DIGITAL DISRUPTION AND OPERATIONAL PERFORMANCE OF COMMERCIAL BANKS IN ANAMBRA STATE, NIGERIA

Abstract

This study ascertained the effects of digital disruption and operational performance of commercial banks in Anambra State, Nigeria. Specifically, the study examined the effect of mobile banking on customer satisfaction of commercial banks. It also ascertained the effect of point of sale (POS) on profitability of commercial banks. The study employed descriptive survey research design on a population of 899 with a sample size of 277 determined using Taro Yamane formula. The hypotheses were tested with simple linear regression analysis. Hypothesis one revealed that there is a statistically significant and positive effect of mobile banking on customer satisfaction of commercial banks. Hypothesis two revealed a significant and positive effect of Point of Sale (POS) on profitability of commercial banks. The study concludes that there is a statistically significant positive effect of digital disruption on operational performance of commercial banks in Anambra state, Nigeria. Based on the conclusion, the study recommends that commercial banks need to prioritize the development and enhancement of mobile banking services to significantly improve customer satisfaction. Also, the management of commercial banks need to strategically expand and optimize their Point of Sale (POS) networks to significantly enhance profitability.