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 are increasingly critical for delivering convenient and accessible financial services, particularly for microfinance clients. AB Microfinance Bank has invested in enhancing its mobile banking platform’s reliability to ensure seamless customer interactions and build long-term loyalty. Between 2023 and 2025, the bank has upgraded its mobile application with improved security protocols, user-friendly interfaces, and real-time performance monitoring to reduce system downtimes and transaction errors (Adeniyi, 2023; Okoro, 2024). Reliable mobile banking is especially vital for clients who depend on digital transactions for day-to-day financial management.
A robust mobile banking platform enhances customer satisfaction by providing timely and secure access to financial services. AB Microfinance Bank’s strategy focuses on minimizing technical disruptions and ensuring a consistent user experience across various devices. By employing predictive maintenance and regular updates, the bank aims to preempt potential issues and maintain high platform reliability. This approach not only fosters trust among users but also encourages greater usage, thereby strengthening customer loyalty and retention (Chinwe, 2023).
However, challenges persist in achieving uniform reliability across diverse geographical regions, as network connectivity issues and differences in customer digital literacy can lead to variable performance. These challenges may result in inconsistent customer experiences, potentially undermining loyalty. This study will investigate the relationship between mobile banking platform reliability and customer loyalty at AB Microfinance Bank. Through a combination of quantitative performance data and qualitative feedback from users, the research aims to identify critical factors affecting platform reliability and propose strategies for improvement (Ibrahim, 2025).
Statement of the Problem :
Despite significant improvements in mobile banking technology, AB Microfinance Bank continues to face challenges regarding platform reliability. Customers report issues such as slow transaction processing, intermittent outages, and connectivity problems that diminish the overall user experience (Okoro, 2024). These technical difficulties not only cause frustration but also weaken customer trust in the bank’s digital services. Inconsistent performance across different regions further exacerbates the problem, as some users experience a stable platform while others face recurrent disruptions.
The variability in mobile banking reliability leads to reduced customer engagement and may prompt customers to switch to alternative service providers. Furthermore, inadequate customer support and training on using digital platforms can compound these issues, leaving less tech-savvy users at a disadvantage. The cumulative effect of these challenges is a decline in customer loyalty, which ultimately impacts the bank’s market position and profitability. Therefore, there is a need to evaluate the impact of mobile banking platform reliability on customer loyalty and identify effective measures to enhance system performance.
Objectives of the Study:
To assess the reliability of AB Microfinance Bank’s mobile banking platform.
To evaluate the effect 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?
What technical challenges hinder platform reliability?
What measures can enhance the consistency of mobile banking services?
Research Hypotheses:
H1: Higher mobile platform reliability is associated with increased customer loyalty.
H2: Network connectivity issues negatively affect mobile banking performance.
H3: Improved system maintenance and user training enhance customer retention.
Scope and Limitations of the Study:
This study focuses on AB Microfinance Bank’s mobile banking platform from 2023 to 2025. Limitations include regional variations in connectivity and potential survey biases.
Definitions of Terms:
Mobile Banking Platform: Digital application providing banking services via mobile devices.
Platform Reliability: Consistency and dependability of mobile banking service performance.
Customer Loyalty: The extent to which customers remain committed to a bank’s services.
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