ICT Adoption and Sustainable Financial Performance: Evidence from Zenith Bank PlC

Authors

  • Sandra A. Uzuh Information Management, University at Albany, Albany, NY, USA.
  • Ewere S. Obieze Department of Business Administration, University of Delta (UNIDEL), Agbor, Delta State, Nigeria.
  • Okuji O. Oreh Department of Financial Studies, National Open University of Nigeria (NOUN), Abuja, Nigeria.
  • Solomon Ale Bursary Department, National Open University of Nigeria (NOUN), Abuja, Nigeria.
  • Nnamdi T. Chukwuto Bursary Department, National Open University of Nigeria (NOUN), Abuja, Nigeria.
  • Johnson I. Okoh 6Department of Financial Studies, National Open University of Nigeria (NOUN), Abuja, Nigeria.

DOI:

https://doi.org/10.5281/zenodo.18129875

Keywords:

ICT,, Financial Performance

Abstract

This study investigated the influence of Information and Communication Technology (ICT) adoption on the sustainable financial performance of Zenith Bank Plc, with particular focus on mobile banking, Automated Teller Machine (ATM) usage, and online chatbots. Anchored on the Technology Acceptance Model and Diffusion of Innovation Theory, the research examined how ICT-driven innovations influenced the financial performance of Zenith Bank Plc. A quantitative causal survey design was adopted, and data were collected from customers and staff of Zenith Bank within the Abuja Municipal Area Council. The findings revealed that ICT adoption had a significant and positive impact on the bank’s performance, with mobile banking exerting the strongest influence, followed by ATM usage and chatbots. The results further showed that mobile banking improved convenience and reduced transaction costs, ATMs expanded accessibility and revenue generation, while chatbots enhanced service efficiency and customer engagement. The study concluded that strategic investment in ICT enhanced Zenith Bank’s operational and financial performance, thereby strengthening its long-term competitiveness and sustainability. It recommended that the bank should continue to innovate in digital banking platforms, optimize ATM infrastructure, expand chatbot capabilities, and strengthen cybersecurity and regulatory frameworks to sustain improved performance in Nigeria’s dynamic financial sector.

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Published

2025-12-23

How to Cite

Uzuh, S. A., Obieze, E. S., Oreh, O. O., Solomon Ale, Chukwuto, N. T., & Okoh, J. I. (2025). ICT Adoption and Sustainable Financial Performance: Evidence from Zenith Bank PlC. GVU Journal of Management and Social Sciences, 10(2), 180–189. https://doi.org/10.5281/zenodo.18129875

Issue

Vol. 10 No. 2 (2025): GVU Journal of Management and Social Sciences

Section

Articles

License

Copyright (c) 2025 Sandra A. Uzuh, Ewere S. Obieze, Okuji O. Oreh, Solomon Ale, Nnamdi T. Chukwuto, Johnson I. Okoh

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This work is licensed under a Creative Commons Attribution 4.0 International License.

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