The impact of online banking platforms on business banking accessibility: A case study of Citibank Nigeria, Lagos
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Background of the Study
Online banking platforms have transformed the accessibility of business banking services, providing clients with the ability to conduct transactions and access financial information anytime, anywhere. Citibank Nigeria in Lagos has invested heavily in its online banking infrastructure to ensure that its business clients can easily manage their accounts, initiate transactions, and access customized financial products through a secure digital environment. The adoption of online platforms has enhanced service delivery by reducing the need for physical branch visits, thereby offering cost-effective and time-efficient solutions. Real-time data analytics and user-friendly interfaces enable Citibank to deliver personalized services that meet the diverse needs of corporate clients, while robust cybersecurity measures safeguard sensitive information (Oluwaseun, 2023; Adenola, 2024). Despite these advancements, challenges such as digital divide issues, system downtime, and cybersecurity risks may limit accessibility for some clients. This study examines the impact of online banking platforms on business banking accessibility at Citibank Nigeria, focusing on how these platforms improve customer convenience and operational efficiency while identifying areas for further enhancement (Chukwu, 2025).
Statement of the Problem
Citibank Nigeria faces several challenges in leveraging online banking platforms to maximize accessibility in business banking. One primary issue is the digital divide; variations in internet connectivity and digital literacy among corporate clients may hinder the effective use of online platforms. Additionally, technical problems such as system downtime and integration issues with legacy systems can disrupt service continuity, leading to customer dissatisfaction. Cybersecurity threats further complicate the situation, as breaches may compromise sensitive data and undermine trust. High implementation and maintenance costs also present obstacles to scaling the online platform effectively. These challenges collectively limit the potential of online banking to fully enhance accessibility and service quality in business banking, thereby affecting competitive positioning and profitability (Oluwaseun, 2023; Adenola, 2024).
Objectives of the Study
- To assess the impact of online banking platforms on accessibility in Citibank’s business banking services.
- To identify challenges related to digital divide, system reliability, and cybersecurity.
- To propose strategies for improving the accessibility and robustness of online banking platforms.
Research Questions
- How do online banking platforms improve accessibility in business banking at Citibank Nigeria?
- What challenges hinder the effective use of online platforms by corporate clients?
- What measures can enhance the reliability and security of online banking systems?
Research Hypotheses
- H₁: Online banking platforms significantly improve business banking accessibility.
- H₂: Technical and cybersecurity challenges negatively impact platform effectiveness.
- H₃: Enhanced digital training and infrastructure investments improve online service delivery.
Scope and Limitations of the Study
The study focuses on Citibank Nigeria’s business banking division in Lagos, reviewing online banking practices over recent years. Limitations include variability in internet connectivity and potential restrictions on proprietary performance data.
Definitions of Terms
- Online Banking Platforms: Web-based systems that facilitate banking transactions and services.
- Business Banking Accessibility: The ease with which corporate clients can access banking services.
- Cybersecurity: Measures to protect digital systems from unauthorized access.
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