Title: Artificial Intelligence Adoption And Performance Of bService Firms In South East Nigeria
Authors: Osagie Leslie Uwabor Ph.D, Francis O. Francis Ph.D,
Volume: 10
Issue: 5
Pages: 71-78
Publication Date: 2026/05/28
Abstract:
This study explores how the adoption of artificial intelligence (AI) affects the performance of service firms in South-East Nigeria. It focuses on understanding how the use of chatbots affects customer satisfaction and how automating service processes through AI influences the speed of service delivery. The specific objectives were to: examine the relationship between chatbot usage and customer satisfaction in service firms, and, investigate the effect of AI-driven service process automation on service delivery speed. The research adopted a survey approach, targeting staff of selected service firms in South-East Nigeria that have implemented AI tools. Data was collected using structured questionnaires, with AI adoption measured through the extent of chatbot usage and service automation, while firm performance assessed using customer satisfaction and service delivery speed. Data analysis involved descriptive statistics and regression analysis to determine the strength and direction of the relationships. The study finds that chatbot usage significantly improves customer satisfaction by providing timely and consistent interactions, while AI-powered service automation enhances service delivery speed by streamlining operations. Together, these AI applications positively influence overall performance in service firms. The study concludes that AI adoption plays a key role in improving both operational efficiency and customer experience in the service sector. Chatbots help firms connect better with customers, and automated service processes ensure faster and more reliable service delivery. The study recommends that service firms should embrace AI technologies strategically, focusing on chatbot integration for customer engagement and automation of core services to boost efficiency and satisfaction. Policymakers and industry stakeholders should encourage digital transformation to strengthen innovation and competitiveness in Nigeria's service sector.