DIGITAL DISRUPTION AND OPERATIONAL PERFORMANCE OF COMMERCIAL BANKS IN ANAMBRA STATE, NIGERIA
Keywords:
Digital Disruption, Operational Performance, Mobile Money Transfer, Customer Service, Point of Sale.Abstract
The study investigated the relationship that exists between digital disruption and operational
performance of commercial banks in Anambra State, Nigeria. The specific objectives were to examine the relationship that exists between mobile money transfer and customer service quality of commercial banks in Anambra State, to ascertain the relationship between point of sale and employee satisfaction of commercial banks in Anambra State. The study adopted descriptive survey research design and data were collected from respondents with the aid of a structured questionnaire. The population of the study was 6,268 staff of commercial banks in Nnewi, Onitsha and Awka of which 376 was the sample size derived from Taro Yamane Technique. Personal data were analyzed using descriptive statistics of frequency table and percentages. Arithmetic mean was used to analyze respondents ‘responses and hypotheses were tested with Pearson Product Moment Correlation Coefficient with the aid of Statistical Package for Social Sciences (SPSS, version 27). Hypothesis one revealed that mobile money transfer had a significant positive relationship with customer satisfaction of commercial banks in Anambra State. Hypothesis two indicated that there is a positive significant relationship between point of sale and employee satisfaction of commercial banks in Anambra State The study concluded that digital disruption has a statistically significant positive relationship with operational performance of commercial banks in Anambra State, Nigeria. The study recommended that commercial banks in Anambra State need to enhance their mobile money transfer services to improve customer experience.
