A study on the Impact of Information Technology on the Performance of Sierra Leone Public and Private Sector Banking Industry: Comparative study of Sierra Leone Commercial Bank (SLCB) and Zenith Bank of Sierra Leone (ZBSL)


Authors : Anthony Swaray Domawa; Foday Kamara

Volume/Issue : Volume 6 - 2021, Issue 7 - July

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/3xz9lm1

Commercial Banks in Sierra Leone have tremendously profited from technology innovative sciences in the form of information communication technology (ICT) usage, which have positively impacted the performance of employees and also stimulated customers’ actions and reactions with the desire to keep doing business with these banks. This piece of work studied the reactions of both employees and customers towards the application of ICT by commercial banks and the outcome of the performance of these banks. The research used two major commercial banks as case studies to represent both public and private commercial banks in the country. The only public commercial bank, the Sierra Leone Commercial bank (SLCB) and the Zenith Bank Sierra Leone were used to represent all the commercial banks within and without the capital city, Freetown. Three null hypotheses were created according to the questionnaire shared to the two banks, to test if there is no scientific connection between technology innovation, customers’ satisfaction and employees’ performance. The research used a software application known as KoBo Collect Tool Box to share the questionnaire with the two banks. The research used 199 responses from the many responses that came from the banks’ employees and customers. The Chi-square was used to test the hypotheses, and regression analysis and ANOVA were used to test the linearity of high levels of automation of banking service in Sierra Leone. The result shows that innovative technology has influence on employees’ performance, customers’ satisfaction that leads to increase in bank profitability. It recommends the banks invest hugely on ICT for efficient management of technological innovations

Keywords : Information Communication Technology (ICT), Performance, Sierra Leone, Banking Industry, Sierra Leone Commercial Banks (SLCB), Zenith Banks Sierra Leone (ZBSL).

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