Nnamdi Azikiwe University Journals
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Customers’ Complaints from Self-Inflicted Errors: Evidence from Deposit Money Banks in Abeokuta Metropolis
No full textThis study investigates customer complaints in the banking sector, focusing on grievances that stem from customers’ own errors. Such complaints often create frustrating situations for customer service officers. The paper explores the nature and dimensions of these complaints to suggest policy insights for improved bank-customer relationships. A literature review identifies key drivers of increasing complaints, including technological advancements, heightened customer expectations and economic factors. Employing a survey of 33 customer service officers in banks across Abeokuta, the study’s findings reveal demographic patterns and highlight the prevalence of customer-driven mistakes as a distinct facet of complaint dynamics in the banking sector. Main sources of customers’ errors include transaction input errors, documentation mistakes and authentication challenges. Over one-third of respondents identified transaction errors as most common, with authentication failures and compromised credentials also prevalent. The major causes include lack of financial literacy, technological challenges, and communication gaps, which are influenced by factors such as age and education level. Consequences include financial losses, operational inefficiencies and strained relationships. Solutions recommended by customer service officers include enhancing financial literacy, improving digital banking interfaces and fostering clearer communication and proactive support. Stakeholders, including banks and governments, should collaborate to implement financial literacy initiatives, enhance digital platforms and provide proactive support. Emphasizing active listening and empathy in handling complaints can foster trust and better customer relationships. Overall, integrating these insights can lead to a more supportive environment, reducing errors and turning complaints into opportunities for banks to improve customer satisfaction and loyalt
Assessing Awareness and Engagement with Artificial Intelligence Tools: Enhancing Academic Performance among Secondary School Students in the Awka Educational Zone.
No full textThis study investigated the awareness and engagement of secondary school students in the AwkaEducational Zone with artificial intelligence (AI) tools. Prompted by increasing calls for theintegration of AI into educational settings, the study specifically aimed to assess how aware andengaged students are with AI tools that can potentially improve their academic outcomes. The studywas guided by three research questions and one null hypothesis was tested. Study population was5,010 Senior Secondary Two (SS2) students from 54 government-owned schools, from which 350were selected using a multistage sampling procedure. Data were collected through a 25-item,researchers-developed questionnaire titled “Awareness and Engagement with Artificial IntelligenceTools for Enhancing Academic Performance Questionnaire (AEAITEAPQ)” validated by threeexperts from the Faculty of Education, Nnamdi Azikiwe University Awka, and found to be reliablewith coefficient value of 0.80 using Cronbach alpha statistics. Means and standard deviation wereused to answer research questions, while inferential statistics of two-sample z- test was used to testthe null hypothesis at 0.05 level of significance. Findings reveals moderate level of awareness of AItools, with commonly used tools including AI chatbots. On the other hand, students engagementwith AI tools for academic purposes shows great extent engagement. In addition, factors such asparents, teachers, instant response, friends, access to devices among others influenced theirengagement with AI tools. Result of the hypothesis shows that there is no significant differencebetween males and females among secondary school students in Awka Educationalzone(p=0.866 >a=0.05) ) therefore, the null hypothesis is not rejected. Based on the findings, it wastherefore recommended among others that: educational authorities should initiate more sensitizationcampaigns or interactive learning program that show students how AI tools can be directly applied toschoolwor
THE RELATIONSHIP BETWEEN DATA DRIVEN TARGETED ONLINE ADVERTS AND INCREASE QUALITY LEAD GENERATION FOR MSMES IN ANAMBRA STATE
No full textThe relationship between data driven targeted online adverts and increase quality lead generation for MSMEs in Anambra State was examined in this study. This study made use of a survey research design and the population consisted of 1399 MSMEs from the study area and a sample size of 301 was arrived at using Krejcie and Morgan\u27s formula. The questionnaire used for data collection was validated using face and content validity while the reliability was ascertained using the Cronbach Alpha technique (.873). The data analysis was carried out using both descriptive and inferential statistics and the hypotheses were tested at a 5% level of significance. The findings showed that there is a statistically significant positive relationship existing between data driven targeted online adverts and increase quality lead generation(r = .977; p-value = .000 < .05). Based on the findings, it was recommended that the owners and managers of MSMEs in Anambra state need to take seriously the issue of running online adverts using a targeted strategy so as to reach the desired audience and get quality leads without wasting resources and time in running non-target or open adverts
EMERGING TREND OF ELECTRONIC PAYMENT SYSTEM IN NIGERIA
No full textThis study investigated the economic benefits, challenges and evaluation of electronic payment system in the Nigeria economy. The study is quantitative by its nature and the study utilizes secondary data from various scholarly articles, journals, government report and periodic of similar researches conducted in the recent past. The study reveals that e-payment system makes our life better and has significant impact on the overall economic growth and individual living standard in Nigeria. The study also reveals that e-payment system in Nigeria is characterized by couple of challenges such as security, poor infrastructures, legal and regulatory issues and other socio-economic issues. The study recommends that the Nigerian Government should provide much needed support for e-payment system to be effective and convenientin order to make economic activities in the country safe and reliable to consumers, firms, enterprises and government establishments. 
