DIGITAL TRANSFORMATION AND FINANCIAL SERVICE DELIVERY EFFICIENCY OF COOPERATIVE SOCIETIES IN KADUNA STATE, NIGERIA: EVIDENCE FROM SELECTED COOPERATIVES (2019–2025)

This paper examines the impact of digital transformation on the efficiency of financial service delivery in cooperative societies in Kaduna State, Nigeria, covering the period from 2019 to 2025. Specifically, the study investigates the influence of digital payment systems, digital record management, online communication platforms, and the automation of financial services on lending speed, transaction cost reduction, service accessibility, and member satisfaction in selected cooperative societies. A quantitative cross-sectional survey design was adopted, and primary data were collected through a structured Likert-scale questionnaire administered to 312 respondents purposively selected from 15 cooperative societies in Kaduna Metropolis. Descriptive statistics and multiple ordinary least squares (OLS) regression analysis were employed using SPSS version 26 for data analysis. The findings revealed that digital payment systems, digital record management, online communication platforms, and the automation of financial services all significantly improved the efficiency of financial service delivery. The study further found that digital transformation enhances loan processing speed, reduces transaction costs, improves members' access to financial services, and increases overall member satisfaction. Based on these findings, the study recommends that cooperative societies adopt structured digital transformation policies, establish digitalisation support funds to strengthen technological infrastructure, and implement continuous digital literacy programmes to enhance members' and staff's capacity to effectively utilize digital financial technologies.