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ABSTRACT
Information Communication Technology is an important aspect of almost every sector worldwide, especially the banking sector. In other to meet up with the evolving technological demand, commercial banks are not left out in the adoption of ICT to deliver quality services and customer satisfaction. This study examined the impact of ICT innovation in delivering quality service in the Nigerian banking sector. The variables utilized for this study were Automated Teller Machines (ATMs), Point of Sale (POS), Mobile banking, Internet banking. This study employs the use of primary data; 100 questionnaires were distributed amongst respondents. Hypotheses were formulated and tested using chi-square and regression analysis. This study analyzed that the innovation and application of ICT in the Nigerian banking sector has been efficient and effective in quality service delivery to customers. It also reveals the use of electronic banking as significantly revolutionizing service delivery to improve customer satisfaction through the various innovations like ATM, POS, Mobile banking and Internet banking. The study recommends that commercial banks in the Nigerian banking sector should ensure regular training and skill development of all operational staff, promote digital literacy amongst customers, invest in cyber security and regular technology update. The study also recommends the implementation of block chain technology, collaboration with FinTech, the use of Artificial Intelligence and Chatbots, use of data analytics to identify trends in other to ensure customer satisfaction.
