evaluation of digital customer service channels in corporate banking: A case study of Fidelity Bank Nigeria, Kano.
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Background of the Study
Digital customer service channels are revolutionizing the way corporate banks interact with their clients by providing efficient, real-time support and personalized service. Fidelity Bank Nigeria, Kano, has implemented a variety of digital customer service solutions—such as chatbots, mobile applications, and online help desks—to enhance client engagement and satisfaction (Oluwaseun, 2023). These channels enable the bank to offer round-the-clock support, streamline query resolution, and deliver tailored financial advice based on customer profiles. The integration of digital channels with customer relationship management systems allows for seamless data sharing, resulting in improved response times and a more cohesive service experience (Ibrahim, 2024).
The bank’s strategy focuses on creating an omnichannel service environment where digital interactions complement traditional in-branch services. This dual approach ensures that corporate clients benefit from the convenience and speed of digital channels while still having access to personalized service when needed. However, the adoption of digital customer service channels comes with challenges such as ensuring data security, maintaining system reliability, and continuously updating platforms to meet evolving customer expectations (Adeleke, 2025).
Fidelity Bank’s commitment to digital transformation in customer service is aimed at not only enhancing operational efficiency but also at building long-term customer loyalty and trust. By leveraging advanced analytics and feedback mechanisms, the bank can monitor service performance and rapidly address any deficiencies. This study evaluates the effectiveness of these digital customer service channels in corporate banking, focusing on their impact on service quality, customer satisfaction, and overall operational performance (Chinwe, 2025).
Statement of the Problem
Although digital customer service channels have the potential to transform corporate banking, Fidelity Bank, Kano, faces several challenges in fully leveraging these technologies. A primary issue is the integration of digital channels with existing customer service systems, which sometimes leads to inconsistencies in data and delays in response times (Ogunleye, 2023). Furthermore, cybersecurity risks associated with digital interactions can compromise customer data, leading to reduced trust and lower adoption rates.
Another problem is the variability in customer digital literacy, which affects how effectively clients can engage with digital support tools. Inconsistent user experiences across different platforms—due to technical glitches or outdated software—can result in customer frustration and diminished satisfaction. Additionally, resistance to change from both customers and staff may hinder the full deployment of digital channels, limiting their potential benefits. These challenges underscore the need for a comprehensive evaluation of digital customer service channels to identify areas for improvement and strategies to enhance their effectiveness in delivering high-quality corporate banking services (Ibrahim, 2024).
Objectives of the Study
• To evaluate the effectiveness of digital customer service channels at Fidelity Bank, Kano.
• To identify challenges in integrating digital channels with existing customer service systems.
• To assess the impact of cybersecurity and digital literacy on customer satisfaction.
Research Questions
• How do digital customer service channels affect client engagement at Fidelity Bank?
• What integration challenges hinder seamless customer service delivery?
• How do cybersecurity measures and customer digital literacy influence service quality?
Research Hypotheses
• H1: Digital customer service channels significantly enhance customer satisfaction in corporate banking.
• H2: Integration issues negatively impact the efficiency of digital customer service.
• H3: Enhanced cybersecurity and improved digital literacy are positively correlated with better service outcomes.
Scope and Limitations of the Study
The study focuses on the corporate banking division of Fidelity Bank Nigeria in Kano. Limitations include restricted access to detailed customer interaction data and variability in digital platform performance.
Definitions of Terms
• Digital Customer Service Channels: Online platforms and tools used to interact with customers.
• Customer Satisfaction: The overall contentment of clients with the service received.
• Omnichannel: An integrated approach that provides a seamless customer experience across multiple channels.
• Cybersecurity: Protective measures implemented to secure digital interactions.
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