An examination of technology-driven service enhancements in corporate banking: A case study of Zenith Bank, Kano.
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Background of the Study
Technology-driven service enhancements are reshaping corporate banking by improving the speed, accuracy, and personalization of service delivery. Zenith Bank, Kano, has embraced a range of technological innovations—including AI-powered customer service, mobile banking applications, and real-time transaction processing—to enhance its corporate banking services (Ogunleye, 2023). These innovations are designed to reduce manual intervention, decrease processing times, and provide customers with tailored financial solutions that meet their specific needs (Ibrahim, 2024).
The bank’s approach involves integrating advanced technologies with existing systems to create a seamless service experience. This includes deploying chatbots for instant customer support, using predictive analytics for risk management, and incorporating digital dashboards that provide real-time performance insights. Such measures not only improve operational efficiency but also foster customer trust and satisfaction. However, challenges such as system integration, cybersecurity risks, and employee adaptation to new technologies must be managed effectively (Adeleke, 2025).
Zenith Bank’s initiatives illustrate the potential of technology-driven service enhancements to transform corporate banking, yet the journey is not without obstacles. The study explores how these technological interventions have improved service delivery, identifies challenges encountered during implementation, and provides recommendations for optimizing technology-driven enhancements to support a competitive edge in the market (Chinwe, 2025).
Statement of the Problem
Despite the adoption of advanced technologies, Zenith Bank, Kano, encounters significant challenges in realizing the full benefits of technology-driven service enhancements. A primary issue is the difficulty in integrating innovative tools with pre-existing legacy systems, leading to inconsistent service quality and operational inefficiencies (Ogunleye, 2023). In addition, cybersecurity threats remain a pressing concern as increased digital interactions expose the bank to potential data breaches.
Furthermore, employee resistance to adopting new technologies and insufficient training can lead to underutilization of digital solutions, thus limiting service improvements. The high cost of implementing and maintaining these advanced systems also poses a challenge, potentially reducing return on investment. These issues create a gap between the expected benefits of technology-driven enhancements and the actual performance outcomes, ultimately affecting customer satisfaction and overall service quality (Ibrahim, 2024).
Objectives of the Study
• To evaluate the impact of technology-driven service enhancements on corporate banking performance at Zenith Bank, Kano.
• To identify integration, cybersecurity, and employee adoption challenges.
• To propose strategies to optimize the use of digital technologies for improved service delivery.
Research Questions
• How do technology-driven enhancements affect service quality in corporate banking?
• What challenges hinder the integration and effective use of new digital tools?
• What strategies can be implemented to overcome these challenges and improve service delivery?
Research Hypotheses
• H1: Technology-driven service enhancements significantly improve customer satisfaction and operational efficiency.
• H2: Integration challenges between new technologies and legacy systems negatively affect service quality.
• H3: Enhanced employee training and robust cybersecurity measures are positively correlated with successful technology adoption.
Scope and Limitations of the Study
This study is limited to the corporate banking operations of Zenith Bank, Kano. Limitations include access to internal performance metrics and the dynamic evolution of digital technologies.
Definitions of Terms
• Technology-Driven Service Enhancements: Innovations that improve the delivery of banking services through digital technologies.
• Corporate Banking: Financial services provided to large business entities.
• Legacy Systems: Older IT systems that may not integrate well with modern technology.
• Cybersecurity: Measures implemented to protect digital data and systems from cyber threats.
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