An evaluation of mobile banking service quality on customer retention in banking: a case study of Co-operative Bank of Nigeria
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Background of the Study:
Mobile banking has emerged as a cornerstone of modern banking, providing customers with convenient, on-the-go access to financial services. Co-operative Bank of Nigeria has invested heavily in mobile banking platforms to enhance service quality and boost customer retention. Between 2023 and 2025, the bank has focused on developing user-friendly mobile applications that offer secure transactions, personalized features, and seamless integration with other digital services (Adeniyi, 2023; Okeke, 2024). The quality of mobile banking services—characterized by transaction speed, security, and ease of use—plays a critical role in determining customer satisfaction and loyalty.
High-quality mobile banking services can lead to increased customer engagement, reduced operational costs, and improved competitive positioning in a rapidly evolving digital landscape. Co-operative Bank’s digital initiatives include continuous system upgrades, proactive customer support, and the use of data analytics to tailor services to individual customer needs. These efforts are designed to minimize service disruptions and enhance the overall customer experience. However, challenges such as network issues, occasional technical glitches, and varying levels of digital literacy can affect service quality and, consequently, customer retention.
This study aims to evaluate the impact of mobile banking service quality on customer retention at Co-operative Bank of Nigeria by analyzing performance metrics, customer satisfaction surveys, and retention rates. The research will provide insights into how improvements in mobile service quality can drive customer loyalty and offer recommendations for further enhancements to the platform (Ibrahim, 2025).
Statement of the Problem:
Despite substantial investments in mobile banking technology, Co-operative Bank of Nigeria faces challenges in achieving consistent service quality, which in turn affects customer retention. Customers have reported instances of slow transaction processing, occasional system outages, and interface usability issues that undermine their overall experience (Okeke, 2024). These technical difficulties can lead to frustration and may prompt customers to switch to competitors offering more reliable digital solutions. Inconsistent performance across different regions and customer segments further complicates the retention strategy, as not all users experience the same level of service quality.
Moreover, the lack of tailored support for customers with lower digital literacy exacerbates the problem, resulting in a significant portion of the customer base not fully adopting mobile banking services. The overall impact is a decline in customer loyalty and a potential loss of market share. This study will investigate the specific factors that compromise mobile banking service quality and assess their effects on customer retention. By combining quantitative data and qualitative feedback, the research aims to develop actionable recommendations to enhance mobile banking performance and boost customer retention rates.
Objectives of the Study:
To evaluate the impact of mobile banking service quality on customer retention at Co-operative Bank of Nigeria.
To identify key technical and usability challenges affecting service quality.
To recommend strategies for improving mobile banking services and retention.
Research Questions:
How does mobile banking service quality affect customer retention?
What are the primary challenges affecting mobile service performance?
What measures can improve the quality and reliability of mobile banking?
Research Hypotheses:
H1: High-quality mobile banking services significantly increase customer retention.
H2: Technical issues and poor usability negatively impact retention rates.
H3: Targeted support and continuous system upgrades enhance customer satisfaction.
Scope and Limitations of the Study:
The study focuses on Co-operative Bank of Nigeria’s mobile banking services between 2023 and 2025. Limitations include regional differences in network performance and potential response biases in customer surveys.
Definitions of Terms:
Mobile Banking Service Quality: The performance, reliability, and usability of a bank’s mobile platform.
Customer Retention: The ability of a bank to retain its customers over time.
Digital Literacy: The ability of customers to effectively use digital technologies.
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