An investigation of digital channel convergence on streamlining service delivery in banking: a case study of Co-operative Bank of Nigeria
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Background of the Study
Digital channel convergence involves integrating multiple digital service channels—such as mobile banking, online banking, and ATM networks—into a unified system to streamline service delivery and improve operational efficiency. Co-operative Bank of Nigeria has embraced this concept to provide a seamless customer experience across various touchpoints. By consolidating its digital channels, the bank aims to reduce redundancies, minimize operational costs, and enhance data consistency (Olutola, 2023). This integration allows for a single, cohesive platform that delivers consistent service regardless of the channel used, ensuring that customers receive the same level of service whether they access the bank via a mobile app, website, or ATM.
The convergence of digital channels facilitates a comprehensive view of customer interactions, enabling the bank to analyze data more effectively and tailor services to meet individual needs. The streamlined approach not only improves customer satisfaction but also enhances internal efficiencies by reducing the need for duplicated systems and processes (Afolabi, 2024). Additionally, the unified system enables faster problem resolution, as issues can be identified and addressed across all channels simultaneously, thereby reducing downtime and improving overall service quality (Ibrahim, 2025).
Despite these advantages, challenges remain in achieving full digital channel convergence. Integration with legacy systems, data migration complexities, and varying levels of technological maturity across different channels can create obstacles to seamless convergence. This study investigates how digital channel convergence impacts service delivery at Co-operative Bank of Nigeria, analyzing both the benefits of a unified approach and the challenges encountered during the integration process.
Statement of the Problem
Although Co-operative Bank of Nigeria has implemented digital channel convergence to streamline service delivery, several issues persist that affect its overall effectiveness. One significant problem is the integration of new digital channels with existing legacy systems, which can lead to data silos and inconsistencies in service quality (Olutola, 2023). These integration challenges can result in delays in processing transactions and hinder the ability to provide a seamless customer experience. Furthermore, variations in technological infrastructure across channels may create disparities in service delivery, ultimately affecting customer satisfaction (Afolabi, 2024).
In addition, the process of data migration from disparate systems to a unified platform is complex and may lead to errors that compromise data integrity. Limited staff training on the new integrated systems further exacerbates these challenges, reducing the overall efficiency of service delivery (Ibrahim, 2025). These factors highlight a gap between the theoretical benefits of digital channel convergence and the practical realities of implementation. This study aims to identify the key obstacles to effective convergence and propose actionable strategies to overcome these issues, ensuring streamlined service delivery across all digital channels.
Objectives of the Study
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To assess the impact of digital channel convergence on service delivery at Co-operative Bank of Nigeria.
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To identify integration and data migration challenges.
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To recommend strategies for enhancing system integration and staff training.
Research Questions
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How does digital channel convergence influence service delivery at Co-operative Bank of Nigeria?
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What integration and data migration challenges hinder convergence?
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What measures can improve system integration and operational efficiency?
Research Hypotheses
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H₁: Digital channel convergence significantly improves service delivery efficiency.
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H₂: Integration and data migration challenges negatively affect convergence outcomes.
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H₃: Enhanced staff training and system integration measures improve digital channel performance.
Scope and Limitations of the Study
This study focuses on the digital channels of Co-operative Bank of Nigeria over the past two years, utilizing system performance data, integration audit reports, and employee feedback. Limitations include technological variability and potential resistance to change.
Definitions of Terms
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Digital Channel Convergence: The integration of multiple digital banking channels into a single unified system.
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Service Delivery: The manner in which banking services are provided to customers.
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Data Migration: The process of transferring data from legacy systems to new digital platforms.
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