THE IMPACT OF ELECTRONIC BUSINESS ON PERFORMANCE (A CASE STUDY OF A NIGERIA BANK)


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THE IMPACT OF ELECTRONIC BUSINESS ON PERFORMANCE  (A CASE STUDY OF A NIGERIA BANK)                                                                           ABSTRACT:     Electronic business has been widely adopted in different parts of the world. In Nigeria, the initial adoption of electronic business in Nigerian banks was in 1990. The aim of this research was to identify if there was a significant impact of e-business services and products on the performance of banks in Nigeria. Several research have been conducted on e-business and performance but in different contexts. This research is particularly of benefit to the bank understudied and the industry with which the bank operates. It is also essential to the academic field since e-business has not been researched based on its impact on banks’ performance in Nigeria. Performance of banks for the purpose of this research is based on employee efficiency and profitability. A quantitative research design was adopted to answer the research question and achieve the research objectives. A branch of a bank was understudied and the respondents constituted all employees in the branch who are directly and indirectly involved in e-business products and services of the bank. A questionnaire was designed to achieve the purpose of the research and administered to respondents via Bristol online survey. The data collected were imported on Statistical Package for the Social Sciences (SPSS) and analysed with ANOVA. From the results, electronic business had a significant impact on employee efficiency and profitability of the bank understudied. Electronic banking influences banking management, provides better channels to market bank’s products and services and contributes to effective cost management system. Electronic banking from the results had the strongest impact on the internal users (employees).With the positive results from the study, banks in Nigeria that are yet to adopt e-business products and services are encouraged to do so since its adoption has helped in increasing the profit margin of banks and the efficiency of employees.  Although there was a significant impact on employee efficiency and profitability, the results were limited to one branch of a bank. The results may not be the same with a wider population. Further research may be conducted on the impact of electronic business on the performance of Nigerian banks by understudying more than one bank.TABLE OF CONTENTSContent                                            PageTitle page    -    -    -    -    -    -    -    -    -    -    iApproval    -    -    -    -    -    -    -    -    -    -    iiDedication    -    -    -    -    -    -    -    -    -    -    iiiAcknowledgement    -    -    -    -    -    -    -    -    -    ivAbstract    -    -    -    -    -    -    -    -    -    -    vList of Tables    ivList of Figures    vList of Appendices    viList of Abbreviations    viiCHAPTER ONE- INTRODUCTION    21.1    Background to the Study    21.2   Research Focus and Motivation    31.2    Research Aims and Objectives    41.4   Structure of the Research    4CHAPTER TWO- LITERATURE REVIEW    62.1   Introduction    62.2   The Concept of E-business    62.3   Adoption of E-banking Services in Nigeria    82.4   Benefits of E-business    92.5   E-banking and its Types    122.5.1   Automated Teller Machine (ATM)    122.5.2   Mobile or Telephone Banking    132.5.3   Internet banking    132.5.4   Home Banking    142.5.5   Corporate Electronic Banking (CEB)    142.5.6   Inter-Bank E-banking    142.6   E-banking and Performance in Nigeria    152.7   Performance Measurements of E-banking    172.7.1   Organisation Efficiency (Profitability)    182.7.2   Employee Efficiency    192.8   Research Gap    192.8.1 Organisation’s Efficiency    202.8.2 Employee’s Efficiency    202.9   Chapter Summary    20CHAPTER THREE- RESEARCH METHODOLOGY    213.1   Research Philosophy    213.2   Research Approach    223.3   Methodological Choice    233.3.1   Independent and Dependent Variables    233.3.2   Hypotheses    243.4   Research Strategy    253.5   Data Collection Technique    253.6   Data Analysis    263.7   Research Validity and Reliability    27CHAPTER FOUR-RESULTS, ANALYSIS AND DISCUSSION    284.1 Data presentation and analysis    284.1.1 Demographic information of the respondents    284.1.2   Electronic Banking Services Adoption    314.1.3   E-banking on Improved Bank Services    324.1.4   Employee Efficiency    334.1.5   Organisational efficiency (Profitability)    354.2   ANOVA Results    364.2.1 Impact of e-business on Performance (Employee Efficiency)    374.2.2 Impact of e-business on Performance (Organisation Profitability)    394.3   Discussion of findings    414.4   Chapter Summary    44CHAPTER FIVE- CONCLUSION    455.1   Summary    455.2   Implication of Findings    465.3   Limitations of Research    475.4   Recommendation for Further Research    47REFERENCES    48List of FiguresFig   1.1 Research Focus……………………………………………………………….. 2Fig   3.1 Research Design………………………………………………………………20Fig   3.2 Research Elements…………………………………………………………… 23Fig4.1 Gender of the Survey Respondents…...................................................... 28Fig4.2 Ageof the Survey Respondents…………………………………………….. 29Fig4.3 Departments of the Survey Respondents…...............................................29Fig4.4 Position (Level) of the Survey Respondents............................................. 