The effect of mobile application feature updates on digital banking usage in Nigeria: a case study of Heritage Bank
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Background of the Study
Mobile applications are critical for driving digital banking adoption, and periodic feature updates play a significant role in enhancing user experience. Heritage Bank has continually updated its mobile application to include features such as real-time transaction alerts, personalized dashboards, and improved security protocols (Adeniyi, 2023). These updates are intended to simplify financial transactions, increase ease of navigation, and ultimately boost user engagement. By incorporating customer feedback and leveraging emerging technologies, Heritage Bank strives to create a user-centric mobile experience that encourages greater digital banking usage. Research shows that frequent, meaningful updates in mobile banking features correlate with increased app adoption and higher customer satisfaction (Ikechukwu, 2024).
Despite these efforts, challenges remain in ensuring that feature updates are compatible across various devices and operating systems, and that all user segments fully benefit from the enhancements. Inconsistencies in user experience may result in lower digital adoption, particularly among customers with limited digital literacy. This study aims to examine how mobile application feature updates affect digital banking usage at Heritage Bank by analyzing app usage statistics, customer surveys, and technical performance data. The objective is to determine whether the updates have successfully driven increased usage and to identify areas for further improvement.
Statement of the Problem
Although Heritage Bank frequently updates its mobile application, digital banking usage does not consistently reflect the anticipated improvements. A major problem is that while new features enhance functionality, some users experience difficulties due to compatibility issues or insufficient guidance on how to use the updated features (Emeka, 2023). These challenges can lead to decreased satisfaction and reduced adoption rates. Furthermore, differences in device performance and user digital literacy levels contribute to a fragmented user experience. As a result, the bank struggles to achieve uniform digital banking usage across its customer base. This study seeks to determine whether the current feature updates effectively boost digital banking adoption and to identify technical and operational barriers that need to be addressed.
Objectives of the Study
• To evaluate the impact of mobile application feature updates on digital banking usage at Heritage Bank.
• To identify challenges affecting the adoption of new features.
• To recommend strategies for optimizing feature updates for improved usage.
Research Questions
• How do mobile application feature updates influence digital banking usage?
• What technical and user-related challenges affect feature adoption?
• How can Heritage Bank enhance its mobile app to drive higher digital adoption?
Research Hypotheses
• H1: Mobile application feature updates significantly increase digital banking usage.
• H2: Compatibility and digital literacy issues negatively affect user adoption.
• H3: Enhanced user support and clear guidance improve digital banking engagement.
Scope and Limitations of the Study
This study examines Heritage Bank’s mobile application updates over the past two years, using usage analytics, customer surveys, and technical performance data. Limitations include device variability and differences in digital proficiency.
Definitions of Terms
• Mobile Application Feature Updates: New or improved functionalities added to a mobile banking app.
• Digital Banking Usage: The frequency and extent of customers’ engagement with digital banking services.
• User Adoption: The rate at which customers begin to use new features.
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