Digital Competence and Sustainable Service Delivery of Employees in Commercial Banks

Adelu, Esther Modupe1 & Akintelu, Lola Oluwatoyin, Volume 7 Issue 1, July 2026 Pages 39-46, Published: 2026-06-09

Abstract

This study examined digital competence and sustainable service delivery of employees in commercial banks. The study population comprised of all employees in the commercial banks in Ilaro. Ogun State. Fifty (50) employees were selected from five different banks in Ilaro as sample. A structured questionnaire was formulated and further administered on the respondents. The questionnaire consists of items adopted from previous studies. Data obtained were analysed with descriptive statistics while the hypotheses were tested with the use of linear regression at 0.05 level of significance. Findings revealed that there is a strong positive relationship between service delivery of employees in banks and their digital competence (information and data literacy, communication and collaboration abilities and ICT usage safety skill). The study concluded that as technology advances, building a digital competence is essential for employees in the banking industry for effective service delivery. This is because digital technology significantly impacts the way banks operate. It was therefore recommended that employees in the banking industry should be ready and receptive to learning new skills and competencies, keeping in mind that their chosen careers are constantly changing and that they should not be left behind in the use of evolving technologies in this digital era