An assessment of mobile banking platform enhancements on boosting customer engagement in banking: a case study of Ecobank Nigeria
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Background of the Study
Mobile banking platforms have revolutionized the banking sector by offering unprecedented convenience and accessibility. Ecobank Nigeria has implemented significant enhancements to its mobile banking platform, including user-friendly interfaces, real-time notifications, and personalized financial management tools, aimed at boosting customer engagement (Ajayi, 2023). The theoretical framework for this initiative draws on technology acceptance and service quality theories, which suggest that enhanced digital interfaces can lead to higher customer satisfaction and increased usage of banking services. By integrating advanced features such as biometric security, interactive dashboards, and contextual financial advice, Ecobank seeks to create an engaging digital ecosystem that meets the diverse needs of its customer base (Chinwe, 2024). These enhancements not only streamline routine transactions but also facilitate proactive customer interaction, thereby deepening customer relationships and promoting loyalty. Empirical evidence indicates that improvements in mobile banking functionality directly correlate with increased digital engagement and customer retention. However, challenges such as occasional system downtimes, compatibility issues with older devices, and varying levels of digital literacy among customers may impede the full realization of these benefits. This study aims to assess the impact of mobile banking platform enhancements on customer engagement at Ecobank Nigeria by analyzing usage metrics and gathering customer feedback, thus identifying key strengths and areas for further improvement (Okoro, 2025).
Statement of the Problem
Despite the implementation of advanced features in its mobile banking platform, Ecobank Nigeria faces challenges in achieving consistent customer engagement. Users have reported issues such as slow app performance during peak hours, interface inconsistencies, and difficulties navigating new features, which can diminish the overall digital experience (Olu, 2023). These technical challenges, combined with differences in digital literacy among customers, have led to underutilization of the platform’s full capabilities. Furthermore, while the bank’s digital enhancements are designed to foster a more interactive and engaging experience, inconsistent updates and occasional glitches hinder user satisfaction and long-term engagement. This disconnect between the intended benefits of mobile platform enhancements and the actual customer experience necessitates an in-depth investigation. The study will identify the specific technical and operational barriers affecting customer engagement and propose targeted solutions to optimize the mobile banking experience, ensuring that digital enhancements translate into tangible improvements in customer usage and loyalty (Emeka, 2024).
Objectives of the Study
To assess the impact of mobile banking platform enhancements on customer engagement at Ecobank Nigeria.
To identify technical and usability challenges affecting digital engagement.
To recommend strategies for optimizing the mobile platform to boost customer interaction.
Research Questions
How do mobile banking platform enhancements affect customer engagement at Ecobank Nigeria?
What technical challenges hinder the full utilization of enhanced features?
How can the mobile platform be optimized to improve customer engagement?
Research Hypotheses
Enhanced mobile banking features are positively correlated with increased customer engagement.
Technical issues such as slow performance negatively impact engagement.
Optimized usability improvements lead to higher digital adoption and customer loyalty.
Scope and Limitations of the Study
This study focuses on Ecobank Nigeria’s mobile banking enhancements over the past two years. Limitations include device compatibility variations and potential self-reporting bias in customer surveys.
Definitions of Terms
• Mobile Banking Platform Enhancements: Upgrades and new features integrated into digital banking apps.
• Customer Engagement: The level of interaction and participation of users on the mobile platform.
• Digital Adoption: The extent to which customers transition from traditional to digital banking channels.
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