The Impact of Electronic Banking on Human Resources Performance in the Nigerian Banking Industry

Abstract

The survey examined the impact of electronic banking on Human Resource (HR) performance in the Nigerian banking industry, using First Bank Plc as a case study. The objective was to determine how the introduction of e-Banking has impacted on the efficiency and effectiveness of service delivery by the bank's personnel and on bank-customers relationship and customer satisfaction. Structured questionnaire was used with the aid of personal interview to collect data from thirty five respondents randomly sampled from five purposively selected branches of First Bank Plc. Chi-square test was applied for data analysis. Result showed among other things that introduction of electronic banking has impacted positively on the bank's HR performance, in terms of improved efficiency and effectiveness of service delivery by bank personnel. Bank-customer relationship and customers’ satisfaction was also found to have been greatly enhanced. Hence,
Government should lower the tariff on information technology-aided tools and equipment imported and possibly subsidized the cost.