E-Banking Instruments and Service Delivery of Commercial Banks in Nigeria: Evidence from United Bank of Africa, Ilaro Branch, Nigeria

Habeeb Olaniyi Olayiwola; Hannah Oluwakanyinsola Olorunyomi

doi:10.56741/jmsd.v4i02.974

Authors

Habeeb Olaniyi Olayiwola
habeeb.olayiwola@federalpolyilaro.edu.ng
The Federal Polytechnic Ilaro
Hannah Oluwakanyinsola Olorunyomi Federal Polytechnic Ilaro

DOI:

https://doi.org/10.56741/jmsd.v4i02.974

Keywords:

Automated Teller Machine, E-Banking Instruments, Internet, Mobile Banking, Point of Sales

Abstract

This study investigated the impact of e-banking tools on service delivery of commercial banks in Nigeria with reference to United Bank of Africa (UBA) Ilaro branch. The study adopted a simple random sampling technique and also collected data through online questionnaires sent to the customers and staff of UBA Ilaro. Eighty Google Form/online questionnaires were filled and retrieved from the respondents. The responses were sorted, coded and analyzed using descriptive and inferential statistics such as regression analysis via SPSS software. The results of descriptive statistics show that all the e-banking instruments are very important in delivering quality services of commercial banks, especially UBA Ilaro branch. From the regression results, it was found that automated teller machine and mobile banking have positive and significant impact on service delivery of UBA Ilaro branch. Although point of sale also had positive relationship with service delivery but it is not statistically significant at 5% critical value. The study concluded that among the instruments of e-banking, automated teller machine and mobile banking services are the essential tools to achieve effective service delivery of UBA Ilaro branch. It was therefore recommended that the Branch Manager should ensure that the ATMs are adequately funded on a consistent basis to provide quality services to their customers. Generally, the government through its agency should ensure optimization of Internet Bandwidth allocation to tackle the problem of internet failure across the country.

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Author Biographies

Habeeb Olaniyi Olayiwola, The Federal Polytechnic Ilaro

is a dedicated lecturer at 'Federal Polytechnic Ilaro’, Ilaro Ogun State, Nigeria, where he specializes in the field of Banking and Finance. With a strong academic background and years of teaching experience, he has been instrumental in delivering core Banking and Economics subjects to undergraduate students, shaping future professionals in the field. His teaching areas include courses like Public Finance, Element of Banking, International Finance, Managerial Economics and Banking Law and Regulations. His scholarly work contributes significantly to the growing body of knowledge in Banking Finance, Economics, and he is frequently engaged in collaborative research works and academic discussions at both national and regional levels. (email: habeeb.olayiwola@federalpolytechnicilaro.edu.ng).

Hannah Oluwakanyinsola Olorunyomi, Federal Polytechnic Ilaro

is an undergraduate student of Banking and Finance at 'Federal Polytechnic Ilaro’, Ilaro, Ogun State, Nigeria. She currently holds National Diploma (ND) in Banking and Finance, where she has developed a strong interest in banking, finance and economics. Hannah has completed her research work, which has been submitted to the Department of Banking and Finance, FPI. Ilaro, Ogun State. (email: hannaholorunyomil24@gmail.com).

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