Moderating Influence of Information Technology Capability on Physical Evidence and Customer Patronage Of Banks In Nigeria
Journal Title: International Journal of Scientific Research and Management - Year 2014, Vol 2, Issue 9
Abstract
The purpose of this study was to assess the impact of information technology capability of bankson customer patronage of quoted Banks in south - south zone of Nigeria. The study populationwere 14 quoted Banks which are functionally registered and listed with the Nigerian StockExchange (NSE); Corporate Affairs Commission (CAC) and Nigeria deposit and insurancecompany (NDIC) and our unit for data generation were the top level managers of the selectedbanks and customers of the chosen banks which were randomly select ed. Furthermore, weconducted a census study since our population for the study is not large. Therefore, forty two (42)managers on the ratio of 3 managers per bank and seven (7) customers randomly selected fromthe banks constituted our respondents for the s tudy. Descriptively, the study variables werepresented at the primary level of analysis. At the secondary level of analysis, the Pearson’s PartialCorrelation Coefficient was used to test the stated hypothesis in order to ascertain the extent towhich inform ation technology capability of banks moderate the relationship between physicalevidence and customer patronage. The result of the analysis showed that there is a positive andstatistically significant correlation between information technology and how it me diate therelationship between physical evidence and customer patronage. Furthermore, the studyconcludes that information technology capability of banks significantly moderate the relationshipbetween physical evidence and customer patronage. The authors the refore recommended that thepanacea to poor customer patronage is predicated on the bank’s ability to efficiently adoptphysical evidence strategies while taking cognizance of information technology capability since itsignificantly impact on their level of c ustomer patronage
Authors and Affiliations
Adiele, C. Kenneth
Keywords
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