Impact of Artificial Intelligence Tools on Organisational Performance: Evidence from Access Bank Plc, Nigeria.

Abstract

This study examines the impact of Artificial Intelligence (AI) on organizational performance in the Nigerian banking sector, using Access Bank Plc as a case study. Specifically, the study investigates the effect of AI on personalized customer service, service quality, and customer satisfaction. A quantitative research design was employed, and data were collected through structured questionnaires administered to 130 respondents, comprising 30 employees and 100 customers of Access Bank Plc, Ogbomoso branch. Data were analyzed using descriptive statistics and linear regression analysis, with hypotheses tested at a 5% level of significance. The findings reveal that AI adoption has a significant and positive effect on all dimensions of organizational performance examined. The results indicate a strong positive relationship between AI and personalized customer service (? = 0.684, p < 0.05), a significant positive effect on service quality (? = 0.712, p < 0.05), and a strong positive influence on customer satisfaction (? = 0.738, p < 0.05). These findings suggest that AI adoption enhances service customization, reduces waiting time, improves operational efficiency, strengthens service reliability, and increases customer trust and satisfaction. The study concludes that AI represents a strategic driver of organizational performance in the Nigerian banking sector and recommends sustained investment in AI technologies to improve service delivery and maintain competitive advantage.