Artificial Intelligence and Organisational Performance: An Examination of the Factors Influencing Customers’ Perspectives towards Selected Deposit Money Banks in Abuja, Nigeria
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This study examines whether the value, rarity, inimitability, and organisational support factors of artificial intelligence influence customers’ perspectives of the organisational performance of selected deposit money banks in Abuja, Nigeria. The value, rarity, inimitability, and organisational support factors of artificial intelligence were decoupled into the independent variables, while customers' perspectives of organisational performance of the selected deposit money banks in Abuja were the dependent variables. This study employed a quantitative research method and a cross-sectional research design to achieve its objectives. Access Bank, First Bank, Guaranty Trust Bank, United Bank of Africa, and Zenith Bank were selected for this study. 136 customers from these five deposit money banks were sampled through a convenience sampling technique. This study used Statistical Package for Social Sciences version 26 in conducting the Kruskal-Wallis non-parametric independent sample test. Furthermore, the epsilon-squared effect size calculated the practical significance of this study. The findings suggest that value, rarity, inimitability, and organisational support factors of artificial intelligence have no significant influence on customers' perspectives of artificial intelligence and the organisational performance of the selected deposit money banks in Abuja, Nigeria. Conversely, the epsilon-squared effect size indicates that value, rarity, inimitability, and organisational support factors of artificial intelligence have small effect sizes on customers' perspectives of artificial intelligence and the organisational performance of the selected deposit money banks in Abuja, Nigeria.
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