015). What are the characteristics of high-rated apps? A case study on free Android applications. IEEE International Conference on Software Maintenance and Evolution (ICSME), Bremen, 301-310.
Ware, E. O. (2015). Computerised accounting system an effective means of keeping accounting records in Ghanaian banks: a case study of the Ga Rural Bank. International Journal of Research in Business Studies and Management, 2 (11), 111-141
Zhang, X., Yu, P., Yan, J., & Spill, A. M. (2015). Using diffusion of innovation theory to understand the factors impacting patient acceptance and use of consumer e-health innovations: A case study in a primary care clinic. BMC Health ServicesResearch, 15(71), 1-47.
Adeoti, J.O., & Asabi, M. O. (2018). Effect of record keeping practices on the performance of micro enterprises in Lagos State, Nigeria. Amity Journal of Corporate Governance, 3 (2), 1-10
Adewoye, J. O. (2013). Impact of mobile banking on service delivery in the Nigerian commercial banks. International review of Management and Business Research, 2 (2), 333-344.
Ali, N, Saeid, J, Reza, S. & Hamed, M. (2016). Effects of e-banking services quality on customers satisfaction and loyalty. Case study: Agricultural Bank of Khuzestan Province. Journal of Current Research in Science, 5 (1).
Asemah, E. S., &Nwammuo, A. N. (2017). Implications of social judgement theory for persuasive advertising campaigns. Journal of Research in National Development, 15(1).
Bach, M.P., Staresinic, B., Omazic, M. A., Aleksic, A., &Seljan, S. (2020). m-Banking quality and bank reputation. Sustainability, 12.doi: 10.3390/su12104315
Bashir, M., Yousaf, A., & Wani, A. (2016). Green marketing and CSR: A proactive and innovative tool to gain competitive excellence. Journal of Supply ChainManagement Systems, 5, 35-55.
Chionye, L.E. (2003). Fundamentals of Accounting.Bendons and Associates Publishers.
Dearing, J. W. (2009). Applying diffusion of innovation theory to intervention development. Research on Social Work Practice, 19, 503–518.
Dibra, M. (2015). Rogers’ theory on diffusion of innovation: The most appropriate theoretical model in the study of factors influencing the integration of sustainability in tourism businesses. Procedia Social and Behavioral Sciences,195, 1453-1462.
Gholamali, S.,Ali, R. & Amir, H. A. K. (2010). The impact of e-service quality on the improvement of the level of communication with customers of bank Melli Branches in South Tehran Affairs Office. Procedia Economics and Finance, 36 (2016), 448 – 455.
Ho, S-H. & Ko, Y-Y. (2008). Effects of self-service technology on customer value and customer readiness: The case of internet banking, Internet Research, 18(4), 427-446
Karippachehril, I. G., &Tavoulareas, E. (2014). Getting digital service delivery Right. https://blogs.worldbank.org/governance/getting-digital-service-delivery-right
Kärnä, S., Junnonen, J., &Kankainen, J. (2004). Customer satisfaction in financial services. Conference on Lean Construction, …. Michigan. Michigan. Retrieved from http://www.cem.tkk.fi/fsr/Propal/management/Customer satisfaction in construction.pdf
Kesharwani, A., & Bisht, S. S. (2012). The impact of trust and perceived risk on internet banking adoption in India: An extension of technology acceptance model. International Journal of Bank Marketing, 30(4), 303–322. https://doi.org/10.1108 /0265 2321211236923
Lawrence, U. O., Alexander, E. O., Johnson, I. O., &Isibor, A. A. (2018). Technology-based financial services delivery and customer satisfaction: a study of the Nigerian banking sector. International Journal of Civil Engineering and Technology (IJCIET),9(13), 214-223. Available online at http://www.iaeme.com/ijciet/issues.asp?JType=IJCIET&VType=9&IType=13
Lin, H. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International Journal of Information Management, 31(3), 252-260
Locke, C. (2017). The irresistible rise of digital banking". Banking Technology. https://www.fintechfutures.com/2013/01/the-irresistible-rise-of-digital-banking/
Lukic, A. (2015). Benefits and security threats in electronic banking. International Journal of Managerial Studies and Research, 3 (6), 44-47
Ma, L., Lee, C., & Goh, D. (2014). Understanding news sharing in social media: An explanation from the diffusion of innovations theory. Online Information Review,38, 598-615
Malcolm S. (1997). Strategic and purchasing & supply chain management. (2nd Edition): Pearson Education Ltd. England
Mazumder, F. K., Jahan, I. & Das, U. K. (2015). Security in electronic payment transaction. International Journal of Scientific & Engineering Research, 6(2), 955-960
Muazu, I. & Alhassan, M. (2014). Record keeping and the bottom line: Exploring the relationship between record keeping and business performance among small and medium enterprises (smes) in the tamale metropolis of Ghana. Research Journal of Finance and Accounting, 5(2), 107-117
Muhammad, H. & Siba, N., (2009). The effect of social influence, trust, and entertainment value on social media use: Evidence from Pakistan. Cogent Business & Management, 7, 1, 1723825. https://doi.org/10.1080/23311975.2020.1723825
Ogunlowore A. J. & Oladele, R. (2014). Analysis of electronic banking and customer satisfaction in Nigeria, European Journal of Business and Social Sciences 3(3).
Pakojwar, S & Uke. N.J. (2014). Security in online banking services – A comparative study. International Journal of Innovative Research in Science, Engineering and Technology, 3 (10), 16850-16857
Rodriguez, M., &Ajjan, H. (2014). CRM/social media technology: Impact on customer orientation process and organizational sales performance. Journal of Marketing Development and Competitiveness, 8(1), 85–97.
Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.
Sharma, G. (2017). What is digital banking. https://www.ventureskies.com/blog/digital-banking
Tian, Y., Nagappan, M., Lo, D., & Hassan, A. E. (2015). What are the characteristics of high-rated apps? A case study on free Android applications. IEEE International Conference on Software Maintenance and Evolution (ICSME), Bremen, 301-310.
Ware, E. O. (2015). Computerised accounting system an effective means of keeping accounting records in Ghanaian banks: a case study of the Ga Rural Bank. International Journal of Research in Business Studies and Management, 2 (11), 111-141
Zhang, X., Yu, P., Yan, J., & Spill, A. M. (2015). Using diffusion of innovation theory to understand the factors impacting patient acceptance and use of consumer e-health innovations: A case study in a primary care clinic. BMC Health ServicesResearch, 15(71), 1-47.
Published
2022-11-13
How to Cite
NSIRIM SONNY, N., PEACE, I., & HENRY NMELISI, O. (2022). DIGITAL SERVICE DELIVERY AND BUSINESS PERFORMANCE OF DEPOSIT MONEY BANKS IN NIGERIA. GPH-International Journal of Business Management, 5(11), 25-37. https://doi.org/10.5281/zenodo.7316257
Section
Articles
Copyright (c) 2022 NWARISI, NSIRIM SONNY ; IGWE, PEACE ; OZURU, HENRY NMELISI
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