Artificial Intelligence and Organizational Performance in Selected Nigerian Commercial Banks (Published)
This research paper discusses the impact of artificial intelligence (AI) on organizational performance in the chosen commercial banks in Nigeria in terms of operational efficiency, delivery of customer service, and profitability. In this case, a descriptive survey research design has been used and 312 out of a total of 395 out of the distributed questionnaires were received, including 312 valid respondents of Access Bank Plc, Zenith Bank Plc and First Bank of Nigeria Limited. Data analysis entailed descriptive statistics, correlation and multiple regression analysis. The research results indicate that AI has a substantial improvement in the performance of the organization. Descriptive results show that AI improves operational efficiency (mean = 3.88), customer service delivery (mean = 3.88), and profitability (mean = 3.83). Correlation analysis indicates strong positive relationships between AI dimensions and performance, with operational efficiency showing the strongest association (r = 0.612, p < 0.01). Regression results further confirm that AI significantly predicts organizational performance (R² = 0.61), with operational efficiency (β = 0.361, p < 0.001), customer service (β = 0.318, p < 0.001), and profitability (β = 0.289, p < 0.01) as significant predictors. The study concludes that AI is a critical driver of performance in the banking sector, enhancing efficiency, service quality, and financial outcomes. It recommends increased investment in AI technologies, staff training, and integration of AI into strategic decision-making processes to sustain competitive advantage.
Keywords: Artificial Intelligence, Banking Sector, Customer Service Delivery, Digital Transformation, Nigerian commercial banks, Operational Efficiency, Organizational Performance, Profitability