Authors : E. Ese-Urhie Harriet, Ogunnaike Olaleke Oluseye, Adegbuyi Omotayo and Dada Augustina
Abstract: This study examines electronic banking and its effect on service performance, the application of queuing model in Nigerian banks. The emergence of global economy made an electronic banking an unavoidable tool used by banks in their business strategy and also serve as a strong catalyst for economic growth. This study adopted archival method in gathering and reviewing of extant literatures. The study found that there is a significant relationship between electronic banking and service performance. And that e-Banking became popular as a result of its convenience and suppleness and it accelerate transaction speed, efficiency and accessibility. Despite, it benefits as mentioned before, customers are still affected by long queues in the banking halls of which the causes are not far from power, network challenges, insecurity, inadequate skills and most importantly insufficient ICT products. This study therefore, suggests that critical infrastructure like power, network, security and ICT products should be strengthened as well as proper analysis of queuing model to ensure the effect of electronic banking and service performance in Nigeria with optimum satisfaction on the part of customers.
E. Ese-Urhie Harriet, Ogunnaike Olaleke Oluseye, Adegbuyi Omotayo and Dada Augustina, 2017. Queuing Theory Perspective in e-Banking and Service Performance: A Conceptual Approach. Asian Journal of Information Technology, 16: 364-373.