SERVICE DELIVERY IN NIGERIA’S BANKING INDUSTRIES
CHAPTER ONE
INTRODUCTION
BACKGROUND OF THE STUDY
The banking industry in Nigeria has undergone significant transformations over the years, with service delivery being at the forefront of these changes. The country's banking sector has seen remarkable growth and evolution, driven by various factors such as technological advancements, regulatory reforms, and changing customer expectations. In this essay, we will explore the landscape of service delivery in Nigeria's banking industry, highlighting the key drivers, challenges, and opportunities that have shaped the sector.
The history of banking in Nigeria can be traced back to the colonial era when British colonialists introduced banking institutions. The primary role of these early banks was to serve the interests of the colonial administration and the expatriate community. Indigenous Nigerians had limited access to banking services during this period, and the sector was highly centralized.
After gaining independence in 1960, Nigeria began to witness the emergence of indigenous banks. This marked the beginning of a more diverse and locally-driven banking sector. However, the focus on service delivery remained limited, and banks operated with a traditional approach to banking services.
The transformation of Nigeria's banking industry gained momentum in the late 20th century. The turning point was the introduction of the Structural Adjustment Program (SAP) in 1986, which sought to liberalize and modernize the economy. The SAP paved the way for a more competitive banking environment, prompting the entry of new players and encouraging existing banks to adopt innovative service delivery strategies.
One of the key milestones in the shift towards improved service delivery was the adoption of the Universal Banking model in 2001. This allowed banks to engage in a wide range of financial services, including commercial banking, investment banking, and asset management. The move toward universal banking aimed to promote efficiency and enhance the quality of service delivery in the sector.
Technology has played a pivotal role in reshaping service delivery in Nigeria's banking industry. The advent of the internet and the proliferation of mobile phones have revolutionized the way banks interact with their customers. Online and mobile banking platforms have become essential tools for providing convenient and accessible services to
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