An examination of mobile banking service quality improvements on user satisfaction in banking: a case study of Ecobank Nigeria
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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
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To assess the impact of mobile banking service quality improvements on user satisfaction at Ecobank Nigeria.
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To identify technical and digital literacy challenges affecting mobile banking usability.
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To recommend strategies for optimizing the mobile platform to enhance customer satisfaction.
Research Questions
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How do mobile banking service quality improvements affect user satisfaction at Ecobank Nigeria?
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What technical and user-related challenges hinder optimal mobile banking experiences?
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What measures can be implemented to improve overall service quality and satisfaction?
Research Hypotheses
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H1: Mobile banking service quality improvements significantly enhance user satisfaction.
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H2: Device compatibility and network issues negatively affect customer experiences.
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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
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Mobile Banking Service Quality: The level of efficiency, reliability, and usability of a mobile banking platform.
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User Satisfaction: The degree of contentment experienced by customers using digital banking services.
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Digital Literacy: The ability of users to effectively engage with digital platforms.
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Real-time Notifications: Instant alerts provided to users regarding their account activities.
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