The effect of digital finance tools on business banking service delivery: A case study of Stanbic IBTC Bank, Abuja.
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Background of the Study
Digital finance tools have revolutionized the delivery of business banking services by streamlining operations, enhancing transparency, and reducing processing times. Stanbic IBTC Bank, Abuja, has integrated a suite of digital finance tools—including mobile applications, digital wallets, and automated payment systems—to cater to the evolving needs of corporate clients (Olayinka, 2023). These tools enable faster transactions, improved credit evaluation, and real-time monitoring of account activities, thus enhancing service delivery and customer satisfaction. The bank’s strategy focuses on leveraging technology to reduce human errors and operational costs while providing personalized financial solutions tailored to specific business needs (Ibrahim, 2024).
Digital finance tools also facilitate improved risk management and regulatory compliance through enhanced data analytics and automated reporting. However, the adoption of these tools presents challenges, including integration with existing legacy systems, cybersecurity concerns, and the need for continuous technological upgrades (Adeleke, 2025). Stanbic IBTC Bank’s experience demonstrates that while digital finance tools offer substantial benefits, effective implementation requires addressing these technical and organizational challenges. This study explores how digital finance tools impact service delivery in business banking, focusing on efficiency gains, customer engagement, and overall operational performance (Chinwe, 2025).
Statement of the Problem
Despite the potential improvements from digital finance tools, Stanbic IBTC Bank, Abuja, experiences several implementation challenges. A primary problem is the difficulty in integrating new digital finance tools with legacy systems, leading to data discrepancies and occasional system downtimes (Ogunleye, 2023). Such integration issues disrupt the smooth delivery of services, resulting in customer dissatisfaction. Moreover, cybersecurity vulnerabilities associated with digital transactions expose the bank to risks of fraud and data breaches, further eroding customer trust (Ibrahim, 2024).
Additionally, the high cost of implementing and maintaining these digital tools, coupled with inadequate staff training, can limit their effective use. Resistance to change and varying levels of digital literacy among both employees and corporate clients exacerbate these challenges. These issues contribute to a gap between the theoretical benefits of digital finance tools and the operational realities, ultimately affecting the bank’s ability to deliver efficient, secure, and customer-centric services (Adeleke, 2025).
Objectives of the Study
• To assess the impact of digital finance tools on service delivery in business banking at Stanbic IBTC Bank, Abuja.
• To identify integration and cybersecurity challenges affecting digital finance adoption.
• To evaluate the role of staff training in optimizing digital finance tool utilization.
Research Questions
• How do digital finance tools enhance service delivery in business banking at Stanbic IBTC Bank?
• What are the main integration and cybersecurity challenges faced during digital finance tool implementation?
• How does staff training influence the effective use of digital finance tools?
Research Hypotheses
• H1: Digital finance tools significantly improve service delivery efficiency in business banking.
• H2: Integration challenges with legacy systems negatively impact the performance of digital finance tools.
• H3: Effective training is positively correlated with the successful adoption of digital finance tools.
Scope and Limitations of the Study
This study is confined to the business banking division of Stanbic IBTC Bank in Abuja. Limitations include restricted access to internal technology performance data and the rapidly evolving nature of digital finance innovations.
Definitions of Terms
• Digital Finance Tools: Technologies such as mobile apps, digital wallets, and automated payment systems used to facilitate financial transactions.
• Service Delivery: The effectiveness and efficiency of providing banking services to customers.
• Legacy Systems: Older technology infrastructures that may limit integration with new digital tools.
• Cybersecurity: Measures to protect digital systems from cyber threats.
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