Authors :
Anthony Swaray Domawa; Foday Kamara
Volume/Issue :
Volume 6 - 2021, Issue 7 - July
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/3xz9lm1
Abstract :
Commercial Banks in Sierra Leone have
tremendously profited from technology innovative
sciences in the form of information communication
technology (ICT) usage, which have positively impacted
the performance of employees and also stimulated
customers’ actions and reactions with the desire to keep
doing business with these banks. This piece of work
studied the reactions of both employees and customers
towards the application of ICT by commercial banks
and the outcome of the performance of these banks. The
research used two major commercial banks as case
studies to represent both public and private commercial
banks in the country. The only public commercial bank,
the Sierra Leone Commercial bank (SLCB) and the
Zenith Bank Sierra Leone were used to represent all the
commercial banks within and without the capital city,
Freetown. Three null hypotheses were created according
to the questionnaire shared to the two banks, to test if
there is no scientific connection between technology
innovation, customers’ satisfaction and employees’
performance. The research used a software application
known as KoBo Collect Tool Box to share the
questionnaire with the two banks. The research used 199
responses from the many responses that came from the
banks’ employees and customers. The Chi-square was
used to test the hypotheses, and regression analysis and
ANOVA were used to test the linearity of high levels of
automation of banking service in Sierra Leone. The
result shows that innovative technology has influence on
employees’ performance, customers’ satisfaction that
leads to increase in bank profitability. It recommends
the banks invest hugely on ICT for efficient management
of technological innovations
Keywords :
Information Communication Technology (ICT), Performance, Sierra Leone, Banking Industry, Sierra Leone Commercial Banks (SLCB), Zenith Banks Sierra Leone (ZBSL).
Commercial Banks in Sierra Leone have
tremendously profited from technology innovative
sciences in the form of information communication
technology (ICT) usage, which have positively impacted
the performance of employees and also stimulated
customers’ actions and reactions with the desire to keep
doing business with these banks. This piece of work
studied the reactions of both employees and customers
towards the application of ICT by commercial banks
and the outcome of the performance of these banks. The
research used two major commercial banks as case
studies to represent both public and private commercial
banks in the country. The only public commercial bank,
the Sierra Leone Commercial bank (SLCB) and the
Zenith Bank Sierra Leone were used to represent all the
commercial banks within and without the capital city,
Freetown. Three null hypotheses were created according
to the questionnaire shared to the two banks, to test if
there is no scientific connection between technology
innovation, customers’ satisfaction and employees’
performance. The research used a software application
known as KoBo Collect Tool Box to share the
questionnaire with the two banks. The research used 199
responses from the many responses that came from the
banks’ employees and customers. The Chi-square was
used to test the hypotheses, and regression analysis and
ANOVA were used to test the linearity of high levels of
automation of banking service in Sierra Leone. The
result shows that innovative technology has influence on
employees’ performance, customers’ satisfaction that
leads to increase in bank profitability. It recommends
the banks invest hugely on ICT for efficient management
of technological innovations
Keywords :
Information Communication Technology (ICT), Performance, Sierra Leone, Banking Industry, Sierra Leone Commercial Banks (SLCB), Zenith Banks Sierra Leone (ZBSL).
