An investigation of the role of innovation in business banking service quality: A case study of Sterling Bank, Kano
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style:
- Recommended for :
- NGN 5000
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.
Related Project Materials
An Assessment of Public Perception of Government Health Campaigns in Kogi State
Background of the Study
Government health campaigns are crucial for raising awareness about public he...
THE INFLUENCE OF PROJECT DOCUMENTATION ON PROJECT OUTCOMES
Abstract: This research examines the influence of project documentation on project outcomes, aiming to: 1) a...
An examination of ATM security protocols on fraud reduction in banking: a case study of Guaranty Trust Bank
Background of the Study
ATM security protocols are critical in protecting customer funds and reducing fraud in the banking...
THE INFLUENCE OF JOURNALISM CODE OF ETHICS ON JOURNALISM PRACTICE
Background of the Study
Journalism is fundamental in ensuring purposeful and peaceful co-existence in t...
An evaluation of the contribution of informal education to rural students' access to information in Ningi Local Government Area, Bauchi State
Background of the Study
Access to information is a critical determinant of educational success and socioeconomic developme...
The effect of early childhood education on cognitive development in Warri North Local Government Area, Delta State
Background of the Study
Early childhood education plays a crucial role in shaping cognitive development, laying the founda...
The effect of vocational training on skill acquisition among artisans in Gamawa Local Government Area, Bauchi State
Background of the study :
Artisans play a crucial role in sustaining local economies through the creation of goods and serv...
An examination of the impact of social class on students’ academic achievement in Umuahia South Local Government Area, Abia State
Background of the Study
Social class is a significant determinant of educational outcomes, affecting access to resources,...
An investigation of ATM service performance monitoring on reducing downtimes in banking: a case study of AB Microfinance Bank
Background of the Study
Automated Teller Machines (ATMs) are vital service points in banking that provide customers with co...
The effect of social media on STEM awareness among secondary school students in Jalingo LGA, Taraba State
Background of the Study
Social media has revolutionized the way information is disseminated and consumed, and its influence...
