Abstract:

This study focused at investigating how information and communication technology affects customer service delivery within the Nigerian banking industry, with a focus on the First Bank, Ado Ekiti. This study sourced data primarily through administered questionnaires. Data analysis was done by employing chi-square technique. Outcome of the analysis revealed that ICT was a significant and positive determinant in the delivery of customer service in Nigerian banking sector. Equally, findings showed that application of ICT in providing customer services positively and significantly improved the speed of processing customers’ transactions as well as the convenience of the customers in accessing banking products and services. Hence, it was recommended that banks should ensure compliance with ICT with the delivery of customer’ services and further adopt the initiative of investing in areas of improving or intervening in new technologies to ensure effective delivery of services.