Impact of ICT on Customer Care Management in First Bank of Nigeria and Guaranty Trust Bank
Main Article Content
Abstract
The study examined the impact of Information and Communication Technology (ICT) on customer care management in First Bank of Nigeria and Guaranty Trust Bank, with a focus on service delivery, operational challenges, and remedial strategies. Guided by three research questions, the study employed a mixed-method design, integrating quantitative surveys and qualitative interviews. A sample of 400 respondents, including 20 key informants, was selected using purposive and simple random sampling techniques, achieving an 88.7% response rate. Quantitative data were analysed using descriptive statistics, while qualitative data were subjected to thematic analysis. Findings reveal that ICT-driven customer service significantly enhances service delivery by improving accessibility, speed, convenience, security, and customer satisfaction, with Customer Relationship Management (CRM) software identified as the most widely adopted tool. However, banks face challenges such as system downtime, inadequate staff training, high ICT costs, customer usability difficulties, and security concerns, which impede effective ICT utilisation. Remedies proposed include continuous staff training, customer education, system maintenance and upgrades, robust cybersecurity measures, and prompt technical support.
Downloads
Article Details
Section
How to Cite
References
Adebisi, J., & Olayinka, O. (2018). Impact of ict on customer service delivery in Nigerian Banks: A Case Study of First Bank Nigeria Plc. International Journal of Business and Management Review, 6(2), 45-60.
Ajibade, P, (2018), "Technology Acceptance Model Limitations and Criticisms: Exploring the Practical Applications and Use in Technology-related Studies, Mixed-method, and Qualitative Researches. Library ://digitalcommons.unl.edu/libphilprac/1941
Amer, R. S., &Abdulwahhab, F. L. (2020). Achieving the competitive advantage bu using customer relationships management (CRM). Polish Journal of Management Studies, 21(1), 61-70. https://doi.org/10.17512/pjms.2020.21.1.05
Ayo, C. K., Olaleye, S., & Akinboade, O. A. (2018). The impact of information and communication technology (ICT) on banking performance in Nigeria. Journal of Business and Technology, 2(1), 45-60.
Ayozie, C. M. (2022). Service quality and customer satisfaction in First Bank PlcOwerri,Imo State. African Scholars Journal of Business Development and Management Research, 25(7), 355 372.
Dazagbyilo, Y. Y. K., Shang, S., Emmanuel, O. C., &Kir, K. F. (2021). Customer relationship management as a tool for improving customer loyalty in the banking industry: An empirical study of Guaranty Trust Bank PLC situated within the Central Business District, FCT Abuja, Nigeria. Open Journal of https://doi.org/10.4236/ojbm.2021.95124 Business Management, 9, 2299-2311.
Ekakitie-Emonena, U. P., &Sado, D. (2023). Public Relations Practices and Customer Satisfaction in Leading Banks in Nigeria: An Empirical Study. International Journal of Social Sciences and Management Research, 9(01), 35-47.
Eze, G. P., &Markjackson, D. (2020). Determinants of financial inclusion in Nigeria. IOSR Journal of Economics and Finance, 11(1), 14-22. https://doi.org/10.9790/5933- 1101041422
Eze, S. C., & Nwachukwu, A. N. (2021). ICT Adoption and Customer Satisfaction in Nigerian Banks: A Comparative Study of First Bank and Guaranty Trust Bank. Journal of Banking and Finance, 12(3), 112-130.
Hennink, M., & Kaiser, B. N. (2022). Sample sizes for saturation in qualitative research: A systematic review of empirical tests. Social Science and Medicine, 292, 114523. https://doi.org/10.1016/j.socscimed.2021.114523
O. Isibor, A. A., Omankhanlen, A. E., Okoye, I. U., Achugamonu, B. U., Adebayo, M. E. Afolabi, G. T., Ayodeji, E. (2018). Impact of electronic banking on customers'satisfaction and economic growth inNigeria. International Journal of Civil Engineering and Technology, 9(12), 536-544.
Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing, 8(4), 595- 604. doi:10.1108/JIMA-07-2015-0049
Kajamaa, A., Mattick, K., & delaCroix, A.(2020).How to do mixed-methods research. The Clinical Teacheer, 17(3),267-271. https://doi.org/10.1111/tct.13145
KPMG. (2020). The customer in a new reality. 2020 Nigeria banking industry customer experience survey. https://assets.kpmg.com/content/dam/kpmg/ng/pdf/advisory/2020- kpmg-nigeria banking-industry-cx-survey-ii.pdf.
