IMPERATIVES FOR DEEPENING CUSTOMER SERVICE DELIVERY IN THE NIGERIAN BANKING SECTOR THROUGH ENGINEERING AND TECHNOLOGY-BASED CHANNELS

The study was designed to identify basic factors required to deepen adoption of internet banking in the delivery of banking services to a rapidly growing market characterized by complexities in service requirements. Analysis of data collected from selected customers of 5 DMBs in Lagos, Ogun and Ebonyi States of Nigeria showed that alternative service channels offered by technology-based applications enhanced the delivery of banking services to bank customers. Specifically, the result showed significant impact of ease of access, cost, reliability, and security/integrity of technology-driven service delivery channels on the adoption of engineering technology-based applications in Nigeria's banking industry.