An investigation of online banking interface design on user satisfaction in banking: a case study of Fortis Microfinance Bank
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Background of the Study
The design of online banking interfaces plays a crucial role in shaping user satisfaction and overall digital engagement. Fortis Microfinance Bank has undertaken a comprehensive redesign of its online banking platform to create a more intuitive, aesthetically pleasing, and user-friendly experience. Between 2023 and 2025, the bank has focused on enhancing navigation, improving interface responsiveness, and ensuring consistency across devices to meet the evolving needs of its customers (Adeniyi, 2023; Okeke, 2024). A well-designed interface can significantly reduce user errors, decrease transaction times, and foster trust in digital banking services.
Fortis Microfinance Bank’s digital transformation strategy includes extensive usability testing and customer feedback loops to ensure that design improvements align with user expectations. The bank has also integrated personalization features that tailor the online experience to individual customer preferences, which further enhances satisfaction and loyalty. However, challenges such as legacy system constraints, inconsistent design elements, and occasional performance lags can detract from the overall user experience. These issues are particularly critical for customers with limited digital literacy, who may find complex interfaces intimidating.
This study aims to investigate the impact of online banking interface design on user satisfaction at Fortis Microfinance Bank by examining customer usage data, satisfaction surveys, and qualitative feedback from focus groups. The research will identify the key design elements that contribute to a positive user experience and those that impede usability. The findings will provide actionable recommendations for optimizing the online interface, ultimately leading to enhanced user satisfaction and higher adoption rates of digital banking services (Ibrahim, 2025).
Statement of the Problem :
Despite recent efforts to redesign its online banking interface, Fortis Microfinance Bank continues to face challenges in achieving consistent user satisfaction. Customers have reported difficulties with navigation, inconsistent design elements across devices, and intermittent delays in page loading, which contribute to a fragmented digital experience (Okeke, 2024). These issues are particularly problematic for users with lower digital literacy, leading to frustration and reduced engagement with the platform. Inconsistencies in interface performance and usability gaps undermine the bank’s objective of providing a seamless online banking experience and can negatively impact customer retention.
Moreover, the integration of new design features with legacy systems has not been entirely seamless, resulting in occasional performance lags and user errors. The lack of real-time feedback mechanisms further complicates the process of identifying and resolving interface issues promptly. Consequently, the overall customer experience suffers, which can diminish the perceived reliability and attractiveness of the bank’s digital services.
This study seeks to evaluate the impact of online banking interface design on user satisfaction at Fortis Microfinance Bank and to identify the specific factors that hinder an optimal digital experience. The aim is to develop recommendations that address usability challenges, streamline interface performance, and ensure that design enhancements translate into improved customer satisfaction and increased digital adoption.
Objectives of the Study:
To assess the impact of online interface design on user satisfaction.
To identify key usability challenges affecting the platform.
To recommend improvements for optimizing the online banking interface.
Research Questions:
How does online banking interface design affect user satisfaction?
What are the main design challenges encountered by users?
What strategies can improve interface usability and consistency?
Research Hypotheses:
H1: A well-designed online interface significantly improves user satisfaction.
H2: Inconsistent design elements negatively affect the digital experience.
H3: Regular updates and user feedback integration enhance interface performance.
Scope and Limitations of the Study:
The study focuses on Fortis Microfinance Bank’s online platform from 2023 to 2025. Limitations include variations in user digital literacy and potential response biases.
Definitions of Terms:
Online Banking Interface: The digital platform through which customers access banking services online.
User Satisfaction: The level of contentment experienced by users interacting with the online platform.
Usability: The ease with which users can navigate and perform tasks on a digital system.
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