An examination of mobile banking platform reliability on customer loyalty in finance: a case study of AB Microfinance Bank
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Background of the Study
Mobile banking platforms have revolutionized financial services by providing customers with convenient access to banking anytime and anywhere. AB Microfinance Bank has invested in robust mobile banking technologies to enhance service delivery and foster customer loyalty. Between 2023 and 2025, the bank has focused on improving the reliability and usability of its mobile platforms through advanced security protocols, user-friendly interfaces, and continuous system upgrades (Adeniyi, 2023; Okoro, 2024). Reliable mobile banking is critical, especially for microfinance clients who rely on quick and efficient access to financial services to manage day-to-day transactions.
A reliable mobile banking platform not only enhances customer satisfaction but also builds trust and loyalty. AB Microfinance Bank’s strategy emphasizes real-time performance monitoring and rapid resolution of technical issues to ensure minimal service disruption. By leveraging data analytics, the bank can monitor system performance, track customer usage patterns, and identify potential areas of improvement. This proactive approach is essential for maintaining a high level of service quality, which in turn encourages customers to remain loyal and continue using the bank’s services (Chinwe, 2023). However, challenges such as network connectivity issues, occasional system outages, and varying levels of digital literacy among customers can affect platform reliability and, consequently, customer loyalty.
This study aims to examine the impact of mobile banking platform reliability on customer loyalty at AB Microfinance Bank. Through a combination of quantitative analysis of platform performance metrics and qualitative feedback from users, the research will identify critical factors influencing customer trust and loyalty. The study will also propose recommendations to enhance platform reliability, thereby contributing to higher customer retention and long-term profitability.
Statement of the Problem :
Despite significant investments in mobile banking technologies, AB Microfinance Bank continues to face challenges related to platform reliability. Customers have reported intermittent issues such as slow transaction processing, occasional outages, and connectivity problems, which negatively affect their banking experience (Okoro, 2024). These technical difficulties undermine customer confidence in the mobile platform and can lead to reduced usage, ultimately impacting customer loyalty. Furthermore, the bank’s mobile platform performance is inconsistent across different regions, partly due to varying network conditions and differences in customer digital literacy levels.
The inability to provide a consistently reliable mobile banking service poses a risk to customer retention, as dissatisfied customers may seek alternative financial service providers with more dependable digital solutions. Additionally, technical issues can result in financial losses and increased operational costs, further impacting the bank’s overall performance. The lack of a robust feedback mechanism to promptly address and resolve these issues exacerbates the problem, leading to prolonged customer dissatisfaction. Therefore, there is a pressing need to evaluate the relationship between mobile banking platform reliability and customer loyalty, and to identify strategies that can enhance service consistency and improve the overall customer experience.
Objectives of the Study:
To evaluate the reliability of AB Microfinance Bank’s mobile banking platform.
To assess the impact of platform reliability on customer loyalty.
To recommend strategies for improving mobile banking reliability.
Research Questions:
How does mobile banking platform reliability affect customer loyalty at AB Microfinance Bank?
What technical challenges hinder mobile platform performance?
What measures can improve mobile banking reliability and enhance customer retention?
Research Hypotheses:
H1: Higher mobile platform reliability is associated with increased customer loyalty.
H2: Network connectivity issues negatively affect platform performance.
H3: Improved system maintenance and user training enhance customer retention.
Scope and Limitations of the Study:
The study focuses on the mobile banking platform of AB Microfinance Bank from 2023 to 2025. Limitations include regional network variability and potential biases in user feedback.
Definitions of Terms:
Mobile Banking Platform: Digital applications that provide banking services via mobile devices.
Platform Reliability: The consistency and dependability of a mobile banking service.
Customer Loyalty: The degree to which customers consistently choose to use a bank’s services.
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