An Assessment of Mobile Application Usability on Digital Banking Adoption in Nigeria: A Case Study of Heritage Bank
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Background of the Study
Mobile application usability is a critical factor in the adoption of digital banking services, particularly in emerging markets such as Nigeria. Heritage Bank has invested in designing a user-friendly mobile banking app that aims to simplify transactions, enhance security, and provide an overall seamless digital experience. Usability encompasses factors such as intuitive navigation, clear visual design, ease of access to services, and responsiveness. By focusing on these elements, the bank seeks to increase digital banking adoption among a diverse customer base, including those with varying levels of digital literacy. Research has shown that an application’s usability significantly influences customer satisfaction and retention, as users are more likely to engage with platforms that are easy to use and understand. Despite these efforts, challenges remain in ensuring consistent usability across different devices and network conditions. Some users may experience difficulties due to design complexity or technical glitches, which can hinder widespread adoption. This study will assess the usability of Heritage Bank’s mobile application by gathering user feedback, analyzing app performance metrics, and comparing usability benchmarks with industry standards. The goal is to determine the extent to which application usability affects digital banking adoption and to identify key areas for further improvement.
Statement of the Problem
Although Heritage Bank’s mobile application has been designed with usability in mind, there remain significant challenges that affect digital banking adoption. Reports indicate that some users experience difficulties navigating the app, encountering interface glitches, and facing delays in transaction processing. These issues are particularly problematic for customers with lower digital literacy, who may find the complexity of the app overwhelming. Additionally, variations in device compatibility and inconsistent performance across different network conditions further exacerbate usability challenges. Such problems can lead to customer frustration and reluctance to adopt digital banking solutions, undermining the bank’s efforts to promote digital transformation. The lack of a standardized usability evaluation framework makes it difficult to quantify these issues and implement targeted improvements. This study aims to address these challenges by examining the relationship between mobile application usability and digital banking adoption at Heritage Bank, using quantitative performance data and qualitative user feedback to identify specific areas where usability enhancements are needed.
Objectives of the Study:
1. To assess the usability of Heritage Bank’s mobile application.
2. To determine the effect of app usability on digital banking adoption.
3. To recommend improvements to enhance the overall user experience.
Research Questions:
1. How does mobile app usability affect digital banking adoption?
2. What usability issues hinder the adoption of digital banking?
3. What measures can enhance the mobile application’s user experience?
Research Hypotheses:
1. Improved mobile app usability significantly increases digital banking adoption.
2. Usability issues negatively impact customer engagement with the app.
3. Targeted usability enhancements lead to higher user satisfaction and adoption rates.
Scope and Limitations of the Study:
This study focuses on Heritage Bank’s mobile application, using user surveys, app performance analytics, and focus groups. Limitations include variations in device performance and potential respondent biases.
Definitions of Terms:
• Mobile Application Usability: The ease with which users can navigate and use a mobile banking app.
• Digital Banking Adoption: The rate at which customers embrace digital banking services.
• User Experience (UX): The overall experience a user has when interacting with an application.
• Digital Literacy: The ability to use digital tools effectively.
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