An examination of mobile banking adoption challenges in business banking: A case study of Stanbic IBTC Bank, Abuja.
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Background of the Study
Mobile banking has revolutionized business banking by offering flexible, on‐the‐go access to financial services. Stanbic IBTC Bank, Abuja, has been at the forefront of mobile banking adoption, deploying applications that allow corporate clients to perform transactions, access account information, and manage funds through smartphones and tablets. Despite the convenience and efficiency provided by these digital platforms, the adoption process faces several challenges that can hinder optimal usage. Mobile banking requires not only robust technological infrastructure but also a supportive ecosystem that includes digital literacy, user-friendly interfaces, and reliable network connectivity (Olayinka, 2023).
The bank’s mobile banking strategy aims to streamline business processes and enhance customer engagement through features such as real-time notifications, biometric authentication, and integrated payment solutions. These innovations promise faster service delivery and improved operational efficiency. However, the shift from traditional banking methods to mobile platforms necessitates a comprehensive change in both organizational processes and customer behavior. Challenges such as inconsistent internet connectivity, cybersecurity concerns, and the resistance of users accustomed to conventional channels often impede the adoption of mobile banking services (Chukwu, 2024). Additionally, the rapid evolution of mobile technologies requires continuous system updates and employee training, which further complicate the implementation process.
Stanbic IBTC Bank’s experience highlights the critical need to address these challenges to fully harness the potential of mobile banking in business operations. By examining the factors that limit user adoption and operational effectiveness, this study seeks to provide insights into how mobile banking platforms can be optimized to better serve business clients and drive operational efficiency (Adebisi, 2025).
Statement of the Problem
Despite the clear advantages of mobile banking, Stanbic IBTC Bank, Abuja, faces several adoption challenges that hinder its effectiveness in business banking. A major problem is the digital divide among corporate clients, many of whom have limited digital literacy and experience difficulties navigating mobile interfaces (Okoro, 2023). This gap often leads to underutilization of available mobile banking services and a reliance on traditional methods. Additionally, inconsistent network reliability and frequent system downtimes reduce user confidence and disrupt critical banking operations.
Furthermore, cybersecurity concerns remain paramount; as mobile platforms are exposed to various digital threats, ensuring robust security without compromising usability becomes a significant challenge. The bank also encounters internal resistance, as some employees are reluctant to transition from established processes to new digital channels. These issues, compounded by the cost of continuous technological upgrades and the need for extensive user training, create a gap between the expected benefits of mobile banking and the actual operational outcomes (Ibrahim, 2024). The study aims to explore these challenges in depth and propose strategies to enhance mobile banking adoption in business banking.
Objectives of the Study
• To evaluate the current state of mobile banking adoption in business banking at Stanbic IBTC Bank, Abuja.
• To identify the key challenges that hinder effective mobile banking adoption.
• To propose strategies for improving digital literacy and system reliability.
Research Questions
• What are the primary challenges hindering mobile banking adoption in business banking at Stanbic IBTC Bank?
• How does digital literacy affect the usage of mobile banking applications among corporate clients?
• What strategies can improve network reliability and cybersecurity in mobile banking?
Research Hypotheses
• H1: Limited digital literacy significantly reduces the adoption of mobile banking services in business banking.
• H2: Inconsistent network reliability and system downtimes negatively impact user satisfaction.
• H3: Enhanced training and robust cybersecurity measures are positively correlated with increased mobile banking adoption.
Scope and Limitations of the Study
The study focuses on the mobile banking services provided by Stanbic IBTC Bank, Abuja, in its business banking division. Limitations include potential biases in user feedback and restricted access to detailed technical performance data.
Definitions of Terms
• Mobile Banking: The provision of banking services through mobile devices.
• Digital Literacy: The ability of users to effectively navigate digital platforms.
• Cybersecurity: Measures implemented to protect digital systems from threats.
• Business Banking: Financial services tailored for corporate clients.
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