Impact of Mobile Banking on Service Delivery in the Nigerian Commercial Banks

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Impact of Mobile Banking on Service Delivery in the Nigerian Commercial Banks

Abstract

Electronic banking services have become an important practice among commercial banks in Nigeria. The introduction of E- banking services has improved banking efficiency in rendering services to customer. The study aims at examining the impact of mobile banking on service delivery in the Nigeria commercial banks. The study was carried out in Lagos state with One hundred and forty (140) Questionnaires administered and distributed to both senior and junior staff of the selected banks, Thirty five (35) staff each were picked from the four (4) selected banks. One hundred and Twenty five (125) Questionnaires were found useful for the purpose of the study representing 83.3% of the total questionnaire distributed. Data collected was analyzed using frequency table, percentage and mean score analysis while the non-parametric statistical test Chi- square was used to test the formulated hypothesis using STATA 10 data analysis package/software to examine the impact of mobile banking on service delivery and also look at the relationship between mobile banking and service delivery in the sampled banks. The results of the findings shows that Mobile banking improve banks service delivery in a form of transactional convenience, savings of time, quick transaction alert and save of service cost which has recuperate customer’s relationship and satisfaction. To this end, It is recommended that banks management should Create awareness to inform the public about the benefits derived on the e-banking service products, Collaboration among banks should perfectly maintain, Skilled manpower and computer wizard should be employed by every Banks, in other to prevent fraudulent personal and hackers from manipulating the Banks data and stealing money from the Banks accounts. Finally Provision and maintenance of public network, system such as telephone (Nitel) the availability of these basic infrastructures is fundamental to the efficient functioning of the mobile banking services.

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