The impact of digital customer interface on business banking service quality: A case study of Fidelity Bank Nigeria, Kano
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Background of the Study
The digital customer interface is a key component in shaping the quality of business banking services. Fidelity Bank Nigeria in Kano has invested in advanced digital interfaces—including mobile apps, online portals, and interactive dashboards—to enhance the customer experience. These interfaces provide customers with seamless access to banking services, facilitate efficient transactions, and offer personalized financial insights. The implementation of user-friendly interfaces has enabled Fidelity Bank to improve service delivery and increase customer satisfaction by providing real-time updates, quick query resolution, and intuitive navigation (Oluwaseun, 2023). By leveraging data analytics, the bank continuously refines its digital customer interface, ensuring that it meets the evolving needs of business clients and remains competitive in a rapidly digitalizing market (Adenola, 2024). However, challenges such as inconsistent user experiences across platforms, integration issues with legacy systems, and cybersecurity concerns remain. These issues can undermine the overall service quality and impact customer retention. This study evaluates the effect of digital customer interfaces on business banking service quality at Fidelity Bank, highlighting both the advantages and areas for improvement (Chukwu, 2025).
Statement of the Problem
Despite the adoption of advanced digital interfaces, Fidelity Bank faces challenges in delivering a consistently high-quality customer experience. Variations in interface design across different digital channels can lead to inconsistent service delivery, confusing users and reducing satisfaction. Integration issues between new digital platforms and existing legacy systems further complicate the customer experience, causing data discrepancies and transaction delays (Oluwaseun, 2023). Cybersecurity concerns also pose a significant risk, as vulnerabilities in digital interfaces can expose sensitive customer information and erode trust. In addition, the rapid evolution of digital technologies requires continuous interface updates, which can disrupt service continuity and strain operational resources. These challenges contribute to a gap between customer expectations and actual service delivery, ultimately affecting loyalty and profitability (Adenola, 2024; Chukwu, 2025).
Objectives of the Study
- To assess the impact of digital customer interfaces on service quality in business banking at Fidelity Bank.
- To identify challenges affecting interface consistency and security.
- To recommend strategies to optimize digital interfaces for enhanced customer satisfaction.
Research Questions
- How does the digital customer interface affect service quality at Fidelity Bank?
- What are the main challenges in integrating digital interfaces with legacy systems?
- What measures can improve interface consistency and cybersecurity?
Research Hypotheses
- H₁: A user-friendly digital interface significantly improves customer satisfaction in business banking.
- H₂: Integration challenges negatively impact the effectiveness of digital customer interfaces.
- H₃: Enhanced cybersecurity measures improve overall service quality.
Scope and Limitations of the Study
This study focuses on Fidelity Bank’s business banking division in Kano, reviewing digital interface initiatives over recent years. Limitations include evolving technological trends and potential access restrictions to proprietary user data.
Definitions of Terms
- Digital Customer Interface: The online platforms through which customers interact with banking services.
- Service Quality: The overall performance and reliability of banking services as perceived by customers.
- Cybersecurity: Measures designed to protect digital systems from unauthorized access and threats.
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