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| Mobile Devices Usage and Efficiency of Bank Services: Evidence from the Nigerian Banking Sector
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EKAKITIE-EMONENA, SUNNY (Ph.D) and IFIJEH, SARAH OMOKHEFE
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Abstract:
Mobile devices have taken the center stage in almost every aspect of human endeavor. Mobile banking help banks improve the efficiency and effectiveness of services offered to customers, and enhances business processes, managerial decision making, and work group collaborations, which strengthens their competitive positions in rapidly changing and emerging economies. The study investigates the main factors that may enable or hinders mobile device usage and their influence on bank service efficiency level. The study adopt survey research design using structured question to sample response and opinion of staff and customer of five (5) selected banks operating in the Niger Delta State Nigeria. A total of two hundred and eighteen respondents formed the sample size of the study. Data collected were subjected to multiple regression analysis and results presented in tables and figure. The result of the analysis suggests strong association between mobile device usage and bank service efficiency. The result identified device portability, ease of usage, speed of transaction and security as key enablers of mobile banking service success. Furthermore the result revealed Operational complexity, safety concerns', network challenges and bank charges are adversely and significantly correlated with efficient bank service except cost of adoption. In the light of these outcome the study recommends among others that banks in Nigeria should consider taking advantage of their current information and communication technology capabilities to create more value yielding services to attract and satisfy customers.
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