An investigation of digital service innovation in business banking: A case study of Sterling Bank, Kano
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Background of the Study
Digital service innovation involves the creation and implementation of new digital solutions that enhance the delivery of banking services. Sterling Bank in Kano has embraced digital innovation to improve its business banking services by developing new online platforms, mobile applications, and automated solutions that streamline service delivery and enhance customer experiences. These innovations are driven by the need to remain competitive in a rapidly digitalizing financial landscape and to meet the evolving expectations of corporate clients (Ogunleye, 2023). The bank’s focus on digital service innovation has led to improvements in transaction speed, service personalization, and overall operational efficiency. By leveraging emerging technologies such as AI and big data analytics, Sterling Bank can continuously refine its service offerings and deliver a more responsive banking experience (Adenola, 2024). However, the rapid pace of technological change, coupled with integration challenges and cybersecurity risks, poses significant obstacles to sustainable innovation. This study investigates the extent and impact of digital service innovation at Sterling Bank, aiming to identify best practices and potential barriers that affect business banking performance (Chukwu, 2025).
Statement of the Problem
Sterling Bank’s pursuit of digital service innovation is hindered by several challenges. Integration of new digital solutions with existing legacy systems often results in compatibility issues and operational disruptions, limiting the efficiency gains from innovation. Additionally, cybersecurity concerns and the high cost of technology implementation create significant barriers. Resistance to change among employees and a lack of specialized skills further impede the adoption and scalability of digital innovations. These challenges not only affect service quality but also restrict the bank’s ability to capture new market opportunities and improve customer satisfaction in business banking (Ogunleye, 2023; Adenola, 2024; Chukwu, 2025).
Objectives of the Study
- To evaluate the extent of digital service innovation in Sterling Bank’s business banking division.
- To identify challenges that hinder the effective implementation of digital innovations.
- To recommend strategies for overcoming barriers and enhancing service delivery.
Research Questions
- How has digital service innovation improved business banking operations at Sterling Bank?
- What challenges limit the scalability of digital innovations?
- What measures can be implemented to optimize digital service innovation?
Research Hypotheses
- H₁: Digital service innovation significantly improves operational efficiency in business banking.
- H₂: Integration challenges and cybersecurity risks negatively affect innovation outcomes.
- H₃: Enhanced training and investment in digital infrastructure improve service innovation.
Scope and Limitations of the Study
The study is limited to Sterling Bank’s business banking division in Kano, reviewing digital service innovation initiatives over recent years. Limitations include rapid technological changes and potential data access restrictions.
Definitions of Terms
- Digital Service Innovation: The development and adoption of new digital solutions to enhance service delivery.
- Business Banking: Financial services provided to corporate clients.
- Legacy Systems: Outdated systems that may hinder new technology integration.
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