EFFECTS OF CASHLESS POLICY ON THE PERFORMANCE OF SELECTED SECTORS OF NIGERIA ECONOMY (2009-2023)
No full textThis study examined the effect of Nigeria’s cashless policy on various sectors of the economy, with emphasis on the banking, industrial, service, and agricultural sectors. The objectives are to assess how mobile banking, internet banking, and POS transactions influence sectoral performance under the cashless policy framework. Secondary data were sourced from the Central Bank of Nigeria (CBN) Statistical Bulletin 2023 and the Nigeria Deposit Insurance Corporation (NDIC), covering relevant periods. The results show that mobile banking has a positive but insignificant effect on the banking sector’s performance (ROA). In the industrial sector, internet banking exhibits no significant effect on output. For the service sector, POS transactions have a positive but insignificant effect. Conversely, in the agricultural sector, mobile banking demonstrates a negative and statistically significant effect. The study concludes that while the cashless policy has contributed positively in some sectors, its benefits remain unevenly distributed. It recommends targeted expansion of digital infrastructure, sector-specific sensitization programs, and tailored interventions for agriculture to ensure inclusive and sustainable gains from Nigeria’s cashless initiativ
CONFLICT MANAGEMENT AND ORGANISATIONAL PERFORMANCE OF SELECTED BRANCHES OF FIRST BANK OF NIGERIA, AWKA, ANAMBRA STATE
No full textThis study focused on conflict management and organizational performance on selected branches of First Bank of Nigeria, in Awka, Anambra. The specific objectives were focused on the relationship between of collaboration strategy and work relationship among the employees; and between compromise strategy on and goal attainment; in the selected branches of First Bank of Nigeria, in Awka, Anambra. The study was anchored on Contingency Theory by Fiedler. The study adopted survey research design and simple random sampling technique was used to select the branches of first banks in Awka, Anambra State. The population of the study is 189 and Taro Yamane formula was used to determine the sample size of 128. Data were collected with the aid of structured questionnaire, while other data were analyzed using descriptive statistics (arithmetic mean). Findings revealed that there is positive relationship between conflict management and organizational performance in selected branches of First Bank Plc, Awka, Anambra State by indicating that there is positive relationship between collaboration strategy and work relationship; and between compromise strategy and goal attainment. The study concluded that conflict management technique of collaboration and compromise are effective and as such foster healthy work environment towards outstanding performance of the organization. Therefore, the study recommended that management should establish a platform where employees discuss grievances so as to treat errors on the tables before it results in conflict in the organization
INSTITUTIONAL SUPPORT AS PREDICTOR OF LIBRARIANS‟ ATTITUDE TO CONSORTIUM IN FEDERAL UNIVERSITY LIBRARIES IN SOUTHEAST NIGERIA
No full textThis study examined institutional support as a possible predictor of librarians‟ attitude to consortium in university libraries in South-East, Nigeria. Three hypotheses were tested at 0.5 level of significance. The research design was a correlation. The population of the study comprised one hundred and seventy-one (171) librarians from the five federal university libraries in South- East Nigeria. Due to the manageable size of the population, total enumeration was used. Questionnaire was the instrument used for data collection. Data collected was analyzed using linear regressions and computed through Statistical Package for Social Sciences (SSPS, V20). The study found that institutional support, such as access to training and institutional infrastructure support, significantly predicts librarians‟ attitudes towards consortiums in university libraries in South-East Nigeria. However, results showed that institutional financial support does not significantly predict librarians‟ attitude towards consortium. The study concluded that access to training and institutional infrastructure support is key factor that can enhance librarians‟ attitude toward consortium. Based on the findings, the study recommends, among other things, that the University Management should prioritize adequate institutional support, conduct regular needs assessments to identify the training and development needs of librarians, and provide targeted support to enhance their participation in consortium
