Moderating Influence of Information Technology Capability on Physical Evidence and Customer Patronage Of Banks In Nigeria

The purpose of this study was to assess the impact of information technology capability of
bankson customer patronage of quoted Banks in south-south zone of Nigeria. The study
populationwere 14 quoted Banks which are functionally registered and listed with the Nigerian
StockExchange (NSE); Corporate Affairs Commission (CAC) and Nigeria deposit and
insurancecompany (NDIC) and our unit for data generation were the top level managers of the
selectedbanks and customers of the chosen banks which were randomly selected. Furthermore,
weconducted a census study since our population for the study is not large. Therefore, forty two
(42)managers on the ratio of 3 managers per bank and seven (7) customers randomly selected
fromthe banks constituted our respondents for the study. Descriptively, the study variables
werepresented at the primary level of analysis. At the secondary level of analysis, the Pearson’s
PartialCorrelation Coefficient was used to test the stated hypothesis in order to ascertain the
extent towhich information technology capability of banks moderate the relationship between
physicalevidence and customer patronage. The result of the analysis showed that there is a
positive andstatistically significant correlation between information technology and how it mediate
therelationship between physical evidence and customer patronage. Furthermore, the
studyconcludes that information technology capability of banks significantly moderate the
relationshipbetween physical evidence and customer patronage. The authors therefore
recommended that thepanacea to poor customer patronage is predicated on the bank’s ability to
efficiently adoptphysical evidence strategies while taking cognizance of information technology
capability since itsignificantly impact on their level of customer patronage.