authors
Chetachi Uzoamaka Mammah and Edidiong Hassan

abstract
The 2019 merger between Access Bank Plc and Diamond Bank Plc marked a significant milestone in Nigeria’s banking sector, creating Africa’s largest retail bank by customer base. This study critically examines the post-merger integration (PMI) process, focusing on customer retention and operational continuity. Through a mixed-methods approach, including qualitative interviews and quantitative analysis of key performance indicators, the research identifies critical success factors and challenges encountered during the integration. Findings highlight the importance of strategic communication, technological integration, and cultural alignment in ensuring a smooth transition. The study provides actionable recommendations for Nigerian banks undergoing similar consolidations, emphasizing the need for comprehensive planning and stakeholder engagement.