THE EFFECTS OF DIGITAL TRANSFORMATION ON BUSINESS OPERATIONS OF COMMERCIAL BANKS IN DELTA STATE: A STUDY OF SELECTED BRANCHES IN AGBOR AND ASABA
Abstract
This paper presents an in-depth investigation into the impact of digital transformation on business process efficiency of commercial banks in Delta State with specific reference to selected branches of Zenith, UBA, and First Bank located in Agbor and Asaba. It is important to note that the research utilized quantitative survey design by employing a structured questionnaire to elicit information from 400 respondents including operation officers, customer services managers, technological managers, and corporate accounts managers (Davis, 1989; Rogers, 1995). Data analysis was performed using descriptive statistics and ordinary least square multiple regression analysis through IBM SPSS Statistics version 28. Indeed, the study revealed that digital transformation accounts for 58.4% of the differences in the operating performance of the selected banks’ branches (R = 0.764, R 2 = 0.584, F = 185.30, p < 0.001). Specifically, the Omni-channel banking platforms in the selected banks accelerate transaction processes (β = 0.412, t = 8.12, p < 0.001). At the same time, automated clearing and settlement systems in the selected banks reduce recurrent interest-bearing expenditures (β = 0.389, t = 7.64, p < 0.001). Besides, digital infrastructure optimization in the local communities reduces frequent disconnection reports and mismatched ledger entries (β = 0.475, t = 9.88, p < 0.001). Therefore, the study suggests that banks should consider regional server mirrors, stand-alone industrial electricity networks, and localized technical training to completely eliminate operating delays and increase customer trust.
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Published in Wellspring University Journal of Social and Management Sciences
ISSN: 2616-1296
This article appears in our peer-reviewed academic journal
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