This study examined the use of information and communication technologies (ICT) to improve business banking at First Bank Enugu in the digital age. Three research questions directed the study. The chosen research design was a survey. The study population included 270 staff members across six (6) First Bank branches in Enugu Metropolis. A simple random sampling method was used to select 100 staff members as respondents. The sampling approach involved balloting without replacement. The data collection instrument was a questionnaire titled “Utilization of ICTs for Enhancement of Business Banking in the Digital World” (UICTEBBDW). Mean scores were used for data analysis. Findings indicated that ICT utilization has improved the efficiency of banking operations and customer satisfaction at First Bank Plc in Enugu Metropolis. The results also identified some challenges associated with ICT use in enhancing business banking at First Bank Plc. The study recommends increasing the use of various ICT channels in business banking across all Nigerian commercial banks, especially for self-services such as ATM requests, cheque books, account updates, and statement requests. Customers should familiarize themselves with all the ICT channels available and use them appropriately. Banks must also prioritize cybersecurity, ensuring all internet channels are secure and protected. Protecting customer data is crucial to preventing hackers from accessing and compromising accounts.
Sabina Ojonugwa Agada (Tue,) studied this question.