SOURCE:

Faculty: Business School
Department: Business Administration

CONTRIBUTORS:

Okafor, C.N
Onyeizugbe, C

ABSTRACT:

It is nearly impossible for a bank to manage all of its business processes by solely depending on its expertise even if it is feasible, the bank may loose focus. The study specifically aimed at identifying the extent to which business processes relate to expansion of these banks; the extent of relationship that exists between embedded outsourcing and service delivery of these selected banks and to identify the type of relationship that exists between independent outsourcing strategy (hierarchy) and customer satisfaction in these banks. Three research questions and hypotheses were formulated in line with the specific objectives. The study adopted survey research design. The population of the study includes 10 Banks selected from each of the states in the South-East Nigeria using questionnaire . Complete enumeration was adopted. Primary source of data was used to collect data. The instrument of data collection was subjected to content validity while the reliability of the instrument was measured using Spearman Rank Correlation. Three hypothesis was tested using simple linear regression statistical tool. The findings of the study revealed that business processes, embedded outsourcing and independent outsourcing strategy relates significantly and positively to expansion, service delivery and customer satisfaction respectively in these banks. Hence the study concludes that outsourcing strategy is a crucial business strategy that must be employed by the banks in South-East, Nigeria to remain in business. The study recommends that the banks should thoroughly review their resources and apply them in core areas of strength while accessing the market for competent vendors to handle their support features; have a network of relationships with competent service providers in specialized areas for sustained performance.