Abstract:

ABSTRACT

This study examines the adoption and use of Artificial Intelligence (AI) technologies by Zenith Bank Plc, a major Nigerian banking organization, in response to the growing need for digital innovation in Nigeria’s banking sector. The research focuses on six key areas: alignment of AI with bank strategy, data infrastructure and governance, organizational culture and human capital development, ethical and legal compliance, AI performance monitoring, and partnerships with other organizations. The Technology Acceptance Model (TAM) and Strategic Alignment Model (SAM) are employed to analyse AI adoption within a resource-constrained emerging market influenced by complex social and cultural factors.

The study relies primarily on secondary sources, including company reports, public records, media coverage, and scholarly analyses, to identify trends, challenges, and compliance measures in AI implementation. Findings indicate that Zenith Bank has successfully applied AI in automated loan origination and fraud management, supported by robust data governance. However, AI adoption encounters resistance from employees due to job security concerns and organizational restructuring. The bank’s ethical AI practices comply with Nigerian legislation and are reinforced through partnerships with fintech and educational institutions.

The limitation of this research is that it relies on secondary data, and therefore, detailed insight into operational challenges cannot be elicited. Further research should, therefore, seek to validate and generalize these findings with the inclusion of primary data. Generally, the study gives an overview of AI adoption by under-resourced banks and gives certain policy recommendations for financial institutions pursuing responsible AI implementation in emerging markets.

Please choose your submission type: Workshop (Track Only)

Primary Track: eBusiness and Information Management Systems

Keywords: Technological solutions (e.g. utilising artificial intelligence, augmented reality and virtual reality) and sustainability;Digital transformation and governance (e.g., information systems-enabled public sector reform and change)

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Mr. LATEEF DOSUNMU