ICT-driven channels as innovative service delivery among selected banks in Southwestern Nigeria

Michael O. Awoleye, Adewale O. Abraham and Oyedepo T. Oyebisi

African Journal of Accounting, Auditing and Finance, 2021, vol. 7, issue 4, 386-408

Abstract: The internet has revolutionised the world activities and has provided various channels to access bank services without any geographical barrier. This study identifies the types and use of ICT-driven service delivery channels; it also determined the effects of the usage on customers with a view to improving the effectiveness of service delivery. Leveraging on diffusion of innovation theory, the research adopted quantitative method to a sample of 414 respondents from three selected states in Nigeria. The result shows that automated teller machines (71.2%), point of sales (40.3), mobile banking (41.4), USSD banking (27.8%) and online banking (29.5%) are prevalent services in the banks. The research also found that 46.2% of the respondents have five years experience in the use of these products. In addition, 45.5% of the respondents reported that the use of the services have become inevitable for their daily business activities. The frequency of ATM use within the selected areas thus may be an indication of the extent of non-compliance with the Nigeria apex bank's mandate on cashless policy. The document thus recommends some useful policy directions to facilitate smooth delivery of ICT-driven channels.

Keywords: ICT-service channels; automated teller machine; ATM; point of sale; PoS; online banking; mobile banking; service delivery; bank products; emerging technologies; Nigeria. (search for similar items in EconPapers)
Date: 2021
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