Authors : Damilare Samson Olaleye

Volume/Issue : Volume 11 - 2026, Issue 4 - April

Google Scholar : https://tinyurl.com/yc7pyknd

Scribd : https://tinyurl.com/34e2cdh6

DOI : https://doi.org/10.38124/ijisrt/26apr2453

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : The growing prevalence of information technology (IT) systems in the banking and financial services sector has been known to continue to transform service delivery quality. This study investigated the connection between IT and service delivery quality from the context of the banking and financial services sector in Nigeria. The study focused on the mediating role of Technology Acceptance model (TAM) and was also grounded in the service quality (SERVQUAL) model by measuring how information technology affects reliability, assurance, tangibility, empathy and responsiveness (RATER) of financial services. Descriptive research design was used in this study following quantitative approach. The data was gathered through survey questionnaire from sample of 400 respondents selected through simple random sampling technique. The analysis of data was done through statistical methods such as descriptive and inferential statistics. These included frequency count, percentages, mean, standard deviation and regression. The results from the study showed that perceived ease of use of IT systems has significant effect of 79.7% on service delivery quality. Also, there is significant effect of perceived usefulness of IT systems of 85.0% on service delivery quality. The study concluded that IT systems that are easy to use and useful to consumers have significant positive effects on service delivery quality. The study recommended that financial service providers in Nigeria should concentrate on customer-centered IT solutions that align with operational efficiency and user expectations.

Keywords : Financial Services, Information Technology, Percieved Ese of Use, Percieved Usefulness Quality, Service Delivery.

References :

