An evaluation of mobile banking applications in corporate banking: A case study of Fidelity Bank Nigeria, Kano
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Background of the Study
Mobile banking applications are transforming the corporate banking sector by providing enhanced accessibility and convenience for business clients. Fidelity Bank Nigeria in Kano has launched sophisticated mobile banking apps designed to facilitate a range of corporate banking services, including fund transfers, account management, and credit applications. These applications leverage advanced user interfaces, real-time data analytics, and robust security protocols to deliver seamless and personalized banking experiences. By enabling 24/7 access to banking services, mobile apps reduce the need for physical branch visits and allow corporate clients to conduct transactions on their own schedules. This flexibility is critical in today’s fast-paced business environment, where timely decision-making and operational efficiency are paramount. However, challenges such as usability issues, integration with existing banking systems, and cybersecurity threats can hinder the effectiveness of mobile applications. This study assesses the performance of mobile banking applications at Fidelity Bank, focusing on their impact on service delivery, customer satisfaction, and operational efficiency in corporate banking (Oluwaseun, 2023; Adenola, 2024).
Statement of the Problem
Despite the widespread adoption of mobile banking applications, Fidelity Bank Nigeria encounters several challenges that affect the efficiency and reliability of these digital services. Incompatibility between the mobile app and legacy banking systems often results in data synchronization issues and delayed transaction processing. Furthermore, usability challenges—such as complex navigation and inconsistent user interfaces—can lead to user frustration and lower adoption rates among corporate clients. Cybersecurity remains a critical concern, as vulnerabilities in mobile applications may expose sensitive financial information, eroding customer trust. Additionally, the high cost of continuous app updates and maintenance poses financial challenges that may limit further innovation. These issues collectively hinder the ability of mobile banking applications to deliver a consistently high-quality customer experience, ultimately affecting the bank’s competitive position in corporate banking (Oluwaseun, 2023; Adenola, 2024; Chukwu, 2025).
Objectives of the Study
- To evaluate the effectiveness of mobile banking applications in enhancing corporate banking services at Fidelity Bank.
- To identify challenges related to usability, integration, and security.
- To recommend strategies to optimize mobile application performance and customer experience.
Research Questions
- How do mobile banking applications impact service delivery in corporate banking at Fidelity Bank?
- What usability and integration challenges affect the performance of these applications?
- What measures can enhance the security and efficiency of mobile banking apps?
Research Hypotheses
- H₁: Mobile banking applications significantly improve operational efficiency in corporate banking.
- H₂: Usability and integration challenges negatively affect customer satisfaction.
- H₃: Enhanced cybersecurity measures improve mobile app performance.
Scope and Limitations of the Study
The study focuses on Fidelity Bank’s corporate banking division in Kano, analyzing mobile app performance over recent years. Limitations include rapidly evolving app technologies and potential access restrictions to usage data.
Definitions of Terms
- Mobile Banking Applications: Software applications that enable banking transactions via mobile devices.
- Corporate Banking: Financial services provided to large business entities.
- Cybersecurity: Measures taken to protect digital systems from unauthorized access.
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