| Abstrakt: |
The need for efficient and effective financial institutions in a globalized world like ours cannot be overemphasized. As a result, Nigerian banks embraced the use of Information Communication Technologies with high speed internet services in order to boost performance and compete effectively with their counterpart across the world. More so, recent studies revealed that Nigerian banking industries are fast utilizing Short Message Service (SMS) provided by mobile phone service providers as a strategic management tool for business security and for broadcasting information about their new products, services and policies in order to keep customers on track on company s mission, image as well as tool for receiving feedback on their services and products rendered to public. Therefore, this study aimed at investigating customers perception on the use of short message service (SMS) as a strategic management tool in Nigerian Banking Industry. The study set to address boiling research questions such as: What is the perception of customers on the use of SMS in Nigerian banking system? To what extend does the use of SMS shape social relationship between banks customers and staffs in Nigeria? Does the use of SMS in banking services contribute to Nigerians reading habit? How can the use of SMS in Nigerian banking system be used to promote public-private partnership in Nigeria? To achieve the aim of the study, strategic management and symbolic interaction theory were used as guide while, descriptive survey design in which both quantitative and qualitative method was adopted in the study. Multistage sampling which include stratified, simple random, purposive, quota sampling techniques was used in selecting respondents. A total of two hundred and fifty (250) samples which include customers in five selected commercial banks in Ibadan, Oyo State, Nigeria. Structured questionnaire were distributed as well as In-depth interviews (IDIs) were conducted among the respondents. The data collected were tested using descriptive statistic and direct quotes. The findings were discussed with reference to relevant empirical literatures with recommendations for management of organizations both for practice and future research highlighted. [ABSTRACT FROM AUTHOR] |
