INFORMATION AND COMMUNICATION TECHNOLOGY TOOLS AND PERFORMANCE OF ZENITH BANK PLC.

Abstract

This study impacts of adoption of information and communication technology tools on the performance of Zenith Bank Plc. observed that most DMBs in developing economies are still facing challenges in adopting appropriate and sophisticated ICT tools in their operations and services. Thus, it examined the effect of ICT on organisational performance. The study had a population of 7,544 employees in the six geopolitical zones. The Yamane’s simplified formula for sample size determination was employed to arrive at an adjusted sample size of 380. Thus, copies of questionnaire were administered on the respondents using the stratified, purposive and random sampling techniques. 63.95% of the distributed copies of questionnaire were completed and returned. The data gathered were analyzed using the simple percentage (%) while the hypotheses were tested using ANOVA and Multiple Regression techniques via the Statistical Package for Social Sciences (SPSS) version 22. The study found that the adoption and application of Information and Communications Technology tools significantly affected the quality of service delivery and customer retention at Zenith Bank Plc. during the period (2015-2024) under study. Thus, it was concluded that the adoption of ICT has significantly impacted on the performance of Zenith Bank Plc. Thus, the study recommended that contemporary organisations, especially those in highly competitive industries like the deposit money bank in Nigeria should deliberately, consciously, diligently adopt and apply the appropriate ICT tools to enable them remain competitive, so as to continue to grow and expand.