IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGY ON BUSINESS ORGANIZATION: A CASE STUDY OF FIRST BANK OF NIGERIA, LOKOJA BRANCH

ABSTRACT This study investigated the impact of Information and Communication Technology on the business performance of First Bank Nigeria PLC, Lokoja Branch. Driven by the critical role of digital transformation in the modern banking sector, the research specifically assessed the effects of ICT on employee job satisfaction, operational performance, cost efficiency, and fraud prevention. A survey research design was adopted, and data were collected through a structured questionnaire administered to a sample of 92 employees. The data were analyzed using descriptive statistics and Chi-Square tests to examine the relationships posited in four research hypotheses. The findings revealed a significant positive relationship between ICT adoption and all the measured performance indicators. Employees reported that ICT tools enhanced job satisfaction by simplifying tasks and improving communication. Furthermore, ICT was found to be instrumental in increasing transaction speed, improving decision-making, and reducing operational errors. The study also confirmed that ICT plays a crucial role in cost reduction and strengthens mechanisms for fraud detection and prevention. Based on these results, the study concludes that ICT is a fundamental strategic asset for achieving competitive advantage in the banking industry. Recommendations include prioritizing infrastructure upgrades, implementing blended training models like train-the-trainer programs, adopting advanced biometric security systems, and establishing a framework for continuous impact assessment of ICT investments to ensure sustainable growth and operational excellence.