An examination of mobile banking service quality improvements on user satisfaction in banking: a case study of Ecobank Nigeria
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style:
- Recommended for :
- NGN 5000
Background of the Study
Mobile banking is a cornerstone of modern financial service delivery, and user satisfaction is a critical determinant of its success. Ecobank Nigeria has recently undertaken significant improvements to its mobile banking platform with a focus on enhancing service quality. These improvements include a user-friendly interface, faster transaction processing, enhanced security features, and personalized service functionalities. By integrating advanced digital tools and real‑time analytics, Ecobank Nigeria aims to offer a seamless, reliable, and secure mobile banking experience that meets the diverse needs of its customers (Oluwaseun, 2023). The enhanced platform provides real-time notifications, interactive dashboards, and personalized financial insights, which contribute to improved user engagement and satisfaction. Additionally, regular updates and robust customer support ensure that the platform remains responsive to emerging needs and technological trends (Adeniran, 2024). Despite these enhancements, challenges such as device compatibility issues, network reliability, and varying levels of digital literacy among users persist, potentially affecting overall satisfaction.
Statement of the Problem
Despite the substantial improvements in mobile banking service quality, Ecobank Nigeria faces challenges in achieving consistent user satisfaction. Variability in network connectivity and device performance often leads to an uneven user experience, with some customers experiencing delays or technical glitches (Ibrahim, 2023). Inadequate digital literacy among certain segments of the customer base further impedes the effective utilization of advanced features. Moreover, while the platform’s design improvements have enhanced usability, occasional service disruptions and delayed update cycles continue to hinder a seamless digital experience. These challenges contribute to a gap between the potential benefits of the upgraded mobile banking system and the actual level of user satisfaction. This study aims to identify these issues and propose targeted interventions to optimize service quality and elevate overall customer satisfaction.
Objectives of the Study
-
To assess the impact of mobile banking service quality improvements on user satisfaction at Ecobank Nigeria.
-
To identify technical and digital literacy challenges affecting mobile banking usability.
-
To recommend strategies for optimizing the mobile platform to enhance customer satisfaction.
Research Questions
-
How do mobile banking service quality improvements affect user satisfaction at Ecobank Nigeria?
-
What technical and user-related challenges hinder optimal mobile banking experiences?
-
What measures can be implemented to improve overall service quality and satisfaction?
Research Hypotheses
-
H1: Mobile banking service quality improvements significantly enhance user satisfaction.
-
H2: Device compatibility and network issues negatively affect customer experiences.
-
H3: Enhanced digital literacy initiatives and continuous updates are positively correlated with increased satisfaction.
Scope and Limitations of the Study
This study focuses on Ecobank Nigeria’s mobile banking platform, using user surveys, performance metrics, and technical reports. Limitations include regional network variability and the rapid evolution of mobile technology.
Definitions of Terms
-
Mobile Banking Service Quality: The level of efficiency, reliability, and usability of a mobile banking platform.
-
User Satisfaction: The degree of contentment experienced by customers using digital banking services.
-
Digital Literacy: The ability of users to effectively engage with digital platforms.
-
Real-time Notifications: Instant alerts provided to users regarding their account activities.
Related Project Materials
IMPACT OF ADULT EDUCATION ON SUBSTANCE ABUSE PREVENTION
Abstract: This study investigates the impact of adult education on substance abuse prevention, focusing on how educational programs designed f...
A Comparative Analysis of Morphological Complexity in Nigerian Indigenous Languages: A Focus on Igbo and Hausa
Background of the Study
Nigeria is home to a rich tapestry of indigenous languages, among which Igbo and Hausa stand out f...
An Investigation of the Barriers to Effective Geriatric Care in Katsina State
Background of the Study
Geriatric care is increasingly recognized as a critical compon...
An examination of the impact of local governance on public health services in Bauchi Local Government Area, Bauchi State
Chapter One: Introduction
DEVELOPMENT OF DOCUMENT ROUTING SYSTEM ONLINE APPLICATION AND APPROVAL OF LOAN
ABSTRACT
An online loan website would allow AccionMFB to access online application, website, a...
The effect of informal education on students’ willingness to participate in science fairs in Uyo Local Government Area, Akwa Ibom State
Background of the Study
Science fairs represent a critical platform for stimulating students’ interest in science, t...
A SURVEY OF STUDENTS’ OPINION ON THE IMPACT OF TERRORISM ON PERFORMANCE IN SOCIAL STUDIES, IN COLLEGES OF EDUCATION, NIGERIA
ABSTRACT
This study surveyed student opinion on the impact of Terrorism on performance in social studies in Colleges of Education, Platea...
Optimization of Virtual Labs for Engineering Courses in Federal Polytechnic, Bida, Niger State
Background of the Study
In engineering education, hands-on experience is critical for bridging the gap between theoretical...
An evaluation of local government involvement in providing microcredit to small businesses in Keffi Local Government Area, Nasarawa State
Chapter One: Introduction
1.1 Background of the Study
Microcredit has become a vital tool for...
An appraisal of ATM network modernization on service reliability in banking: a case study of AB Microfinance Bank
Background of the Study
Over the past decade, the rapid evolution of financial technology has led banks to modernize their...
