EFFECT OF INFORMATION AND COMMUNICATION TECHNOLOGY OF DEPOSIT MONEY BANKS IN AUCHI, EDO STATE.
Abstract
This study investigated the effect of Information and Communication Technology (ICT) on service delivery of deposit money banks in the Nigerian banking industry. Specific Objectives were: to examine the relationship between online banking and service delivery, to assess the relationship between mobile banking and service delivery and to analyze the relationship between Automated Teller Machine (ATM) services and enhancing service delivery in deposit money banks. This study used a descriptive survey research design. The population for this study comprises approximately 100 individuals, including all employees from the five selected deposit money banks in Auchi, Edo State, Nigeria. From this population, an accessible number of 50 respondents were selected to participate in the study, comprising bank employees. Structured questionnaires were physically administered to bank employees. The gathered data was analyzed using both descriptive and inferential statistical techniques, with the aid of SPSS Version 26. The findings of the study revealed that there is a significant positive relationship between online banking and service delivery in deposit money banks (r = 0.722, p < 0.01). There is a significant positive relationship between mobile banking and service delivery in deposit money banks (r = 0.684, p < 0.01).There is a significant positive relationship between the use of ATMs and service delivery in deposit money banks (r = 0.751, p < 0.01). It was concluded that despite these positive impacts, challenges such as system outages, cybersecurity risks, and occasional ATM unavailability persist and hinder full optimization of ICT tools. Nonetheless, the strong positive correlations between ICT adoption and service delivery highlight the transformative role of technology in modern banking. It was recommended among other things that Banks should enhance system reliability and user interface design to minimize outages and improve the overall user experience.
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