IMPACT OF ARTIFICIAL INTELLIGENCE ON BUSINESSPERFORMANCE IN GUARANTY TRUST BANK AND NESTLÉ NIGERIAPLC

Abstract

This study investigates the impact of Artificial Intelligence (AI) adoption on business performance in two leading Nigerian firms—Guaranty Trust Bank (GTBank) and Nestlé Nigeria Plc. Using a quantitative descriptive survey design, data were obtained from 373 employees directly involved in AI-enabled operations. Descriptive and inferential analyses, including correlation and regression, were applied to examine how AI influences operational efficiency, customer satisfaction, and organisational
productivity. Results reveal that AI adoption significantly enhances efficiency through automation, real-time analytics, and data-driven decision-making. Customer satisfaction improved via personalised interactions, predictive service delivery, and faster response times. Similarly, productivity increased as AI optimised workflows, reduced redundancy, and supported innovation. However, these positive outcomes
were moderated by challenges such as high implementation costs, limited technical expertise, infrastructural gaps, and data-security concerns. The study concludes that while AI substantially strengthens business performance, its effectiveness depends on how well organisations mitigate these adoption barriers. It recommends strategic investments in digital infrastructure, capacity building, and governance frameworks to enhance AI readiness and sustainability. By integrating insights from both the banking and manufacturing sectors, this research contributes empirical evidence on AI’s transformative role in emerging economies, offering practical guidance for managers and policymakers seeking to leverage AI for long-term competitiveness and economic growth.