An Investigation of Customer Trust in Mobile Banking Apps: A Study of Polaris Bank, Kano State
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Background of the Study
Customer trust is paramount in the successful adoption of mobile banking apps. Polaris Bank in Kano State has invested in developing robust mobile banking applications that promise convenience, speed, and security. These apps offer functionalities such as fund transfers, bill payments, and account management, all underpinned by advanced security protocols like multi-factor authentication and end-to-end encryption (Okeke, 2023). However, customer trust hinges not only on the technological features but also on the overall user experience and perceived reliability of the app. As mobile banking becomes the primary channel for financial transactions, customers demand seamless performance, quick issue resolution, and transparent privacy practices. Polaris Bank’s digital strategy focuses on addressing these needs through continuous system upgrades, proactive customer support, and regular security audits. Despite these efforts, challenges such as occasional app glitches, network disruptions, and data breaches can undermine trust. This study investigates the factors that influence customer trust in mobile banking apps at Polaris Bank, aiming to understand how these elements affect adoption and usage while identifying opportunities to enhance the overall digital banking experience (Chinwe, 2024; Akinola, 2025).
Statement of the Problem
Polaris Bank faces significant challenges in building and maintaining customer trust in its mobile banking apps. Despite the implementation of robust security measures, instances of system errors and connectivity issues continue to affect user confidence. Some customers remain skeptical about the safety of their financial data, while others experience frustration due to intermittent app performance issues. Furthermore, inadequate customer education on security features and the benefits of mobile banking contributes to reluctance in adoption. The disparity between the bank’s technological capabilities and customer perceptions creates a gap that undermines overall trust and limits the widespread use of digital banking solutions. This study seeks to identify the root causes of these trust issues, evaluate their impact on app usage and customer loyalty, and propose targeted interventions to reinforce a secure, reliable, and user-friendly mobile banking experience.
Objectives of the Study
• To assess the level of customer trust in Polaris Bank’s mobile banking app.
• To identify the factors that diminish trust in digital banking applications.
• To recommend strategies to enhance app reliability and customer confidence.
Research Questions
• What is the current level of customer trust in Polaris Bank’s mobile banking app?
• What factors contribute to diminished trust and usage challenges?
• What measures can improve trust and enhance mobile banking adoption?
Research Hypotheses
• H₁: Robust security features are positively correlated with customer trust.
• H₂: Technical glitches and network issues negatively impact trust in mobile banking.
• H₃: Enhanced customer education on app features increases overall trust.
Scope and Limitations of the Study
This study focuses on Polaris Bank’s mobile banking app in Kano State. Limitations include variable network conditions, differences in customer digital literacy, and rapidly evolving cybersecurity threats.
Definitions of Terms
• Mobile Banking App: A software application that allows customers to conduct banking transactions on mobile devices.
• Customer Trust: The confidence customers have in the security and reliability of a digital service.
• Digital Security: Measures implemented to protect digital platforms from unauthorized access.
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