DIGITAL TRANSFORMATION AND ORGANIZATIONAL PERFORMANCE (A STUDY OF THE GUARANTY TRUST BANK)

Abstract

In today’s rapidly evolving business environment, digital transformation has become an indispensable strategy for organisations seeking to remain competitive and achieve sustainable growth. The banking industry, in particular, has witnessed significant disruption through the adoption of digital technologies, reshaping traditional banking models and redefining customer expectations. This study investigates the impact of digital transformation on organisational performance using Guaranty Trust Bank (GTBank) as a case study. The research is motivated by the increasing pressure on Nigerian banks to enhance operational efficiency, improve financial performance, and sustain customer satisfaction amidst technological innovation, regulatory changes, and competition from fintech firms.The study adopts an explorative research design, relying on both primary and secondary data to provide a comprehensive analysis. A structured questionnaire was administered to employees and customers of GTBank to capture their perceptions of the bank’s digital initiatives and their effect on performance outcomes. Descriptive and inferential statistical tools were employed to analyse the data, with specific focus on three key dimensions of organisational performance: operational efficiency, financial performance, and customer satisfaction.The findings reveal a strong positive relationship between digital transformation and organisational performance. Digital initiatives such as mobile banking, USSD transactions, internet banking, and automated customer support systems significantly improved service speed, reduced transaction costs, and enhanced convenience for customers. Furthermore, GTBank’s investment in digital platforms contributed to improved financial outcomes by reducing overhead costs and expanding revenue streams through e-payment solutions. However, the study also highlights key challenges such as cybersecurity risks, infrastructural limitations, high implementation costs, and resistance to change among certain customer segments.The research contributes to the growing body of literature on digital transformation by providing contextual evidence from a leading Nigerian bank. It establishes that digital transformation is not only a technological shift but also an organisational strategy that enhances competitiveness and long-term sustainability. The study recommends that GTBank and other financial institutions intensify investment in digital infrastructure, strengthen cybersecurity frameworks, provide continuous employee training, and adopt customer-inclusive digital strategies to maximise performance outcomes.This work is significant for policymakers, banking practitioners, and academics as it underscores the role of digital transformation in shaping the future of banking in Nigeria and across Africa. By bridging the gap between theory and practice, the study provides empirical insights that can guide decision-making and future research on the intersection of technology and organisational performance.