ABSTRACT
This aim of this study was to examine innovation and performance of service delivery in banking industry. The specific objectives are to reflect the relationship between innovativeness and service delivery; examine the relationship between performance and service delivery and reveal the composite effect of innovativeness and performance on service delivery. The study was anchored on Diffusion of innovation theory, disruptive innovation theory and human capital theory. Descriptive survey design was adopted using questionnaire as the prime instrument to generate data from sixty three (63) staff drawn of First City Monument Bank in Ijebu axis. Data generated was analysed using descriptive statistics, Pearson Moment Correlation Coefficient and Multiple Regression Analysis. Findings from the study reveals that innovativeness contributes to service delivery in banking sector, performance also have a significant relationship with service delivery. Conclusively, performance and innovativeness jointly predict the service delivery in banks. It was therefore recommended that the management of banking industry should improve upon their innovativeness by regularly training and retraining their IT personnel with the aim of being responsive to customers.
TABLE OF CONTENTS
CHAPTER ONE: Introduction
1.0 Background to the Study
1.1 Statement of the Problem
1.2 Objectives of the Study
1.3 Research Questions
1.4 Research Hypothesis
1.5 Scope of the Study
1.6 Limitation of the Study
1.7 Justification of the Research
1.8 Organization of the Study
1.9 Definition of Terms
CHAPTER TWO: Literature Review
2.0 Preamble
2.1 Conceptual Review
2.1.1 The Concept of Innovativeness
2.1.2 Consumer innate innovativeness (CII)
2.1.3 Domain specific innovativeness (DSI)
2.1.4 Vicarious innovativeness (VI) or vicarious learning
2.1.5 Firm Performance
2.1.5.1 Importance of Organisation Performance
2.1.5.2 Measurement of Organisation Performance
2.1.6 Service Delivery
2.2 Theoretical Review
2.2.1 Diffusion of Innovation Theory
2.2.2 Disruptive Innovation Theory
2.2.3 Human Capital Theory
2.2.4 Technology Acceptance Model
2.3 Empirical Review
CHAPTER THREE: Methodology
3.0 Preamble
3.1 The Study Area
3.2 Population of the Study
3.2.1 Population Distribution
3.2.2 Sample Size and Procedure
3.3 Research Design
3.4 Type of Data and Instrumentation for Data Collection
3.5 Validity and Reliability of Research Instrument
3.6 Model Specification
3.7 Method of Data Analysis
CHAPTER FOUR: Data Presentation, Interpretation and Analysis
4.0 Preamble
4.1 Analysis of Respondents’ Demographic Characteristics
4.2 Analysis of Questionnaire Items
4.3 Test of Hypotheses
4.3.1 Testing of Hypothesis One
4.3.2 Testing of Hypothesis Two
4.3.3 Research Hypothesis Three
4.4 Discussion of Findings
CHAPTER FIVE: Summary of Findings, Conclusion and Recommendations
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendations
References
Appendix: Questionnaire
