Mountain Top University Library

The following abstract provides a concise overview of the key aspects, objectives, and outcomes of the project titled “Influence of Information and Communication Technology on Mobile Banking Operations among New Generation Banks (A Study of Zenith Bank PLC)." This project aimed to examine the influence of ICT on mobile banks and their operations.In this project, we used a descriptive survey approach and the customers of Zenith Bank made up the study’s population. Technology Acceptance Model (TAM) and Diffusion of Innovation theories were used as the study’s framework. Simple random sampling was used for this investigation. A questionnaire was used for data collection and percentages, frequencies. Taro Yamane’s formula was used in the study to determine sample size,
which came to 353.
Through a comprehensive analysis of the various hypothesis, the result of hypothesis 1 indicated that there is a strong positive correlation between ICT and service quality of mobile banking operations in Nigeria with correlation coefficient “r” being 0.721. Hypothesis 2 indicated that there is a strong positive correlation between ICT and customer satisfaction of mobile banking operations in Nigeria with correlation coefficient “r” being 0.574. Hypothesis 3 also indicated that there is a weak positive correlation between the rules on the ICT and customer loyalty of mobile banking operations in Nigeria with correlation coefficient “r” being 0.435. And the result of hypothesis 4 indicated that there is a strong positive correlation between ICT and profitability of
mobile banking operations in Nigeria with correlation coefficient “r” being 0. 541. The study made the following recommendation: Banks should adopt a comprehensive approach to ICT integration that aligns with their specific business goals and customer needs. To fully leverage the benefits of ICT, they should invest in regular training programs for their employees. Banks should focus on developing customer-centric ICT innovations. This includes user-friendly mobile apps, intuitive online interfaces, and AI-driven customer support.The significance of this project lies in the transformative role of ICT in the Nigerian banking sector's mobile
banking operations. The findings indicated strong positive correlations between ICT and service quality, customer satisfaction, and profitability. While the relationship between ICT and customer loyalty is relatively weak, it remains statistically significant.