An Appraisal of Customer Experience in Digital Banking: A Case Study of Access Bank, Edo State
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Background of the Study
Digital banking has revolutionized how financial services are delivered, placing customer experience at the forefront of competitive advantage. Access Bank in Edo State has embraced digital transformation by deploying innovative mobile and online banking platforms designed to offer seamless, user-friendly services. These platforms allow customers to perform a wide array of transactions—from fund transfers to bill payments—in real time. By leveraging advanced technologies such as biometric authentication, AI-driven chatbots, and intuitive user interfaces, Access Bank aims to enhance convenience and improve overall customer satisfaction (Okoro, 2023). In today’s fast-paced digital environment, customer experience is not limited to transactional efficiency; it also encompasses personalized service, data security, and continuous engagement through feedback mechanisms. The bank’s investment in digital infrastructure has been complemented by extensive customer support services that aim to address issues promptly and build long-term trust. However, challenges such as occasional system downtimes, cybersecurity concerns, and variations in digital literacy can detract from the overall experience. This study appraises the customer experience in digital banking at Access Bank, evaluating the strengths and weaknesses of the digital platforms, and identifying strategies to further enhance the quality and reliability of digital service delivery (Chinwe, 2024; Akinola, 2025).
Statement of the Problem
Despite the advancements in digital banking, Access Bank continues to face challenges that negatively affect customer experience. System downtimes and technical glitches have led to interruptions in service delivery, frustrating customers and undermining their trust in the bank’s digital platforms. Additionally, while advanced security measures are in place, concerns regarding data privacy and cyber threats persist, contributing to customer anxiety about the safety of their financial information. Variations in digital literacy among customers further exacerbate the problem, as less tech-savvy users may find it difficult to navigate the digital platforms effectively. Inconsistencies in the user interface across different devices and platforms also lead to a fragmented experience, which can reduce overall satisfaction and loyalty. These issues highlight a gap between the bank’s digital ambitions and the actual user experience delivered. As customer expectations continue to evolve rapidly in a highly competitive market, addressing these shortcomings is imperative. This study aims to identify the key challenges in digital customer experience at Access Bank and to propose actionable strategies for ensuring a consistently high-quality, secure, and user-friendly digital banking environment.
Objectives of the Study
• To evaluate the overall customer experience with Access Bank’s digital banking platforms.
• To identify the main challenges affecting digital user satisfaction.
• To recommend strategies for enhancing digital platform consistency and security.
Research Questions
• How do customers perceive the quality of digital banking services at Access Bank?
• What are the primary factors contributing to a suboptimal digital experience?
• How can the bank improve digital service delivery to boost customer satisfaction?
Research Hypotheses
• H₁: Enhanced digital interface design significantly improves customer experience.
• H₂: Technical disruptions and security concerns negatively affect digital banking satisfaction.
• H₃: Consistent multi-device integration improves overall user engagement.
Scope and Limitations of the Study
This study focuses on the digital banking operations of Access Bank in Edo State. Limitations include varying customer digital literacy levels and the rapidly evolving nature of technology.
Definitions of Terms
• Digital Banking: The delivery of banking services through digital channels.
• Customer Experience: The overall satisfaction and perception of quality that customers derive from a service.
• Biometric Authentication: Security measures that use unique physical characteristics to verify identity.
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