Transformational Servant Leadership Perspectives on Service Downtime Caused by Wireless Networks in the Nigerian Banking Sector

As a developing country, Nigeria has challenges with network infrastructure, causing disruptions in several aspects of business operations, including banking. The banking industry is highly dependent on wireless network for consummating customers transactions and for customers to perform their transactions seamlessly from the comfort of their home. Banks charge fees for transactions carried out using their digital platforms and the performance of their wireless network infrastructure is paramount to sustaining the revenue generated from these channels. Frequent disruptions from wireless network failures affect customer transactions, hence a shift in their loyalty potentially affecting the banks market share and profitability. This study is aimed at explaining the role of transformational leadership in reducing customer attrition resulting from service disruptions caused by wireless network failure in Nigerian banks. Using a qualitative study, we reviewed recently published academic studies related to the topic and explained responses from surveys issued to Nigerian students who have banked in Nigerian banks. Our findings show customers change banks due to communication failure, as well as lack of empathy and proactive response to wireless network challenges by bank leadership. Our study also found customer attrition due to wireless network failures can be reduced with the proactive response from a transformational leader. Our conclusion is a transformational leader ensures employees align with organizational values and culture. The wireless network challenge can be solved by ensuring those promoted to leadership positions have the required skill sets needed to guide the company from a business point of view and existing leaders should be equipped to proactively resolve crises from wireless network disruptions.