Laya, H. M., & Bans-Akutey, A.(2022).Technology and banking operations: Perspectives of international students in a Ghanaian University. Annals of Management and Organisation Research, 4(1), 21-33.
Lee, A. T., Ramasamy, R. K., & Subbarao, A. (2025). Understanding Psychosocial Barriers to Healthcare Technology Adoption: A Review of TAM Technology Acceptance Model and Unified Theory of Acceptance and Use of Technology and UTAUT (Basel, Switzerland), 13(3), 250. Frameworks. Healthcare https://doi.org/10.3390/healthcare13030250
Liaaen, J. M., Ytterhus, B., & Söderström, S. (2021). Inaccessible possibilities: Experiences of using ICT to engage with services among young persons with disabilities.Disability and Rehabilitation: Assistive Technology, https://doi.org/10.1080/17483107.2021.2008530 18(8), 1377-1384.
Morse, J. (2015). Data were saturated . . . [Editorial]. Qualitative Health Research, 25, 587-588.
https://doi.org/10.1177/1049732315576699
Nuseir, M. T., El Refae, G. A., Aljumah, A., Alshurideh, M., Urabi, S., & Al-Kurdi, B. (2023). Digital marketing strategies and the impact of customer experience: A systematic review. Studies in Conceptual Intelligence, 1056. https://doi.org/10.1007/978-3-031-12382-5_2
Nwakoby, N. P., Sidi, C. P., &Ofobruku, S. A. (2019). Impact of information and communication technology on the performance of deposit money banks in Nigeria. Nigerian Academy of Management Journal, 14(2), 68-78.
Ohiani, A. S. (2020). Technology innovation in the Nigerian banking system: Prospects and challenges. Rajagiri Management Journal, https://doi.org/10.1108/RAMJ-05-2020-0018
Ojo, A. (2020). Digital banking and customer experience in Nigeria: Challenges and opportunities. African Journal of Business Management, 14(3), 89-101.
Oladele, O. (2020). Digital Transformation and Customer Relationship Management in Guaranty Trust Bank Nigeria. African Journal of Business Management, 14(4), 89-102.
Oluyi, I. A., &Abioye, L. A. (2020). A comparative study of electronic banking service delivery in First Bank of Nigeria Plc. and Guaranty Trust Bank Plc. International Journalof Media, Journalism and Mass Communications, 6(3), 21-39.
Ovia, E. (2011). The role of ICT in banking: A case study of Nigerian banks. International Journal of Business and Management, 6(11), 196-204.
Parajuli, S., Paudel, U. R., &Devkota, N. (2020). Banking communications: A perceptual study of customer relations. South Asian Journal of Social Studies and Economics, 8(3), 23-34. https://doi.org/10.9734/SAJSSE/2020/v8i30212
Pujianto, S. (2024). Effectiveness of employee training and development in increasing productivity and innovation in multinational companies. Global International Journal of Innovative Research, 2(9), 2245-2256. https://doi.org/10.59613/global.v2i9.325
Samuel-Ogbu, I. (2022). Digital technology and the transformation of the Nigerian banking system: The operators' perspective. Economic and Financial Review, 60(4), 133-150.
Schorr, A. (2023b). The Technology Acceptance Model (TAM) and its Importance for Digitalization Research: A https://doi.org/10.2478/9788366675896-005 Review. Sciendo eBooks, 55–65.
Shah, M. H., Shah, M. W., & Gul, S. F. (2020). Employee training on customer satisfaction: Mediating role of employee performance and the moderating role of job autonomy. Global Journal of Human Resource Management, 8(2), 33-57.
Siddiqui, F. A., Zafar, H., &Ferdos, J. U. (2025). The role of training and satisfaction in the banking sector enhancing employee retention. The Critical Review of Social Sciences Studies, 3(1), 1715-1737. https://doi.org/10.59075/my8myr29
Susanto, E., &Khaq, Z. D. (2024). Enhancing customer service efficiency in start-ups with AI: A focus on personalisation and cost reduction. Journal of Management and Information, 3(2), 267-281. https://doi.org/10.27824/jmi.v3i2.34