THE IMPACT OF MOBILE BANKING SERVICE ON THE PERFORMANCE OF BANKING INDUSTRY IN NIGERIA: A STUDY OF SELECTED BANKS

Globally, retail banks are entering a new era. Setting out a clear strategy is becoming more difficult as regulatory and political intervention changes the market structure, and banks are under enormous pressure to restore public confidence in the role that they play in society. As banks respond to these structural pressures across markets and strive to obtain a competitive advantage, the challenge remains to keep the customer experience and wider brand perceptions central to all strategic thinking; in terms of technology and service quality. This research is aimed at the analysing the impact of newly adopted mobile banking service in the banking industry in Nigeria. The research made use of both primary and secondary data instruments for data gathering; questionnaires were used for gathering primary data and the internet, organization’s website, Board minutes and brochures were means for secondary data collection. The population for the study was staff and customers of five Nigerian Banks and the sample was restricted to 150 respondents. Data was analyzed and presented in tabular and graphical forms; tables, and bar graphs. This research has reinforced that mobile banking service as a positive relation with the performance of banks by comparing pre-internet era and post-internet era.

TABLE OF CONTENTS

CHAPTER ONE: Introduction

1.1       Background to the study

1.2       Statement of the problem

1.3       Objectives of the study

1.4       Research questions

1.5       Research hypothesis

1.6       Significance of study

1.7       Research limitations

1.8       Scope of the research

1.9       Organisation of the study

CHAPTER TWO: Literature Review

2.1       History

2.2       Mobile Banking Services

2.2.1    Mobile Banking Service Technology

2.2.1a  Mobile Banking Tools and Banking Models

2.2.2    Types and Delivery Channels of e-banking

2.2.3    Benefits of E-banking

2.2.4    Electronic Banking Risks and Control

2.2.5    Mobile Banking and Service Delivery in the Nigerian Money Deposits Bank

2.2.6    Challenges Facing Mobile Banking Services in the Nigerian Money Deposits Banks

CHAPTER THREE: Research methodology

3.1       Research design

3.2       Sample of research

3.4       Research design

3.5       Method and sources of data collection

3.6       Limitation of the study

CHAPTER FOUR: Data presentation, analysis and interpretation

4.1.      Introduction

4.2.      Presentation of Data

4.3       Discussion of findings

CHAPTER FIVE: Summary of findings, conclusion and recommendations

5.1 Summary of findings

5.2 Conclusion

5.3 Recommendation

References

Appendix