An Evaluation of Customer Perception of Internet Banking Services: A Study of UBA, Lagos State
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Background of the Study
Internet banking has transformed the financial landscape in Nigeria, offering enhanced convenience, accessibility, and efficiency in service delivery. At UBA in Lagos State, internet banking services have been central to the bank’s digital transformation agenda, aiming to cater to a technologically savvy customer base. Customers increasingly rely on online platforms for transactions, account management, and accessing financial information. UBA’s initiatives to integrate secure and user-friendly interfaces have contributed to shaping customer perceptions, influencing satisfaction levels and loyalty (Ibrahim, 2023). With rapid advancements in digital technology, UBA has invested in robust IT infrastructure and innovative service delivery models that enable seamless interactions, personalized services, and real-time updates. This evolution is critical as customers now demand immediate responses and secure digital environments. The bank’s approach to designing intuitive interfaces and providing educational resources has significantly impacted how customers perceive and use internet banking services (Okafor, 2024).
Moreover, the competitive nature of retail banking in Lagos necessitates continuous improvement in digital service quality. Internet banking not only reduces transaction costs and processing times but also empowers customers by offering 24/7 access to banking services. However, challenges such as system downtimes, cybersecurity threats, and varying degrees of digital literacy remain. As a result, the evaluation of customer perceptions provides valuable insights into the strengths and weaknesses of UBA’s digital offerings. This study critically examines these perceptions to understand the factors that drive customer satisfaction and trust in internet banking, offering recommendations for further improvement and enhanced competitive positioning (Adebayo, 2025).
Statement of the Problem
Despite significant investments in internet banking infrastructure at UBA, customer perceptions remain mixed. While many customers appreciate the convenience and efficiency, others express concerns over occasional system failures, complex navigation, and security issues. These concerns have created a gap between the potential benefits of digital banking and the actual customer experience. Some users report dissatisfaction stemming from inadequate technical support and infrequent updates on security protocols, leading to mistrust in the digital platform (Ibrahim, 2023).
Furthermore, there is a noticeable disparity in how different customer segments perceive the usability and reliability of internet banking services. Older customers or those with limited digital literacy often struggle to adapt to the evolving interfaces, which exacerbates feelings of exclusion and frustration. The inconsistent performance during peak hours and delays in transaction processing further contribute to negative perceptions. The challenge for UBA is to balance technological innovation with user-friendly designs that accommodate a broad spectrum of digital proficiency. This study seeks to identify these critical pain points and assess the overall impact of these challenges on customer satisfaction and retention, thereby enabling the bank to develop targeted strategies to bridge the perception gap (Okafor, 2024).
Objectives of the Study
- To assess the overall perception of internet banking services among UBA customers.
- To identify key factors that influence customer satisfaction with digital banking.
- To recommend strategies for enhancing the usability and security of internet banking platforms.
Research Questions
- What is the current level of customer satisfaction with UBA’s internet banking services?
- Which aspects of internet banking most significantly affect customer perception?
- How can UBA improve its internet banking platform to better meet customer expectations?
Research Hypotheses
- H₁: Positive user interface design is significantly related to high customer satisfaction in internet banking.
- H₂: Perceived security of digital platforms positively influences customer trust.
- H₃: Effective technical support enhances overall customer perception of internet banking services.
Scope and Limitations of the Study
This study focuses on UBA’s internet banking services in Lagos State, examining customer perceptions through surveys and interviews. Limitations include potential response biases, rapid technological changes, and differences in digital literacy across customer segments.
Definitions of Terms
- Internet Banking: The provision of banking services through online platforms.
- Customer Perception: How customers view and evaluate their banking experiences.
- Digital Literacy: The ability to effectively use digital tools and platforms.
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