1. Abiodun, O., & Oniku, A. (2025). Artificial Intelligence, Customer Profiling and Satisfaction in the Nigerian Banking Industry in Lagos State . International Journal of Social Science and Economics Invention, 11(04), 81 - 89. https://doi.org/10.23958/ijssei/vol11-i04/390
2. Adewoyin, A. O. (2025). Effect of information and communication technology on service delivery and profitability of banks in Nigeria. African Banking and Finance Review Journal, 20(7), 121-141.
3. Arli, D., van Esch, P., & Weaven, S. (2024). The Impact of SERVQUAL on Consumers’ Satisfaction, Loyalty, and Intention to Use Online Food Delivery Services. Journal of Promotion Management, 30(7), 1159–1188. https://doi.org/10.1080/10496491.2024.2372858.
4. Asipita, T. S. (2024) Effects of Information Communication Technology and Customer Service on Customers’ Satisfaction: A Study of the Courier and Parcel Industry in Nigeria, British Journal of Marketing Studies, 12(2),43-59.
5. Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation. Journal of Innovation and Entrepreneurship, 12(1), 22.
6. Barba-Sánchez, V., Meseguer-Martínez, A., Gouveia-Rodrigues, R., & Raposo, M. L. (2024). Effects of digital transformation on firm performance: The role of IT capabilities and digital orientation. Heliyon, 10(6).
7. Chukwukaelo, U., Onyeiwu, C., & Amah, P. (2018). Impact of information technology on performance of banks in Nigeria. American Journal of Humanities and Social Sciences Research, 2(8), 92-100.
8. Bell, E., Bryman, A., & Harley, B. (2022). Business Research Methods. Oxford University Press. https://doi.org/10.1093/hebz/9780198869443.001.0001
9. Dwivedi, D. P. K. (2025). The Impact of Technology on Customer Experience in Financial Services. Available at SSRN 5315309.
10. Francis, F. B., & Azeez, B. A. (2020). Effects of service delivery quality on customer satisfaction of deposit money banks in Nigeria. Gender and Behaviour, 18(2), 15425-15435.
11. Hananu, B., Abdul-Hanan, A., & Abdul-Rasheed, H. (2015). Evaluation of the effects of information and communications technology (ICT) on quality customer service delivery in the banking industry: evidence from selected banks in the Tamale metropolis. International Journal of Innovation and Scientific Research, 15(1), 161-174.
12. Hinson, R. E., Mensah, E. A., & Odame, D. A. (2024). Customer Service Delivery in Africa: Consumer Perceptions of Quality in Selected African Countries. Productivity Press.
13. Iberahim, H., Taufik, N. M., Adzmir, A. M., & Saharuddin, H. (2016). Customer satisfaction on reliability and responsiveness of self service technology for retail banking services. Procedia Economics and Finance, 37, 13-2.
14. Ibrahim, M., Emmanuel, C., Yeboah, D., & Kumah, A. (2025). The influence of digital technologies on quality service delivery in the public sector: the mediating role of service expectation. Future Business Journal, 11(1), 158.
15. Imam, Y., & Khan, A. K. (2025). Understanding service quality: A review of concepts, models, and future directions. International Journal of Research and Analytical Reviews, 12(2), 187-195.
16. Inyo, N., & Githii, W. (2022). Quality management, customer inputs and operational complexity in knowledge-based service operations. Journal of Service Science and Management, 15(3), 226-255.
17. Keneni, A. D., & Mabhungu, I. (2025). Service quality measurement practices in commercial banks: A systematic literature review. Africa’s Public Service Delivery and Performance Review, 13(1), 937.
18. Kim S. H., & Yang YR. The Effect of Digital Quality on Customer Satisfaction and Brand Loyalty Under Environmental Uncertainty: Evidence from the Banking Industry. Sustainability. 2025; 17(8):3500. https://doi.org/10.3390/su17083500.
19. Kotler, P., & Armstrong, G. (2023). Principles of Marketing (Global ed., 19th ed.). Pearson.
20. Kyeremeh, K., Prempeh, K. B., & Afful Forson, M. (2019). Effect of information communication and technology (ICT) on the performance of financial institutions (A case study of Barclays Bank, Sunyani Branch).
21. Li, W. & Ding, H. (2024). Research on the Impact of Technological Innovation on the Financial Services Industry. Frontiers in Sustainable Development, 4(4)109.
22. Molavi, H., Rahimnia, F., & Zhang, L. (2026). Enhancing financial advisory quality in emerging markets: the role of strategic planning, FinTech adoption, and policy in service delivery. Financial Innovation, 12(1), 79.
23. Nguyen, Tan Phat & Huynh, Cong Minh, 2025. "Customer Satisfaction in Home Delivery Service in Vietnam: The Impact of Service Quality, Perceived Value, and the Mediating Role of Trust," MPRA Paper 123201, University Library of Munich, Germany.
24. Nolte, E., Karanikolos, M., & Rechel, B. (2022). Service delivery. Health system performance assessment, 160.
25. Olalekan, A. J. (2020). Bank Service Delivery in Nigeria. In Banking and Finance. IntechOpen.
26. Olatunji, F., Sajuyigbe, A. S., Tella, R. A., Oke, O. D., Babalola, O. A., & Adebayo, W. (2025). Assessing the impact of financial service digitalization on SME businesses in Lagos, Nigeria. Journal of Entrepreneurship & Business, 6(1), 94-118.
27. Olopade, J., Akintan, I., & Jolaosho, S. O. (2025). Technological Innovation and Customers' Patronage of Selected Deposit Money Banks in Abeokuta, Ogun State. Journal of International Business, Economics and Entrepreneurship, 10(2), 143-158.
28. Parasuraman, A., Zeithaml, V. and Berry, L. (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 12-40.
29. Prakash G (2019). Understanding service quality: insights from the literature". Journal of Advances in Management Research, 16 (1)64–90, doi: https://doi.org/10.1108/JAMR-01-2018-0008.
30. Prashar, A., & Antony, J. (2018). Towards continuous improvement (CI) in professional service delivery: a systematic literature review. Total Quality Management & Business Excellence, 1-29.
31. Roslan, N. A. A., Mohd Nor, N., & Wahab, E. (2015). Service quality: A case study using SERVQUAL model. Advanced Science Letters, 21(6), 2159-2162.
32. Saunders, M. N. K., Lewis, P., & Thornhill, A. (2023). Research Methods for Business Students (9th ed.). Pearson.
33. Shi, Z., & Shang, H. (2020, July). A review on quality of service and servqual model. In International conference on human-computer interaction (pp. 188-204). Cham: Springer International Publishing.
34. Sina, M. A., Chowdhury, M. S. A., Shakib, M. T., Akter, S., & Arafat, A. Y. (2021). The role of information technology in improvement of quality of the financial reports prepared by the commercial banks in Bangladesh. Indian Journal of Finance and Banking, 5(2), 85-97.
35. Stevenson, W. J. (2024). Operations and supply chain management. McGraw-Hill Education. New York.
36. Trinh, V. H. D., & Ngan, T. T. T. (2020). The impact of service delivery technology on bank performance: Evidence in Vietnam. Tạp Chí Khoa Học và Công Nghệ-Đại Học Đà Nẵng, 38-42.
37. Uche, C. N., & Abiodun, O. (2025). Influence of digital transformation on financial reporting in large corporations in developing economies: a case study of Nigeria. Int J Res Innovation Social Science, 9(5), 3277-83.
38. Yücesan, E., 2016. Impact of information technology on supply chain management. Journal of Operational management, 12(10), 127-137.
39. YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing, 37(5), 1215-1233.