THE IMPACT OF MERGER AND ACQUISITION ON EFFECTIVE SERVICE DELIVERY OF MONEY DEPOSIT BANKS (A CASE STUDY OF ACCESS BANK BAUCHI BRANCH.)

ABSTRACT This studyexamined theimpact of mergers and acquisitions on servicedeliveryin money deposit banks in Nigeria, using Access Bank Plc, Bauchi Branch as a case study. The 2019 merger between Access Bank and Diamond Bank was intended to enhance operational efficiency,expand customer reach, and strengthen overall financial performance. A descriptive research design was adopted, and data were collected from 150 respondents consisting of bank staff and customers through structured questionnaires. The data were analyzed using descriptive statistical methods. The findings revealed that the merger significantly improved Access Bank’s profitability, financial stability, and market competitiveness. Service delivery was enhanced through upgraded technological systems, improved digital banking platforms, expanded branch networks, and better customer service structures. However, the study also identified temporary service disruptions and integration challenges during the transition period. Furthermore, the study highlighted the crucial role of the Central Bank of Nigeria (CBN) in ensuring regulatory compliance and smooth consolidation processes. The study concludes that mergers and acquisitions, when well-managed and properly regulated, can lead to increased operational efficiency, improved customer satisfaction, and strengthened financial performance in the bankingsector. Itrecommendscontinued post-mergerintegration,stafftraining,enhancementof digital services, and strong regulatory oversight to sustain the benefits of consolidation.