An assessment of mobile application usability in business banking: A case study of Keystone Bank, Abuja.
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Background of the Study
Mobile applications have become an integral part of business banking, offering customers the convenience of accessing financial services anytime and anywhere. Keystone Bank, Abuja, has invested in developing user-friendly mobile applications to enhance customer engagement and streamline banking transactions. These mobile apps are designed to simplify complex banking operations, from fund transfers to loan management, through intuitive interfaces and seamless integration with core banking systems (Olawale, 2023). The usability of these applications is critical, as it directly influences customer satisfaction and the overall efficiency of business banking operations (Femi, 2024).
The study of mobile application usability encompasses various dimensions, including ease of navigation, responsiveness, security features, and the overall user interface design. Keystone Bank’s mobile platforms are continually updated to meet the evolving needs of its business clients, ensuring that the digital banking experience remains robust and efficient. Advanced features such as biometric authentication, real-time notifications, and personalized dashboards have been incorporated to improve user experience. However, usability challenges still persist, particularly among users who may be less tech-savvy or in regions with inconsistent internet connectivity (Akinyemi, 2025).
As business banking increasingly moves towards digital solutions, the role of mobile applications becomes even more prominent. Effective mobile usability can lead to improved customer retention, faster transaction times, and reduced operational costs. Conversely, poor usability may result in customer frustration, increased service calls, and a diminished competitive edge. Therefore, this study seeks to critically assess the usability of Keystone Bank’s mobile application, exploring the strengths and weaknesses of its design and functionality while considering the broader implications for business banking efficiency.
Statement of the Problem
Despite significant advancements in mobile application design, Keystone Bank, Abuja, continues to face challenges in ensuring optimal usability of its business banking app. A primary problem is the disparity between the app’s intended functionality and the actual user experience. Users have reported difficulties in navigating certain features and delays in transaction processing, which may be attributable to design flaws or technical limitations (Nwachukwu, 2023). Additionally, issues such as inconsistent performance across different mobile devices and operating systems exacerbate user dissatisfaction, undermining the bank’s efforts to deliver a seamless digital experience (Ibrahim, 2024).
Another key issue is the balance between security and usability. While robust security measures such as multi-factor authentication are essential, they can sometimes complicate the user experience and lead to longer processing times. This trade-off between security and ease of use poses a significant challenge in designing a mobile application that is both secure and user-friendly. Furthermore, the rapid pace of technological change means that updates and improvements are continuously needed to keep the application relevant, yet such frequent changes may lead to confusion and inconsistency for regular users (Chinonso, 2025). These factors underscore the need for a thorough evaluation of mobile application usability, with a view to identifying specific areas where improvements can enhance the overall effectiveness of business banking services.
Objectives of the Study
• To evaluate the usability and functionality of Keystone Bank’s mobile application for business banking.
• To identify design and technical challenges that affect user experience.
• To recommend strategies for enhancing mobile app usability while maintaining robust security features.
Research Questions
• How user-friendly is Keystone Bank’s mobile application for business banking operations?
• What technical and design challenges hinder optimal usability?
• How can the balance between security and usability be improved in the mobile app?
Research Hypotheses
• H1: Improved mobile application usability is positively correlated with enhanced customer satisfaction.
• H2: Technical and design challenges significantly reduce the efficiency of mobile banking operations.
• H3: Optimizing security features without compromising usability improves overall app performance.
Scope and Limitations of the Study
This study is limited to the mobile application used in Keystone Bank’s business banking operations in Abuja. Limitations include potential bias in user feedback and restricted access to detailed app performance metrics.
Definitions of Terms
• Mobile Application Usability: The ease with which users can navigate and effectively use a mobile banking app.
• User Interface (UI): The design elements that facilitate user interaction with the app.
• Business Banking: Financial services tailored for corporate and commercial clients.
• Biometric Authentication: Security measures that use unique biological traits for user verification.
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