A Comparative Study of Traditional vs. Digital Banking Services and Customer Satisfaction: A Case Study of Banks in Yobe State
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style:
- Recommended for :
- NGN 5000
Background of the Study
Banking services have undergone a significant transformation in recent decades due to rapid advancements in technology. Traditional banking services, characterized by face-to-face interactions and physical branch visits, were once the only means of accessing financial services (Obiora & Musa, 2023). With the advent of digital banking, services have shifted online, offering customers the convenience of conducting transactions via mobile applications, internet banking platforms, and automated teller machines (ATMs). This transition has been driven by increasing customer demand for speed, convenience, and efficiency in financial transactions (Adamu & Ibrahim, 2024).
Digital banking has introduced innovative services such as instant fund transfers, bill payments, and personal finance management tools, making banking accessible to a broader population. However, in regions like Yobe State, traditional banking services remain essential, particularly for customers who lack digital literacy or access to stable internet connectivity. Moreover, trust issues, infrastructure challenges, and cultural preferences also contribute to the continued reliance on traditional banking (Yakubu & Garba, 2023).
Despite the clear advantages of digital banking, customer satisfaction levels vary based on several factors, including service quality, perceived security, and user experience. The disparity in satisfaction between users of traditional and digital banking services presents an important research problem. It is critical to understand whether the technological shift in banking has enhanced or diminished overall customer satisfaction, particularly in regions with unique socio-economic challenges like Yobe State.
Statement of the Problem
The shift from traditional to digital banking services has been celebrated for its potential to enhance customer satisfaction through convenience, accessibility, and innovation. However, this shift has also raised concerns regarding service reliability, cybersecurity, and the exclusion of certain customer segments, particularly in rural or underdeveloped areas like Yobe State (Ahmad et al., 2025). Customers who rely on traditional banking often express frustration with long queues, limited branch hours, and slow service delivery. Conversely, users of digital banking platforms frequently report issues such as technical glitches, security breaches, and inadequate support (Suleiman & Bashir, 2023).
The lack of empirical studies comparing traditional and digital banking services in terms of customer satisfaction within the specific context of Yobe State limits the ability of policymakers and financial institutions to make informed decisions. Understanding the factors that influence customer satisfaction in both banking models is crucial for addressing service delivery gaps and improving the overall banking experience.
Objectives of the Study
1. To compare customer satisfaction levels between traditional and digital banking services in Yobe State.
2. To identify the key factors influencing customer satisfaction in both traditional and digital banking models.
3. To assess the challenges and opportunities associated with digital banking adoption in Yobe State.
Research Questions
1. What are the differences in customer satisfaction levels between traditional and digital banking services in Yobe State?
2. What factors significantly influence customer satisfaction in traditional and digital banking models?
3. What challenges and opportunities affect the adoption of digital banking in Yobe State?
Research Hypotheses
1. There is no significant difference in customer satisfaction between traditional and digital banking services in Yobe State.
2. Key factors influencing customer satisfaction differ significantly between traditional and digital banking models.
3. Challenges and opportunities associated with digital banking adoption significantly impact customer satisfaction in Yobe State.
Scope and Limitations of the Study
This study focuses on banks operating in Yobe State, with an emphasis on both traditional and digital banking services. Data will be collected from customers, bank staff, and other stakeholders to provide a comprehensive analysis. Limitations may include limited access to bank records, respondents’ reluctance to provide accurate information, and potential biases in self-reported data.
Definitions of Terms
• Traditional Banking Services: Financial services provided through physical bank branches and face-to-face interactions.
• Digital Banking Services: Banking services accessed through electronic platforms such as mobile apps and online banking systems.
• Customer Satisfaction: The degree to which customers feel that their banking needs and expectations are met.
Related Project Materials
An Investigation into the Impact of Nurse Practitioners on Antenatal Care Outcomes in Borno State
Background of the Study
Antenatal care (ANC) is a critical aspect of maternal health that involves regular check-ups and interventions to...
CAUSES AND EFFECTS OF WATER POLLUTION IN SOCIETIES
-
- BACKGROUND OF THE STUDY
Water can be said to be polluted...
The influence of vocational education on female students' participation in STEM‐related fields in Zing Local Government Area, Taraba State
Background of the Study
Vocational education has emerged as a transformative tool that equips learners with practical skil...
An assessment of the role of local government in urban infrastructure development in Warri South Local Government Area, Delta State
Background of the Study
Urban infrastructure development is a cornerstone of socio-economic progress, and local government...
THE IMPACT OF IMMERSIVE TECHNOLOGIES ON VOCATIONAL TRAINING FOR TRADES
ABSTRACT: The impact of immersive technologies on vocational training for trades is becoming increasingly significant as these technologies of...
An examination of youth radicalization and violent extremism in Potiskum Local Government Area, Yobe State.
Chapter One: Introduction
1.1 Background of the Study
Potiskum, a town in Yobe State, has been s...
AN ASSESSMENT OF FUND ACCOUNTING IN VENTURE CAPITAL INVESTMENTS
Abstract: AN ASSESSMENT OF FUND ACCOUNTING IN VENTURE CAPITAL INVESTMENTS
The objectives of this study are to: (1) analyze the specific a...
An Exploration of Forensic Accounting in Unveiling Financial Mismanagement in Housing Projects: A Case Study of Dutse Local Government, Jigawa State
Background of the Study
Housing projects in Nigeria, particularly those aimed at providing affordable housing for low-incom...
The Impact of Digital Platforms on Nigerian Morphology: A Comparative Study of Blog Posts and SMS Language
Background of the Study
Digital platforms have transformed the way language is used, fostering the emergence of new morpho...
TIME SERIES ANALYSIS ON THE RATE OF TYPHOID FEVER CASES IN ABIA STATE FROM 2001-2010
ABSTRACT
This research work is concerned with the time series analysis on the rate of typhoid fever cases in Abia state...
