Abstract

Globally, bank efficiency has been of great interest to customers, shareholders’ regulators and
government. The banking industry today has faced with service challenges as the financial structure has
changed rapidly due to the deregulation of financial services and increasing use of information technology
services. Slow adoption of information technology services management has resulted in low level of patronage
of banks products and services which include ease of use, security, privacy, accessibility, responsiveness, cost of
usage, all these factors affect customer experience and profitability. This study examined information
technology service management and bank efficiency in Lagos State, Nigeria with the moderating role of branch
networkIt is against this backdrop that a better understanding of the relationship between information
technology service management and bank efficiency is used for continuous improvement in the quality of service
offered by banks in Nigeria. The study employed cross sectional survey research design. The total population
was 6,975,037 of bank customers. Krejcie and Morgan (research advisors table) 2006 was used to select 1,019
that were used for the study and stratified sampling technique was used. Structured survey questionnaire was
adapted and validated. The Cronbach’s alpha coefficients for the constructs ranged between 0.705 and 0.873.
The response rate was 97.84%. Data were treated, then analysed using descriptive and inferential statistics of
multiple and hierarchical regression. Findings revealed that information technology service management
significantly affect efficiency ofbanksin Lagos State, Nigeria (Adj.R
 = 0.585; F (5.990) = 473.583, p<0> branch network do not significantly moderate the effect of information technology resources on efficiency (? =
0.028, t = 1.420, ?R
2
= 0.001, ?F= 2.017, P > 0.05).The study concludedthat information technology service
management have significant effects on banks efficiency in Lagos State, Nigeria. The study recommended that
Nigerian banks should evolve appropriate business models that will enhance adoption of continues upscale of
information technology resources and embrace digital space in order to achieve overall bank efficiency.