The impact of electronic banking on business banking customer experience: A case study of Fidelity Bank Nigeria, Kano
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Background of the Study
Electronic banking has transformed the customer experience by enabling instant, secure, and convenient access to banking services. Fidelity Bank Nigeria in Kano has been at the forefront of integrating electronic banking channels into its business banking operations. The implementation of online banking platforms, mobile apps, and automated teller machines has significantly altered how corporate and business clients interact with the bank (Okafor, 2023). These digital channels offer enhanced convenience, reduced waiting times, and improved service personalization, all of which contribute to higher customer satisfaction and loyalty. Fidelity Bank’s adoption of electronic banking reflects a broader trend in the financial sector where digital transformation is used to drive efficiency and improve customer engagement (Eze, 2024).
The bank’s digital initiatives are supported by investments in robust IT infrastructure and cybersecurity measures, ensuring that customer data remains protected while transactions are executed seamlessly. Electronic banking has also enabled Fidelity Bank to collect real-time data on customer preferences and behaviors, which informs the development of tailored products and services. This proactive approach not only improves the overall customer experience but also enhances the bank’s operational efficiency and competitive position in the market (Ike, 2025). However, challenges such as digital literacy gaps among certain customer segments, occasional system downtimes, and integration issues with legacy systems remain. This study aims to evaluate the impact of electronic banking on the customer experience within Fidelity Bank’s business banking division, identifying both the benefits and limitations of current digital initiatives.
Statement of the Problem
Despite the transformative potential of electronic banking, Fidelity Bank Nigeria faces several challenges in ensuring an optimal customer experience. A primary concern is the fragmentation of digital channels, which can result in inconsistent service delivery across different platforms (Okafor, 2023). Customers may experience difficulties when navigating between mobile apps, online portals, and in-branch services, leading to dissatisfaction. Additionally, security concerns such as data breaches and fraudulent activities can undermine trust in electronic banking systems (Eze, 2024). Integration issues between modern digital platforms and older legacy systems further complicate the seamless delivery of services, often causing delays and errors in transactions. These technological and operational challenges are exacerbated by varying levels of digital literacy among corporate clients, which can impede the full utilization of electronic banking services (Ike, 2025). The resultant gaps in service quality not only affect customer satisfaction but also the bank’s overall business performance. This study seeks to address these challenges by examining how electronic banking impacts customer experience and identifying strategies to mitigate these issues for enhanced service delivery.
Objectives of the Study
- To evaluate the impact of electronic banking on the customer experience in Fidelity Bank’s business banking division.
- To identify the challenges associated with multi-channel digital service delivery.
- To recommend strategies for improving electronic banking systems to enhance customer satisfaction.
Research Questions
- How does electronic banking affect customer experience in business banking at Fidelity Bank?
- What are the main challenges that hinder a seamless digital banking experience?
- What improvements can be made to optimize electronic banking platforms?
Research Hypotheses
- H₁: Electronic banking significantly enhances the overall customer experience in business banking.
- H₂: Fragmentation of digital channels negatively affects customer satisfaction.
- H₃: Enhanced integration and security measures improve the effectiveness of electronic banking systems.
Scope and Limitations of the Study
This study focuses on Fidelity Bank’s business banking division in Kano and examines the impact of electronic banking on customer experience. Limitations include system downtime variations and potential biases in customer feedback.
Definitions of Terms
- Electronic Banking: The use of digital channels to conduct banking transactions and access financial services.
- Customer Experience: The overall perception and satisfaction of customers resulting from their interactions with banking services.
- Digital Literacy: The ability of customers to effectively use electronic devices and digital platforms.
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