Information Technology (IT) Governance and Organisational Performance in Deposit Money Banks in Enugu State

This study examined the relationship between Information Technology (IT) governance and organisational performance in Deposit Money Banks in Enugu State. Specifically, the study sought to examine the relationship between strategic alignment and operational efficiency and to evaluate the relationship between accountability and customer satisfaction in Deposit Money Banks in Enugu State. The study adopted a descriptive survey research design. Data were collected primarily through the administration of structured questionnaires. The population of the study comprised 912 staff of Deposit Money Banks in Enugu State. Using the Freund and Williams formula at a 5% margin of error, a sample size of 270 respondents was determined. Of the 270 questionnaires administered, 246 were properly completed and returned, representing an adequate response for the analysis. Data were presented and analysed using a five-point Likert scale, while the hypotheses were tested using the Z-test. The findings revealed that strategic alignment had a significant positive relationship with operational efficiency (Z = 9.529, p < .05). Similarly, accountability had a significant positive relationship with customer satisfaction (Z = 9.723, p < .05). The study concluded that strategic alignment and accountability, as dimensions of IT governance, significantly and positively influence operational efficiency and customer satisfaction, respectively, in Deposit Money Banks in Enugu State. The study recommended, among other measures, that Deposit Money Banks in Enugu State should ensure continuous alignment between their business strategies and IT strategies through regular strategic reviews and effective collaboration between management and IT units. This would enhance operational efficiency, strengthen accountability, and improve customer satisfaction and overall service delivery.