Use of Information and Communication Technologies (ICTs) for Customer Service Communication in Select Commercial Banks in FCT, Abuja
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This study examined the use of Information and Communication Technologies (ICTs) for customer service communication in selected commercial banks in the Federal Capital Territory (FCT), Abuja. The study was anchored on the Expectation Confirmation Theory and adopted a mixed-methods research design, employing questionnaire surveys and interview guides to collect quantitative and qualitative data from bank staff and customers. Descriptive statistics were used to analyse the study objectives, while linear regression analysis was employed to evaluate the effectiveness of ICT tools in delivering timely and satisfactory customer service. The findings revealed that the selected banks utilise a range of ICT tools, including Customer Relationship Management (CRM) systems, mobile banking applications, internet banking platforms, chatbots, social media channels, and digital onboarding systems. Among these, CRM systems emerged as the most widely utilised because of their contribution to customer relationship management, faster response times, and improved service efficiency. It further found that ICT tools have enhanced customer convenience by enabling 24-hour banking services, faster transaction processing, personalised customer support, and more efficient communication. Regression analysis further showed that ICT tools had a significant positive effect on customer service effectiveness (β = 0.712, R² = 0.468, p < 0.001), indicating that increased utilisation of digital technologies improves timely and satisfactory service delivery. Despite these benefits, challenges such as technical glitches, system integration difficulties, regulatory constraints, staff adaptation issues, and cybersecurity concerns continue to hinder the optimal utilisation of ICT tools. The study concluded that ICT has become an indispensable driver of effective customer service communication and service delivery in commercial banks in the Federal Capital Territory, Abuja. The study recommends that commercial banks should continuously invest in and upgrade ICT infrastructure while addressing operational, infrastructural, and cybersecurity challenges to maximise customer satisfaction and sustain competitive advantage
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