ARTIFICIAL INTELLIGENCE ESPOUSAL AND ORGANIZATIONAL PERFORMANCE OF DEPOSIT MONEY BANKS IN PORT HARCOURT RIVERS STATE, NIGERIA

Dr. Chukwuma Nnenna Nancy; Professor Samaila Mande

Authors

Dr. Chukwuma Nnenna Nancy National Open University of Nigeria
Professor Samaila Mande National Open University of Nigeria

Keywords:

Artificial Intelligence, Organizational Performance, Deposit Money Banks, Operational Efficiency and Customer Satisfaction

Abstract

This study investigates the impact of Artificial Intelligence (AI) adoption on the organizational performance of Deposit Money Banks (DMBs) in Port Harcourt, Rivers State, Nigeria. The research specifically examines the extent of AI integration, its influence on operational and financial performance, and its effect on customer satisfaction. Employing a quantitative cross sectional survey design, data were collected from 285 employees across four selected DMBs, Zenith Bank Plc, United Bank for Africa Plc, Fidelity Bank Plc, and Union Bank Plc, using a structured questionnaire. Analysis was conducted using descriptive and inferential statistical techniques via SPSS, including regression and correlation analyses. The findings reveal that AI adoption is substantial, with robotic process automation, machine learning, and natural language processing extensively implemented. Furthermore, AI adoption has a statistically significant positive effect on operational efficiency, financial performance, and customer satisfaction, with a strong positive correlation between AI adoption and overall organizational performance. The study concludes that AI is a critical driver of efficiency, profitability, and customer experience in Nigerian banks. It recommends strategic expansion of AI adoption, integration of AI into core operational processes, enhancement of AI-driven customer engagement, and investment in human capital and data infrastructure. These findings provide empirical guidance for policymakers, bank executives, and stakeholders seeking to leverage AI for sustained organizational performance and competitive advantage in the Nigerian banking sector.

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ARTIFICIAL INTELLIGENCE ESPOUSAL AND ORGANIZATIONAL PERFORMANCE OF DEPOSIT MONEY BANKS IN PORT HARCOURT RIVERS STATE, NIGERIA

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