An examination of performance measurement systems in corporate banking: A case study of Citibank Nigeria, Lagos
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Background of the Study
Performance measurement systems are crucial for monitoring and enhancing the efficiency and profitability of corporate banking operations. Citibank Nigeria in Lagos has implemented advanced performance measurement frameworks that integrate key performance indicators (KPIs), real-time dashboards, and analytics tools to track operational outcomes and financial results. These systems allow for continuous monitoring of service quality, revenue generation, and risk management, providing insights that drive strategic decision-making. The implementation of these systems has enabled Citibank to benchmark its performance against industry standards, identify areas for improvement, and make timely adjustments to its operations (Ijeoma, 2023; Adenuga, 2024). However, challenges such as data integration, reliability of metrics, and the dynamic nature of financial markets may impede the accuracy and usefulness of these performance measurement systems. This study examines the effectiveness of performance measurement systems at Citibank Nigeria, exploring their impact on corporate banking performance and identifying opportunities for refinement.
Statement of the Problem
Despite having advanced performance measurement systems, Citibank Nigeria faces challenges in ensuring that these systems accurately reflect the dynamic environment of corporate banking. Integration issues with disparate data sources and legacy systems can lead to inconsistencies in reported metrics. Moreover, the rapid changes in market conditions and regulatory requirements may render some performance indicators obsolete, thereby limiting their effectiveness. Inadequate training and alignment between performance metrics and strategic objectives further compound these issues, ultimately impacting decision-making and operational efficiency (Ijeoma, 2023; Adenuga, 2024; Chukwu, 2025).
Objectives of the Study
- To evaluate the current performance measurement systems at Citibank Nigeria.
- To identify challenges affecting data integration and metric reliability.
- To propose strategies for enhancing the accuracy and relevance of performance metrics.
Research Questions
- How effective are the current performance measurement systems in corporate banking at Citibank Nigeria?
- What challenges impact the reliability of performance data?
- What improvements can be made to align performance metrics with strategic objectives?
Research Hypotheses
- H₁: Robust performance measurement systems significantly enhance corporate banking efficiency.
- H₂: Integration challenges negatively affect the reliability of performance metrics.
- H₃: Continuous updates and staff training improve the effectiveness of performance measurement systems.
Scope and Limitations of the Study
The study focuses on Citibank Nigeria’s corporate banking division in Lagos, analyzing performance measurement practices over recent fiscal periods. Limitations include evolving market dynamics and restricted access to proprietary performance data.
Definitions of Terms
- Performance Measurement Systems: Tools and methodologies used to evaluate operational and financial performance.
- Corporate Banking: Banking services offered to large enterprises.
- KPIs: Key Performance Indicators used to gauge performance.
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