Performance Evaluation of Consolidated Banks in Nigeria by Using Non-Financial Measures

The development of sound banking system in Nigeria is becoming increasing difficult to achieve because of incessant distress and unethical practices. The consolidation of banks was a major policy adopted in correcting deficiencies in the system. Central bank of Nigeria use to conduct periodic financial performance evaluation in which some banks failed in terms of financial performance. The failure of some banks to satisfy financial performance requires a rethink of evaluation using non-financial measures.Specifically, the study evaluated performance of consolidated banks, identified non-financial measures of bank performance and assessed overall bank performance.Four consolidated banks were used as the focal point, 303 customers formed the study sample. The data used for the study were generated through questionnaire. Factor analysis was used to reduce the number of variables (43) to form seven non-financial measures. Barlett Test of sphericity was used to test the hypothesis that our correlation matrix is an identity. Kaiser-Meyer-Olkin (KMO) method was used to measure sampling adequacy. Multiple regression was used to find out variation caused by non-financial measures in bank performance.Factor analysis results indicated seven non-financial measures: cost of transaction, information technology, service delivery, quality of service, bank offering, loan application and customer satisfaction. Based on the findings, it was recommended that the identified non-financial measures should be adopted to fundamentally improve financial performance of consolidated banks.