Author(s): Ugo-agharanya Adeline Chinonye, Ottoh Emmanuel Okoi
One of the strategic tools adopted by organizations for improvement is benchmarking of customer service and information technologies which enable them have operational efficiency with competitive edge. This study investigated the customer service and information technology benchmarking as a determinant of productivity in selected money deposit banks in Nigeria. The research design adopted for this study was cross sectional design and inferential survey design. Stratified random sampling technique and accidental sampling technique were adopted in selecting a sample of 253 staff from the population that comprised of top, middle and lower management staff of money deposit banks in Nigeria who were stratified according to their ranks and organizations. The instrument used for the study was a well structured Questionnaire. Results of the analysis using Simple Linear Regression test statistical technique and Pearson’s Product Moment Correlation Coefficient test statistics shows that, there is a significant effect of customer service and information technology benchmarking on productivity of money deposit banks in Nigeria. This means that, the higher the level of customer service and information technology benchmarking, the higher the level of productivity of money deposit banks in Nigeria and vice-versa. The study recommended that, business administrators/managers should promote and foster benchmarking process strategies that promote competitive edge over its competitors thereby enhancing productivity of money deposit banks in Nigeria.