An Appraisal of Customer Experience in Digital Banking: A Case Study of Access Bank, Edo State
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style:
- Recommended for :
- NGN 5000
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.
Related Project Materials
LAGOS RESIDENT'S ASSESSMENT OF COCA COLA AND PEPSI'S ENGAGEMENT OF PUBLIC RELATIONS AS A TOOL FOR ENHANCING THEIR COPERATE IMAGE
ABSTRACT
This study tried to identify the impact of public relations strategies of Coca-Cola and Pepsi...
Enhancing Artificial Intelligence-Based Medical Diagnosis Using Quantum Computing: A Case Study of Federal Medical Centre, Gusau, Zamfara State
Background of the Study
Accurate medical diagnosis is essential for effective treatment and patient care. At the Federal Me...
Design of a Mobile Application for DNA Sequence Analysis: A Case Study of Benue State University, Makurdi, Benue State
Background of the Study
The rapid evolution of genomic technologies has generated vast amounts of DNA sequence data, neces...
An examination of the role of school-based environmental education in fostering sustainable practices in Ijebu North Local Government Area, Ogun State
Background of the study
School-based environmental education plays a crucial role in instilling sustainable practices among...
LEVEL OF AWARENESS AND PREVENTION OF ANAEMIA IN PREGNANCY AMONG PREGNANT WOMEN IN NIGERIA(A CASE STUDY OF IBESIKPO-ASUTAN LGA)
Abstract
The present study revealed that the prevalence of anaemia among pregnant women was 57% which is a severe public...
An evaluation of product innovation strategies on market competitiveness: A study of a consumer electronics brand in Port Harcourt, Nigeria
Background of the study
Product innovation strategies are critical for maintaining market competitiveness, especially in t...
THE INFLUENCE OF BUDGETING ON BUSINESS PERFORMANCE MEASUREMENT
THE INFLUENCE OF BUDGETING ON BUSINESS PERFORMANCE MEASUREMENT
This study aims to: (1) investigate the impact of budgeting on business pe...
An evaluation of investment portfolio performance in Islamic finance
Background of the Study
Investment portfolio performance is a key indicator of the overall health and competitiveness of f...
An investigation of the role of morphological markers in language identity among Igbo in Anambra
Background of the study
Language identity is deeply intertwined with the morphological features that distinguish a languag...
An assessment of electoral petitions and their effects on democratic stability in Katsina Local Government Area, Katsina State
Background of the Study
Electoral petitions, filed by dissatisfied candidates or political parties following an election, h...
