The Role of Artificial Intelligence in Enhancing the Performance of Banks in Nigeria
Keywords:
Cyber Security, Customer Service, AI Tools, Performance, ImplementationAbstract
Purpose: The study aimed to examine the impact of artificial intelligence on the performance of selected commercial banks in Nigeria.
Methodology: We conducted a survey of 128 employees from Access Bank, Fidelity Bank, Guaranty Trust Bank, and First Bank of Nigeria in Awka, using a five-point Likert-scale questionnaire. The reliability, measured by Cronbach Alpha, was 0.753. Data analysis was performed using linear regression in SPSS version 23.
Findings: Implementing AI in customer service improves banks' non-financial aspects, while strong cyber security measures enhance financial performance.
Limitation: In our research, we took a close look at four banks in the Nigerian banking sector, recognizing the vital role they play in people's lives. We focused on two key areas of artificial intelligence customer service AI and cyber security AI because we understand how important it is for institutions to provide support and ensure the safety of their customers.
Contributions to Knowledge: Our research has highlighted the crucial role of integrating AI tools within banks to boost overall performance. Additionally, it has underscored the necessity for bank customers to leverage these AI solutions for improved service and interaction.
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Copyright (c) 2024 Michael Ikenna Udodiugwu, Kingsley Enyinna Eneremadu, Azuka Rita Onunkwo, Maxwell Kenechukwu Onyia, Obananya, Chinwe Gloria
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