30Fig4.5 years of Working Experience of the Survey Respondents………………....31Fig4.6 Electronic Bank Services Adoption…………………………………………. 31Fig   4.7 E-Banking has improved the service of the banking industry……………. 32Fig 4.8 Correlation of employee efficiency sub-variables…………………………. 33Fig 4.9 Employee Efficiency Responses……………………………………………. 34Fig 4.10 Correlation of organisation efficiency (profitability)…………………….…35Fig 4.11 Organisation Efficiency (Profitability) Responses………………………... 36CHAPTER ONE- INTRODUCTION1.1    Background oF the StudyThe rapid increase in the level of innovation in Information and telecommunication technology (ITC) has revolutionised the operation of the banking industries and transformed banking activities from manual (that is, brick and mortar system) to automated banking systemto make payments and provide other banking services (Adesuyi et al., 2013).  E-business refers to the use of computer and internet technologies to carry out banking activities such as funds transfer, account enquiries and printing of banking statements, amongst others, which tends to reduce operation cost and speed (Bajaj and Nag, 2005). E-business was introduced in Nigeria and initially launched in 1990 with a bank which started off with the use of Automated Teller Machine to provide electronic banking services to its customers such as cash dispensing and account enquiries (Adewuyi, 2011). This thus became the advent of e-business in Nigeria banking industries. E-business in Nigeria banking industries now include Automated Teller Machine (ATM), mobile banking, home banking, internet banking, corporate electronic banking inter-bank electronic banking and electronic funds transfer. The aforementioned were further discussed in this work for detailed clarification on the topic. Since the adoption of e-e-business in Nigeria, the use of ATM has become generally acceptable with banks recording a significant amount of transactions from this e-business mean.This research sought to identify the impact of e-business on banks performance in Nigeria. The performance of banks has various meanings to different concerned parties. This can be measured in financial and nonfinancial terms. To the bank itself and its shareholders, performance is measured in terms of profitability (Bekker, 2010). The research of Bekker (2010) also stated that performance of banks can be measured in terms of solvency and efficiency. Ittner and Larcker (2008) mentioned that customer loyalty and employee satisfaction and productivity can be used as performance measures. The research of Simpson and Kohers (2002) also found out that corporate social responsibility is positively related to financial performance.For the purpose of this research, the impact of electronic banking on bank’s performance centers on profitability (financial performance measurement and employee efficiency (nonfinancial performance measurement). 1.2   Research Focus and MotivationThe interest in this research lied in the evaluation of the performance of banks in the Nigerian context. Various researches attribute performance based on various suitability factors or measuring benchmarks such as solvency, corporate social responsibility, profitability and employee efficiency as shown in Fig 1.1. However, the issue of whether the adoption of e-business has helped bank employees on the job or otherwise has not been researched in the Nigerian context based on the researcher’s knowledge. Also, it is generally known that investors are attracted to establishments with high profit margins. Therefore, the research took interest on identifying the effect of e-business on the profitability and employee efficiency aspect of bank’s performance using a single bank as a case study.1.3    Research Aims and ObjectivesThe discoveries of this research will be of benefit to the academic group as the literature review will provide answers to the first objectives. Thus, the organisation understudied specifically will be further enlightened on e-banking and recognize if there is an impact on their performance (profitability and employee efficiency) The study will likewise help the management of other organisation within the same business, especially developing countries, to know the benefits of the of the adoption of e-business to their operation.The objectives of this research are to:1.    Identify evolving issues on the adoption of e-business.2.    Identify the impact of e-business on performance of a Nigerian bank.3.    Provide recommendations based on results derived.This research aims to answer the following question: Is there an impact on bank’s performance since the adoption of e-business?The theory was developed from the research as explained in the literature review which is: “There is an impact of e-business on bank’s performance”.1.4   Structure of the ResearchThe research begins with chapter two and it includes the review of previous literature on the definition and adoption of e-business and the trends in the bank operations with e-business as related to performance from the review of literature based on the adoption of e-business. Hereafter, the chapter three shows how data will be collected from the employees of the bank understudied to answer the research question and to achieve the research objectives. Chapter four gives details on the analysis and discussion of findings. Hence, Conclusion will be drawn from the analysis and discussion of findings.

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THE IMPACT OF ELECTRONIC BUSINESS ON PERFORMANCE (A CASE STUDY OF A NIGERIA BANK)


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