An examination of mobile application usability improvements on driving digital banking adoption in Nigeria: a case study of Heritage Bank
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Background of the Study
Mobile applications serve as the primary interface between banks and their customers in the digital age. Heritage Bank has focused on enhancing the usability of its mobile banking application to drive broader digital adoption across Nigeria. Recent improvements include user interface redesigns, simplified navigation, and the incorporation of interactive features that make banking more intuitive and accessible (Ezenwa, 2023; Nwosu, 2023). These enhancements aim to reduce the learning curve for new users and encourage existing customers to engage more frequently with digital banking services.
The usability improvements are grounded in comprehensive user feedback and behavioral analytics, enabling the bank to tailor the app’s functionality to meet customer needs effectively. By streamlining processes such as funds transfer, bill payments, and account management, Heritage Bank’s mobile application facilitates faster transactions and reduces errors. This, in turn, fosters a positive user experience and builds confidence in digital banking as a reliable alternative to traditional branch-based services (Ibrahim, 2023). Moreover, enhanced security features and real-time support options are integrated to address common concerns associated with digital transactions, thereby further boosting user trust.
The strategic focus on mobile usability is also intended to capture the growing market of tech-savvy Nigerians and promote financial inclusion in regions with limited access to physical banking infrastructure. By making digital banking more user-friendly, Heritage Bank not only increases its customer base but also contributes to the overall digital transformation of the Nigerian banking sector (Chinwe, 2025). This study investigates how improvements in mobile application usability have influenced the rate of digital banking adoption and customer satisfaction, offering insights into the critical factors that drive the success of digital transformation initiatives.
Statement of the Problem
Despite notable improvements in its mobile banking application, Heritage Bank faces ongoing challenges in achieving widespread digital banking adoption. One key issue is the persistent digital divide between urban and rural areas, where limited internet connectivity and lower levels of digital literacy hamper the effective use of the mobile app (Oluwaseun, 2023). Additionally, while the app’s usability has improved, some users still encounter difficulties navigating certain features, which can lead to frustration and lower adoption rates. The lack of uniform user experience across different mobile devices further complicates the issue, affecting overall satisfaction.
Moreover, the rapid pace of technological change means that usability improvements must be continually updated to meet evolving user expectations. Heritage Bank must invest in ongoing user research and app development, which can strain financial and human resources. Integration issues with legacy systems and inconsistent performance during peak usage times also contribute to service disruptions that detract from the overall user experience (Adebayo, 2023). Without addressing these challenges comprehensively, the bank may struggle to realize the full potential of its digital transformation initiatives, thereby limiting its competitive edge in the digital banking arena.
Objectives of the Study
1. To assess the impact of mobile application usability improvements on digital banking adoption at Heritage Bank.
2. To identify challenges hindering optimal app performance and user satisfaction.
3. To recommend strategies for enhancing mobile app usability and promoting digital banking adoption.
Research Questions
1. How do usability improvements in the mobile application affect digital banking adoption at Heritage Bank?
2. What challenges do users face when interacting with the enhanced mobile app?
3. How can Heritage Bank further optimize mobile application usability to boost digital banking adoption?
Research Hypotheses
1. H₀: Mobile application usability improvements do not significantly increase digital banking adoption at Heritage Bank.
2. H₀: User experience challenges do not significantly affect the adoption of the mobile banking app.
3. H₀: Optimization strategies do not significantly enhance mobile application usability and customer satisfaction.
Scope and Limitations of the Study
This study focuses on Heritage Bank’s mobile banking application, drawing on user feedback, app performance data, and market analysis. Limitations include regional disparities in internet access and variations in device compatibility.
Definitions of Terms
• Mobile Application Usability: The ease with which users can navigate and effectively use a mobile banking app.
• Digital Banking Adoption: The extent to which customers transition from traditional banking methods to digital platforms.
• User Experience: The overall experience and satisfaction derived from interacting with a digital application.
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