An investigation of the role of innovation in business banking service quality: A case study of Sterling Bank, Kano
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Background of the Study
Innovation in business banking has become a key driver of service quality, enabling banks to offer more efficient, customer-centric, and competitive services. Sterling Bank in Kano has actively pursued innovative approaches—ranging from the adoption of fintech solutions to the integration of artificial intelligence—in order to elevate its service delivery in the business banking sector. The bank has introduced digital interfaces, automated customer service platforms, and real-time analytics to tailor services to the specific needs of business clients (Afolabi, 2023). These innovations are designed to reduce processing times, minimize errors, and enhance the overall customer experience. The incorporation of new technologies has not only streamlined internal operations but has also resulted in a measurable improvement in service quality metrics such as customer satisfaction and transaction accuracy (Bello, 2024).
Sterling Bank’s innovation strategy is built on a foundation of continuous improvement and adaptation to market demands. The bank invests in research and development, collaborates with technology partners, and regularly updates its digital platforms to remain at the forefront of industry trends (Chima, 2025). However, the process of integrating innovative solutions into existing business processes poses challenges, including employee resistance, high initial investment costs, and the need for ongoing staff training. Despite these challenges, innovation remains essential for maintaining a competitive edge and meeting the evolving expectations of corporate clients. This study investigates how innovation affects service quality in Sterling Bank’s business banking division, exploring the interplay between technological adoption, operational efficiency, and customer satisfaction.
Statement of the Problem
While innovation is widely recognized as a means to improve service quality, Sterling Bank faces obstacles in fully harnessing its potential in business banking. A major problem is the resistance to change within certain operational units, which hampers the effective implementation of new technologies (Afolabi, 2023). Additionally, the high costs associated with digital transformation projects, coupled with integration issues between new and legacy systems, often result in suboptimal performance outcomes. There is also a challenge in quantifying the impact of innovation on service quality, as traditional performance metrics may not adequately capture improvements driven by technological advancements (Bello, 2024). Furthermore, the rapid pace of technological evolution requires constant system upgrades and employee re-skilling, which can strain operational resources and disrupt service continuity (Chima, 2025). This study aims to address these issues by examining the current state of innovation at Sterling Bank and evaluating its effect on business banking service quality, ultimately identifying strategies to overcome the inherent challenges and optimize service delivery.
Objectives of the Study
- To assess the impact of innovative practices on service quality in Sterling Bank’s business banking division.
- To identify barriers to the effective implementation of technological innovations.
- To propose strategies for enhancing innovation-driven service quality improvements.
Research Questions
- How does innovation influence service quality in business banking at Sterling Bank?
- What are the main challenges in integrating new technologies into existing systems?
- What strategies can be implemented to overcome barriers to innovation?
Research Hypotheses
- H₁: The adoption of innovative technologies significantly improves service quality in business banking.
- H₂: Integration challenges with legacy systems negatively affect the impact of innovation.
- H₃: Ongoing training and development programs enhance the successful implementation of innovative practices.
Scope and Limitations of the Study
This study focuses on Sterling Bank’s business banking operations in Kano, examining innovation initiatives over recent periods. Limitations include technological evolution rates and potential data access issues regarding internal performance metrics.
Definitions of Terms
- Innovation: The adoption and implementation of new technologies and processes to improve business operations.
- Service Quality: The degree to which banking services meet or exceed customer expectations.
- Business Banking: Banking services provided to commercial and corporate clients.
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