Purpose: This study addresses the effect of ICT on the relationship between re-engineering and the performance of some selected insurance companies in Nigeria. It emphasizes the need to ensure that insurance companies achieve substantial improvement in performance via viable IT infrastructure to modernize all business processes. Design/Methodology/Approach: The study adopted a survey design, utilizing a sample of 350 respondents from two selected insurance companies in the southwest geopolitical zone of Nigeria. A questionnaire was used for the collection of data. The data analysis was conducted using the percentage formula and SPSS version 20. Findings: The research revealed that there is a significant relationship between ICT and operational performance of the insurance companies, the increase in the use of many ICT tools has proven to be caused by lockdown, which implies insurance companies should endeavor to provide updated ICT facilities to enable good quality service delivery and profitability. Technological innovations through ICT enabled the insurance industry to set up efficient delivery channels, which has capacitated the sector to solve the problems that are posed by the new change. ICT tools aided supervisors, employees, and managers in decision-making. Operational resilience became the proactive measure made by the insurance sector to ensure responsive, adaptable, and scalable services for the insured and stakeholders. Research limitation/Implication: This study exhibits practical implications for the financial service provider, as the manager and the insurer (Insurance companies) can be encouraged to find the best approach to redesign strategies and adopt basic IT facilities to automate business activities for optimal productivity and profitability. Coronavirus epidemic has created the need to emphasize the importance of making provision for a viable digital infrastructure, which ensures business continuity and customer retention, and there should be a collaboration between the financial service providers and implementing alternative delivery channels to achieve a thorough transformation that will strengthen the insurance sectors. Originality/value: This study furthers strengthens and validates the use of technology and the relevance of re-engineering in operational re-enforcement for increased efficiency and effectiveness of insurance services. The improvement in business process re-engineering is driven by ICT, and as a re-engineering enabler, enhances performance that could lead to competitive advantage and a great priority for insurance companies to gain more control over the final market and good customer relationship, by offering quality services, superior value to the services, affordable price, unique customization and consultation.
The global outbreak and spread of coronavirus disease (COVID-19) have been referred to as the most dangerous pandemic since World War II. The speed of the spread and the severity of the damage caused by the virus has traumatized the global economy affecting both banks and customers. With the lockdown imposed by the government to restrict the movement of people and activities caused by the increased level of coronavirus cases in Nigeria, the fate of the financial users of about 40 million became unknown. Given the analysis of data on trends of COVID-19 infections from the World Health Organization and Nigerian Centres for Disease Control and Prevention, the study assessed the current situation. It indicated some specific concepts that the banking sector should consider and address while taking the necessary measures to cope with the new change. The study used an ex-post-facto research design, enabling the researcher to measure the effect or relationship between the dependent variable and explanatory variables using time-series secondary data. The data collected was reviewed, and validated by CBN, the Nigeria Bureau of Statistics, and the Nigerian Inter-Bank Settlement System (NIBSS) websites. The study concluded that the ICT volume of e-payment has no significant effect on operational efficiency in Nigeria Banks, and the ICT value of e-payment significantly affects operational efficiency in Nigeria Banks during the coronavirus lockdown.
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