IMPACT OF DIGITAL TRANSFORMATION ON BUSINESS PERFORMANCE (A CASE STUDY OF UBA BANK BAUCHI, BAUCHI BRANCH; 2015 – 2024)
Abstract
This study examined the impact of digital transformation on the profitability of UBA Bank Bauchi Branch, Bauchi State, within the period 2015–2024. The objectives of the study were to determine the effect of digital connectivity, human capital, internet usage, digital technologies, and digital public services on bank profitability. A descriptive research design was employed, and data were collected using structured questionnaires administered to a sample of 90 junior and senior staff, selected through simple random sampling. Out of the distributed questionnaires, 85 were retrieved, representing a response rate of 97%. The data collected were analyzed using descriptive statistics such as frequencies, percentages, and chi-square tests for hypotheses testing. The findings revealed that digital transformation significantly impacts bank profitability in multiple dimensions. Digital connectivity was found to enhance operational efficiency and service delivery, thereby improving profitability. Human capital development had a strong influence on profitability, as skilled employees were able to maximize the benefits of technological innovations. The use of the internet was shown to improve customer experience and facilitate faster transactions, contributing positively to profitability. Similarly, the integration of digital technologies such as ATMs, internet banking, and cloud computing significantly boosted the bank’s performance. Furthermore, digital public services were also found to have a positive and significant impact on profitability, as they enhanced accessibility and customer engagement. The study concludes that digital transformation is a key driver of profitability in UBA Bank Bauchi Branch. It recommends that the bank should further invest in modern digital infrastructures, intensify marketing and customer education on digital platforms, and strengthen its human capital capacity to ensure the full utilization of digital technologies for improved performance and competitiveness.
Full-Text Access Notice
In accordance with the NERD Policy on promoting peer-reviewed publication, public access to the full text of a project, thesis or dissertation is restricted for three years, allowing the author and supervisors sufficient time to pursue peer-reviewed publication.
During this period, researchers with legitimate academic or research purposes may request authorisation directly from the author to enable NERD to release the indexed full texts of the work using the form below.