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 CONTENTS
Content Page
Title page - - - - - - - - - - i
Approval - - - - - - - - - - ii
Dedication - - - - - - - - - - iii
Acknowledgement - - - - - - - - - iv
Abstract - - - - - - - - - - v
List of Tables iv
List of Figures v
List of Appendices vi
List of Abbreviations vii
CHAPTER ONE- INTRODUCTION 2
1.1 Background to the Study 2
1.2 Research Focus and Motivation 3
1.2 Research Aims and Objectives 4
1.4 Structure of the Research 4
CHAPTER TWO- LITERATURE REVIEW 6
2.1 Introduction 6
2.2 The Concept of E-business 6
2.3 Adoption of E-banking Services in Nigeria 8
2.4 Benefits of E-business 9
2.5 E-banking and its Types 12
2.5.1 Automated Teller Machine (ATM) 12
2.5.2 Mobile or Telephone Banking 13
2.5.3 Internet banking 13
2.5.4 Home Banking 14
2.5.5 Corporate Electronic Banking (CEB) 14
2.5.6 Inter-Bank E-banking 14
2.6 E-banking and Performance in Nigeria 15
2.7 Performance Measurements of E-banking 17
2.7.1 Organisation Efficiency (Profitability) 18
2.7.2 Employee Efficiency 19
2.8 Research Gap 19
2.8.1 Organisation’s Efficiency 20
2.8.2 Employee’s Efficiency 20
2.9 Chapter Summary 20
CHAPTER THREE- RESEARCH METHODOLOGY 21
3.1 Research Philosophy 21
3.2 Research Approach 22
3.3 Methodological Choice 23
3.3.1 Independent and Dependent Variables 23
3.3.2 Hypotheses 24
3.4 Research Strategy 25
3.5 Data Collection Technique 25
3.6 Data Analysis 26
3.7 Research Validity and Reliability 27
CHAPTER FOUR-RESULTS, ANALYSIS AND DISCUSSION 28
4.1 Data presentation and analysis 28
4.1.1 Demographic information of the respondents 28
4.1.2 Electronic Banking Services Adoption 31
4.1.3 E-banking on Improved Bank Services 32
4.1.4 Employee Efficiency 33
4.1.5 Organisational efficiency (Profitability) 35
4.2 ANOVA Results 36
4.2.1 Impact of e-business on Performance (Employee Efficiency) 37
4.2.2 Impact of e-business on Performance (Organisation Profitability) 39
4.3 Discussion of findings 41
4.4 Chapter Summary 44
CHAPTER FIVE- CONCLUSION 45
5.1 Summary 45
5.2 Implication of Findings 46
5.3 Limitations of Research 47
5.4 Recommendation for Further Research 47
REFERENCES 48
List of Figures
Fig 1.1 Research Focus……………………………………………………………….. 2
Fig 3.1 Research Design………………………………………………………………20
Fig 3.2 Research Elements…………………………………………………………… 23
Fig4.1 Gender of the Survey Respondents…...................................................... 28
Fig4.2 Ageof the Survey Respondents…………………………………………….. 29
Fig4.3 Departments of the Survey Respondents…...............................................29
Fig4.4 Position (Level) of the Survey Respondents............................................. 30
Fig4.5 years of Working Experience of the Survey Respondents………………....31
Fig4.6 Electronic Bank Services Adoption…………………………………………. 31
Fig 4.7 E-Banking has improved the service of the banking industry……………. 32
Fig 4.8 Correlation of employee efficiency sub-variables…………………………. 33
Fig 4.9 Employee Efficiency Responses……………………………………………. 34
Fig 4.10 Correlation of organisation efficiency (profitability)…………………….…35
Fig 4.11 Organisation Efficiency (Profitability) Responses………………………... 36
CHAPTER ONE- INTRODUCTION
1.1 Background oF the Study
The 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 Motivation
The 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 Objectives
The 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 Research
The 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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