EFFECT OF DIGITALIZATION OF OPERATIONS ON THE PERFORMANCE OF DEPOSIT MONEY BANKS IN ENUGU STATE, NIGERIA

Abstract

The study evaluated the effect of Digitalization of Operations on the Performance of Deposit Money Banks in Enugu State, Nigeria. The specific objectives are to: examine the effect of mobile applications on the customer retention and ascertain the effect of transactional internet banking on the number of loans attracted to Deposit Money Banks in Enugu State, Nigeria.The study used the descriptive survey design approach. The primary source of data was the administration of questionnaire. A total population of 281 entrepreneurs was used. Two hundred and thirty (232) returned the questionnaire and accurately filled. Data was presented and analyzed using Likert Scale and the hypotheses using Z - test. The findings indicated that Mobile applications had significant positive on the customer retention, Z (95,n = 232), 7.944 < 9.585, P. <.05 and Transitional internet banking had significant positive effect on the number of loans attracted to deposit money bank in Enugu State, Nigeria, Z (95,n = 232), 5.843 < 8.535, P. <.05. The study concluded that mobile applications and v had significant positive on the customer retention and the number of loans attracted of deposit money bank in Enugu State, Nigeria. The study recommended among others that the bank management should promote Mobile apps to make everyday tasks more efficient and convenient. It will serve as essential platforms for social interactions and networking provide a versatile and convenient platform for skill enhancement for staff and customers.