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Management Agility Strategies and Customer Service Delivery Efficiency: Evidence from Selected Deposit Money Banks in Lagos State, Nigeria

Authors: BINUYO Adekunle

Publication Type: Journal article

Journal: World Journal Of Innovative Research (wjir)

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Abstract

The banking industry plays an important role in
the economic development of a nation. Its efficiency is of great
concern to all stakeholders. Studies in Nigeria on bank
efficiency focused on the use of financial ratios. However, there
seems to be paucity of research on management agility
strategiesand customer service delivery efficiency. Management
agility strategies in Nigeria appears to be ineffective as most
banks have recorded low customer satisfaction, retention,
loyalty. This study examined management agility strategies and
customer service delivery efficiency of selected deposit money
banks in Lagos State, Nigeria.The study employed cross
sectional survey research design. The population was 6,975,037
deposit money bank customers in Lagos State, Nigeria. The
sample size of 1,019 was determined using Krejcie and Morgan
table. Stratified random technique was adopted to select the
respondents. Structured questionnaire was adapted and
validated for the data collection.The Cronbach’s alpha
reliability coefficients of the constructs rangedfrom 0.83 to 0.86.
The response rate was 97.84%. Data were analysed using
descriptive and inferential statistics.Findings revealed
thatmanagement agility strategies had significant effect on
customer service delivery efficiency(Adj.R2 = 0.704, F (5, 990) =
473.583,p < 0> strategies affect customer service delivery efficiency of deposit
money banks.The study recommended that management of
Nigerian deposit money banks should evolve business models
that will enhance adoption of management agility strategies in
order to achieve and sustain overall bank efficiency.

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BINUYO,A. . (2020). Management Agility Strategies and Customer Service Delivery Efficiency: Evidence from Selected Deposit Money Banks in Lagos State, Nigeria, 8 (), 58-58.

BINUYO,A. . "Management Agility Strategies and Customer Service Delivery Efficiency: Evidence from Selected Deposit Money Banks in Lagos State, Nigeria" 8, no (), (2020): 58-58.

BINUYO,A. and . (2020). Management Agility Strategies and Customer Service Delivery Efficiency: Evidence from Selected Deposit Money Banks in Lagos State, Nigeria, 8 (), pp58-58.

BINUYOA, . Management Agility Strategies and Customer Service Delivery Efficiency: Evidence from Selected Deposit Money Banks in Lagos State, Nigeria. 2020, 8 ():58-58.

BINUYO,Adekunle , . "Management Agility Strategies and Customer Service Delivery Efficiency: Evidence from Selected Deposit Money Banks in Lagos State, Nigeria", 8 . (2020) : 58-58.

B.Adekunle , "Management Agility Strategies and Customer Service Delivery Efficiency: Evidence from Selected Deposit Money Banks in Lagos State, Nigeria" vol.8, no., pp. 58-58, 2020.

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