Business Process Re-engineering and Organisational Performance: Evidence from Commercial Banks in Edo State, Nigeria

<p>This study examined the effects of process cycle time reduction and automation of banking processes on operational efficiency and service quality among selected commercial banks in Edo State, Nigeria. A cross-sectional survey design was adopted, and data were collected from 215 valid respondents using a structured questionnaire. Data were analysed using descriptive statistics and multiple linear regression with SPSS version 29. The findings revealed that process cycle time reduction had a positive and significant effect on operational efficiency and service quality. Automation of banking processes also had a positive and significant influence on both outcomes and emerged as the strongest predictor of organisational performance. The regression models explained 64.8% and 69.1% of the variance in operational efficiency and service quality, respectively. The study concludes that sustained process redesign and digital automation significantly enhance organisational performance by improving internal operational efficiency and customer service delivery. It recommends sustained investment in process optimisation, digital automation and continuous process improvement to strengthen organisational competitiveness and long-term performance.</p>