Abstract
In recent times, performance declined in the Nigerian banks with an imminent systemic poor operational and financial performance of the financial sector, could have a grave effect on the economy entirely. Also, lack of knowledge and inappropriate applications of ICT tools and techniques has resulted to poor sustainable performance of most Nigeria banks and this has led to continuous low profitability of the banks. Hence, the need to examine how ICT tools can enhance sustainable performance of banks. This research study adopted a cross-sectional survey research design with the use of structured questionnaire, which was designed to obtain data from respondents. The study population comprised all top and middle strategic managers of the 19 quoted deposit money banks in Nigeria as at the end of 2019 with a total of 3,407 staff, Stratified random sampling method was also used for the selection of 510 deposit money banks’ employees from the selected banks branches. The result of findings show that ICT dimensions (mobile banking, online banking, automated teller machine and bankers automated clearing service) has significant effect on customer loyalty ((<i>Adj. R<sup>2</sup></i> of 0.938<i>F-statistic</i><sub>(4, 470)</sub>=180.142, p<0.05). Also on customer satisfaction (Adj. R<sup>2</sup>) of 0.903 000 (<i>F-statistic</i><sub>(4, 470)</sub>=149.584, p<0.05). Also on profitability of selected deposit money banks in Lagos state, Nigeria <i>(Adj. R<sup>2</sup> of 0.915, (F-statistic<sub>(4, 470)</sub>=160.440, p<0.05). The result also shows that ICT dimensions have significant</i> effect on service delivery (<i>Adj. R<sup>2</sup></i> of 0.635, <i>F-statistic</i><sub>(4, 470)</sub>=206.603, p<0.05). These implies that deposit money banks should improve policies that strengthen its employment of ICT dimensions as this will enhance the overall performance and performance sustainability of the deposit money banks in Nigeria.
Highlights
The study will answer the question: what is the effect of Information and Communication Technology (ICT) dimension on service delivery of the selected deposits money banks in Lagos state, Nigeria? Base on these problem identified, this study will investigate the effect of ICT dimensions on bank sustainability performance
The results reveal that mobile banking (β=0.105, p=0.028), online banking (β=0.218, p=0.000) and bankers automated clearing service (β=0.585, p=0.000) were positively and statistically significant to customer loyalty at 5% level of significance
The results reveal that online banking (β=0.158, p=0.001), automated teller machine (β=0.179, p=0.001) and bankers automated clearing service (β=0.589, p=0.000) were positively and statistically significant to customer satisfaction at 5% level of significance
Summary
Information technology has become a key element in economic development of many countries in the world. Adegbie Folajimi Festus et al.: Information and Communication Technology and Sustainable Performance of Selected Listed Deposits Money Banks in Lagos State, Nigeria knowledge on the subject matter To achieve these objectives, the study examines the relationship between ICT investments; ICT cost efficiency and bank sustainable performance in Nigerian banking industry. The study examines the relationship between ICT investments; ICT cost efficiency and bank sustainable performance in Nigerian banking industry Based on these persistent issues of unstable bank performance and poor application of ICT system dominating the Nigeria banking industry, this study will examine the effect of information and communication technology and sustainable performance of selected listed deposits money banks in Lagos state, Nigeria. There has been huge investment in ICT infrastructures and personnel
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