Impact of Mobile Banking on Service Delivery in the Nigerian Commercial Banks

Abstract

IntroductionThe banking industry no doubt has witnessed advancement in technology just like any other sector; the adoption of e-banking service is one of these as it affects banking operations entirely. With the adoption of Self Service technology by the banks, e-banking system has continued to service the populace, in which mobile banking is one of them. They offer convenience to customers and provide banking services well beyond the traditional service period. It therefore encourages a cashless society. Every sector of the economy whether financial or non-financial organization is adopting computer based approaches to the services rendered. Mobile Banking is becoming more popular in modern banking and as such has been a subject of interest among researchers. Mobile Banking means a financial transaction conducted by logging on to a bank's website using a cell phone, such as viewing account balances, making transfers between accounts, or paying bills. It is a term used for performing balance checks, account transactions, payments etc. via a mobile device such as a mobile phone. In recent time Mobile banking is most often performed via SMS or the Mobile Internet but can also use special programs called clients downloaded to the mobile device.Combining the convenience of mobility with the rich multi-media content of the Internet and with the integration of the mobile telephone with palm-sized computers, cameras and content related information makes it almost inevitable that the ubiquitous access point to the electronic information is not the Personal Computer but rather some form of mobile appliance as observed Wojuade (2006). The emergence of GSM has led to improvements in efficiency and productivity, reductions in transaction costs, increased service innovation and better quality of life for the rural dwellers.Information Communication Technology (ICT) has moderated the constraints of time, space, and information access in world trade and commerce as a whole. Emerging trends in socio-economic growth shows a high premium being placed on information and communication technology (ICT) by homes, organization, and nations, (www.nigeriabusiness ifo.org, 2007). The business of banking is basically about efficient service delivery. Consequently, the introduction of facilities that enhance the delivery of banking services such as mobile banking, internet, ATM in an effective manner is always a welcome development. Mobile Banking has become an important issue, not only to retain customers but also gaining a competitive advantage while maintain and growing overall effectiveness. In the present banking system, excellence in customer service is the most important tool for sustainable business growth.Customer complaints are part of the business life of any corporate entity, this is more so for banks because they are service organizations. As a service organization, customer service and satisfaction should be the prime concern of any bank. The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. However, banks minimize instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redress of customer complaints and grievances. Service delivery has been described to be one of key performance indicators of an organization. The extent to which customer are satisfied with the service rendered has great impact on the overall performance and must be taken seriously players in the industry.Statement of The ProblemEvidence from the literature shows that GSM has considerable impact on the economy being an emerging communication industry in Africa, with Nigeria rated as one of the fastest growing market in this field of communication. To attain customer loyalty, long-term viability and profitability and consequent success, institutions are placing increasing emphasis on the customer satisfaction Buhalis (2003). …

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