An investigation of technological adoption on corporate banking service quality: A case study of First City Monument Bank, Abuja.
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Background of the Study
Technological adoption in corporate banking has become a key driver of service quality improvements. First City Monument Bank, Abuja, has embraced a wide range of digital technologies—from mobile banking platforms and automated teller systems to advanced customer relationship management tools—to enhance its service delivery. The integration of these technologies has led to faster response times, reduced transaction errors, and a more personalized banking experience for corporate clients (Ogunleye, 2023). In a competitive market, the ability to provide seamless, high-quality service is critical, and technology serves as an enabler to achieve this objective (Nwankwo, 2024).
The bank’s commitment to technological adoption involves not only upgrading its existing systems but also fostering a culture of innovation among employees. By implementing digital tools that support real-time data analytics, First City Monument Bank can tailor its services to meet the evolving needs of corporate clients. The enhanced service quality is reflected in improved customer satisfaction, higher transaction volumes, and better risk management. However, the process of technological adoption is not without its challenges. Legacy systems, resistance to change, and cybersecurity concerns present significant hurdles that must be overcome to fully realize the benefits of digital transformation (Ibrahim, 2025).
This study examines how the adoption of new technologies affects the quality of corporate banking services at First City Monument Bank, Abuja. It investigates the extent to which digital tools improve service responsiveness, efficiency, and customer satisfaction, while also identifying the factors that impede successful implementation. By evaluating both the technological and human factors involved, the study aims to provide a balanced analysis of the overall impact on service quality and suggest strategies for optimizing technological investments in corporate banking.
Statement of the Problem
Despite substantial investments in digital technologies, First City Monument Bank, Abuja, continues to experience challenges in fully leveraging these tools to enhance service quality. One significant problem is the persistent gap between the capabilities of new technologies and the constraints imposed by legacy systems, resulting in operational inefficiencies and inconsistent service delivery (Adebisi, 2023). Additionally, resistance among staff to adopt and effectively use new digital platforms further undermines the potential improvements in customer service. Cybersecurity concerns and data integration issues exacerbate the problem, as the bank struggles to maintain a secure yet agile digital environment.
These obstacles highlight a critical disconnect between the bank’s technological ambitions and the practical realities of implementation. Without adequate training and process re-engineering, the benefits of advanced digital tools cannot be fully realized. Moreover, the rapid pace of technological change necessitates continuous adaptation, which places additional strain on both financial and human resources. This study seeks to investigate these challenges, exploring how they affect service quality and proposing measures to bridge the gap between technology adoption and effective service delivery (Okafor, 2024).
Objectives of the Study
• To evaluate the impact of technological adoption on service quality in corporate banking at First City Monument Bank, Abuja.
• To identify challenges related to the integration of new digital tools with legacy systems.
• To assess the role of staff training and cybersecurity in optimizing technology-driven service quality.
Research Questions
• How does technological adoption affect the overall service quality in corporate banking?
• What are the major challenges in integrating new digital tools with existing legacy systems?
• In what ways do training and cybersecurity measures influence the effective use of technology in service delivery?
Research Hypotheses
• H1: Technological adoption significantly improves service quality in corporate banking at First City Monument Bank.
• H2: Integration challenges between new technologies and legacy systems negatively impact service quality.
• H3: Enhanced staff training and robust cybersecurity are positively correlated with improved technology utilization.
Scope and Limitations of the Study
This study is confined to the corporate banking operations of First City Monument Bank, Abuja, focusing on technological adoption and its effect on service quality. Limitations include potential biases in employee feedback and restricted access to internal performance metrics.
Definitions of Terms
• Technological Adoption: The process of integrating new digital technologies into existing business operations.
• Service Quality: A measure of how well the delivered service meets customer expectations.
• Legacy Systems: Older IT systems that may not seamlessly integrate with modern technologies.
• Cybersecurity: Protective measures designed to safeguard digital data and systems.
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