INFORMATION TECHNOLOGY (IT) ADOPTION AND CUSTOMER SERVICE IN UNITED BANK FOR AFRICA (UBA), ABUJA

Abstract

This study investigates the impact of Information Technology (IT) adoption on customer service in the banking sector, using United Bank for Africa (UBA) in Abuja as a case study. Employing a descriptive survey research design, the study targeted 6,511 UBA staff and customers across various service categories, including POS operators, shop owners, and transport providers. A structured questionnaire was used to collect quantitative data from a stratified random sample of 399 respondents, with a 97.5% return rate. The study assessed variables such as IT adoption, POS transactions, mobile banking, customer satisfaction, and retention. The reliability of the instrument was confirmed with a Cronbach Alpha of 0.81, indicating high internal consistency. Descriptive and inferential statistics, including simple linear regression, were used to analyze the data with SPSS version 26. Findings revealed a statistically significant and positive relationship between IT adoption and efficiency of customer service, POS transactions and customer satisfaction, as well as mobile banking and customer retention. The study concludes that IT adoption, particularly through mobile banking and POS systems, enhances service delivery, customer satisfaction, and loyalty in the banking sector. It recommends sustained investment in IT infrastructure and user-friendly digital platforms to promote customer-centric service innovation.