Artificial Intelligence and Organisational Performance: An Examination of the Factors Influencing Customers’ Perspectives towards Selected Deposit Money Banks in Abuja, Nigeria

This study examines whether the value, rarity, inimitability, and organisational support (VRIO) factors of artificial intelligence influence customers’ perspectives of artificial intelligence and the organisational performance of selected deposit money banks in Abuja. This study adopted a quantitative research method and utilised a cross-sectional research design to achieve its research objectives. The selected deposit money banks were Access Bank, First Bank, GT Bank, UBA Bank, and Zenith Bank. For this study, 136 customers from these five deposit money banks were sampled through a convenience sampling technique. Statistical Package for Social Sciences (SPSS) version 26 was utilised in conducting the non-parametric independent sample Kruskal-Wallis test that determines the statistical significance of this study, while the epsilon-squared effect size was used to ascertain the practical significance of this study. The findings indicated that the value, rarity, inimitability, and organisational support factors of artificial intelligence have significant influence customers' perspectives of artificial intelligence and the organisational performance of the selected deposit money banks in Abuja. Similarly, the epsilon-squared effect size indicated that the value, rarity, inimitability, and organisational support factors of artificial intelligence have small effect sizes on customers' perspectives on artificial intelligence and the organisational performance of the selected deposit money banks in Abuja. This study indicated that the VRIO factors of artificial intelligence have no significant influence on customers' perspectives of artificial intelligence and the organisational performance of the selected deposit money banks in Abuja.