Abstract

The study was carried out to investigate the impact of technological innovations on bank service delivery in Nigeria. The specific objectives were to determine the effect of automated teller machine, mobile banking and internet banking on bank service delivery in the Nigerian banking industry in Damaturu Metropolis. The study employed a survey research design. The population of the study consists of customers and employees of First Bank of Nigeria Plc, United Bank for Africa and Fidelity Bank Plc all in Damaturu Metropolis. The study made use of primary data sourced through questionnaire administration to 360 customers of these banks and 60 questionnaires administered to employees of these banks. All together 420 questionnaires were issued out while only 368 (315 customers and 53 employees) retrieved questionnaires were answered properly and valid for analytical purpose. Data collected were analyzed using regression analysis as a tool of analysis with the aid of Statistical Package for Social Sciences (SPSS). The result reveals that, there is a significant effect of automated teller machine, mobile banking and internet banking on bank service delivery in the Nigerian banking industry in Damaturu Metropolis. The study concludes that technological innovation has a significant effect on services delivered by banks in Nigeria. Recommendations were made to include, that the Nigerian bank management should improve on their collaboration with network providers to enhance the connectivity to avoid congestion on the ATM queues which save customers’ time and improve customers’ satisfaction; the study again recommends that all the banks operating in Damaturu Metropolis at large should develop mobile apps and persuade customers to have them in their mobile phones. Finally, the study recommends that customers of banks too should embrace the use of internet banking in order to receive better services in the comfort of their rooms and offices thereby decongesting the banking hall and reducing queues at ATMs.

Keywords:

Information Technology, employee performance, customer satisfaction, Deposit Money Banks and Technological Innovations.

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