ARTIFICIAL INTELLIGENCE (AI) AND BUSINESS ENHANCEMENT IN NIGERIA: A CASE STUDY OF THE NIGERIAN BANKING SECTOR

Abstract

This study investigates the relationship between Artificial Intelligence (AI) adoption and business enhancement in Nigerian banking, focusing on operational efficiency, decision-making processes, customer satisfaction, and business growth. A survey research design was employed, collecting data from 354 employees across five selected banks in Imo and Abia States (First Bank of Nigeria, United Bank for Africa, Guaranty Trust Bank, Access Bank, and Zenith Bank Plc). Contrary to expectations, the findings reveal no significant relationships between AI adoption and the examined business enhancement metrics. However, the study provides valuable insights into AI adoption in Nigerian banking and highlights areas for improvement. The results inform bank managers, policymakers, and stakeholders on the need to prioritize AI adoption, invest in AIpowered customer service solutions, andresearch should explore challenges and opportunities for AI adoption in Nigerian banking.