A Comparative Study of Service Delivery Models in New-Generation and Traditional Banks: A Case of United Bank for Africa and First Bank Nigeria Plc, Taraba State
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Background of the Study
The banking sector has evolved significantly, with new-generation banks adopting digital technologies to enhance service delivery, while traditional banks maintain a mix of conventional and modern approaches. Service delivery models determine customer satisfaction, retention, and operational efficiency in banking institutions (Okafor & Adebayo, 2024). New-generation banks like United Bank for Africa (UBA) focus on automation, fintech integration, and mobile banking, whereas traditional banks like First Bank Nigeria Plc maintain a strong physical presence with in-person customer service.
In Taraba State, where financial inclusion remains a challenge, the choice of service delivery model can significantly impact customer access to banking services. While new-generation banks emphasize efficiency and digital accessibility, traditional banks cater to customers who prefer face-to-face interactions. This study examines the strengths and weaknesses of service delivery models in UBA and First Bank Nigeria Plc to identify best practices for improving banking services.
Statement of the Problem
Despite technological advancements in banking, customer satisfaction remains inconsistent due to gaps in service delivery models. Traditional banks struggle with long queues and bureaucratic processes, while new-generation banks face challenges in customer trust and digital literacy (CBN Report, 2023). The extent to which these service models address customer needs in Taraba State is unclear, necessitating a comparative analysis to evaluate their effectiveness.
Objectives of the Study
- To compare the service delivery models of UBA and First Bank Nigeria Plc.
- To assess customer satisfaction levels in relation to each bank’s service model.
- To identify challenges and opportunities for improving service delivery in both banks.
Research Questions
- How do service delivery models differ between UBA and First Bank Nigeria Plc?
- What is the impact of these models on customer satisfaction?
- What are the major challenges in implementing effective service delivery in both banks?
Research Hypotheses
- New-generation banks provide more efficient service delivery than traditional banks.
- Customer satisfaction is higher in banks with enhanced digital banking services.
- Traditional banking methods remain relevant despite digital advancements.
Scope and Limitations of the Study
This study focuses on UBA and First Bank Nigeria Plc in Taraba State, covering service delivery models from 2023 to 2025. Limitations include differences in branch operations and customer preferences across locations.
Definitions of Terms
- Service Delivery Model: The approach banks use to provide financial services to customers.
- New-Generation Bank: A bank that prioritizes digital and technology-driven service delivery.
- Traditional Bank: A bank that primarily relies on physical branches and face-to-face interactions.
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