WHEN CULTURE FALLS BEHIND: UNDERSTANDING NIGERIA’S DEVELOPMENTAL DELAYS
No full textThis paper explores the complex interplay between cultural practices and developmental progress in Nigeria, a nation characterized by diverse ethnic groups and rich cultural heritages. It investigates how certain traditional beliefs, social norms, and practices can act as barriers to economic growth, infrastructural development, and social modernization. The study contextualizes Nigeria\u27s developmental delays within historical, political, and socio-economic frameworks, highlighting the role of cultural resistance to change, governance challenges, and educational disparities. Through qualitative and quantitative analyses, the research identifies specific cultural factors that impede progress, such as gender roles, religious influences, and local customs that conflict with modern developmental policies. The paper argues that understanding and addressing these cultural nuances are essential for formulating effective development strategies aimed at sustainable growth. It advocates for culturally sensitive approaches that integrate traditional values with developmental goals, fostering social cohesion and national advancement. Ultimately, the study underscores the importance of a balanced perspective that respects Nigeria\u27s cultural diversity while promoting reforms conducive to overall progress. 
DIGITAL STORYTELLING AND CULTURAL NARRATIVES: EFFECT OF DIGITAL PLATFORMS ON STORYTELLING AND CULTURAL REPRESENTATION
No full textDigital storytelling is seen as a powerful tool that is transforming the way narratives are conveyed and cultures are portrayed within various communities. This study delves into the changing realm of digital storytelling, examining how different platforms enable the sharing and spreading of cultural stories. While previous studies have highlighted the creative uses of technology in storytelling, there is still a notable lack of insight into how cultural representation is nuanced in these digital narratives. The primary focus of this research is to explore how marginalized groups leverage digital platforms to challenge prevailing narratives and affirm their cultural identities. Through an analysis of instances from social media, podcasts, and videosharing platforms, this study investigates how individuals and communities craft and distribute their stories. It also scrutinizes how audience engagement influences the development of these narratives and the authenticity of their representation. Additionally, the study pinpoints the potential dangers of cultural appropriation and misrepresentation in digital realms, underscoring the necessity of ethical considerations in storytelling practices. The objective of this research is to enrich the conversation by proposing a framework that views digital storytelling as an inclusive and participatory process that not only safeguards cultural legacy but also promotes cross-cultural dialogue. By bridging existing gaps in academic research, this study aims to enlighten practitioners and scholars about the crucial role of diverse voices in the digital storytelling sphere, ultimately enhancing our comprehension of culture in the era of digital technology. 
THE CHOICE OF CONFOUNDING IN A 3K FACTORIAL DESIGN
No full textWhen the numbers of treatments are greater than the available blocks in 3k factorial experiments, confounding becomes very necessary. Confounding is necessary to reduce the block size as well as reduce the experimental errors. 32, 33 and 3k>3 factorial experiments were considered. In 32 experiments, the AB and AB2 were recommended for confounding. Similarly, confounding ABC and ABC2 are recommended since two main effects are found in a block which can be used for experimentation. Confounding ABC and AB2C is also recommended since two main effects are found in a block which can be used for experimentation. On the contrary confounding ABC2 and AB2C2 are not recommended since only one main effect is found in a block. Furthermore, in 33 factorial experiment in 32 blocks using ABC, ABC2, AB2C and AB2C2 as defining contrast, ABC and AB2C2 as well as ABC2 and AB2C should not be confounded since they aliased with the main effects when used during fractional replication. However, in 34 factorial experiments no main effect is aliased with (1) the lowest treatment. In generalized interactions, ABCD and ABCD2 as well as ABCD and ABC2D are recommended for confounding since three main effects are seen in a block. In contrast, the following pairs of interactions are not recommended for confounding because only two main effects are found in a block: ABCD2 and ABC2D; ABCD2 and AB2CD; ABC2D and AB2CD