An Examination of the Relationship Between Customer Trust and Banking Technology: A Case Study of Polaris Bank, Osun State
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Background of the Study
Customer trust is fundamental to the success of retail banking, particularly as technology plays an increasingly central role in service delivery. At Polaris Bank in Osun State, advanced banking technologies—such as mobile banking platforms, online transaction systems, and automated customer service tools—are designed to enhance efficiency and provide secure services. However, the effectiveness of these technologies hinges on the degree of trust that customers place in them. Trust is built through reliable service, robust security measures, and consistent customer support (Okoro, 2023). As digital banking becomes more prevalent, customers are more sensitive to issues such as data breaches, system downtimes, and privacy concerns. Polaris Bank has invested in state-of-the-art cybersecurity protocols, regular system audits, and proactive customer communication strategies to bolster trust in its technological solutions. Nevertheless, gaps remain in aligning customer perceptions with technological capabilities. This study examines the relationship between customer trust and the use of banking technology at Polaris Bank, exploring how technology-driven innovations influence customer confidence and loyalty, and identifying key areas where improvements can enhance trust in digital services (Chinwe, 2024; Akinola, 2025).
Statement of the Problem
Despite significant technological advancements at Polaris Bank, customer trust in digital banking solutions is not uniformly high. Instances of system failures, data security breaches, and perceived lack of transparency in digital operations have led some customers to be wary of fully adopting the bank’s technology-driven services. Inconsistent performance across digital channels and insufficient customer education about security protocols further erode trust. Moreover, rapidly evolving technology may outpace the bank’s ability to update and secure its systems, resulting in vulnerabilities that undermine confidence. This misalignment between technological innovation and customer expectations creates a significant challenge for Polaris Bank, as diminished trust can lead to lower adoption rates and customer attrition. This study aims to identify the key determinants of customer trust in banking technology and evaluate how these factors affect overall satisfaction and loyalty, providing recommendations to strengthen the technology–trust nexus.
Objectives of the Study
• To examine the influence of banking technology on customer trust at Polaris Bank.
• To identify factors that negatively affect trust in digital banking platforms.
• To propose strategies to improve transparency, security, and customer education.
Research Questions
• How does the use of banking technology impact customer trust at Polaris Bank?
• What factors contribute to diminished trust in digital banking services?
• What measures can enhance customer confidence in banking technology?
Research Hypotheses
• H₁: Robust security measures are positively correlated with higher customer trust.
• H₂: Inconsistent system performance negatively affects customer confidence.
• H₃: Proactive customer education significantly improves trust in digital banking.
Scope and Limitations of the Study
This study is confined to Polaris Bank’s digital operations in Osun State. Limitations include variations in customer digital literacy, external cyber threat dynamics, and evolving technological standards.
Definitions of Terms
• Customer Trust: The confidence customers have in the bank’s ability to secure and deliver services reliably.
• Banking Technology: Digital tools and systems used to provide financial services.
• Digital Banking: The use of digital channels for executing banking transactions.
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