Investigating the Relationship Between Information Technology and Service Delivery Quality in the Nigerian Banking and Financial Industry

The growing prevalence of information technology (IT) systems in the banking and financial services sector has been known to continue to transform service delivery quality. This study investigated the connection between IT and service delivery quality from the context of the banking and financial services sector in Nigeria. The study focused on the mediating role of Technology Acceptance model (TAM) and was also grounded in the service quality (SERVQUAL) model by measuring how information technology affects reliability, assurance, tangibility, empathy and responsiveness (RATER) of financial services. Descriptive research design was used in this study following quantitative approach. The data was gathered through survey questionnaire from sample of 400 respondents selected through simple random sampling technique. The analysis of data was done through statistical methods such as descriptive and inferential statistics. These included frequency count, percentages, mean, standard deviation and regression. The results from the study showed that perceived ease of use of IT systems has significant effect of 79.7% on service delivery quality. Also, there is significant effect of perceived usefulness of IT systems of 85.0% on service delivery quality. The study concluded that IT systems that are easy to use and useful to consumers have significant positive effects on service delivery quality. The study recommended that financial service providers in Nigeria should concentrate on customer-centered IT solutions that align with operational efficiency and user expectations.