An appraisal of mobile app user experience on customer retention: A study of a fintech startup in Lagos
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Reference Style:
- Recommended for :
- NGN 5000
Background of the study:
Mobile app user experience (UX) plays a critical role in customer retention, especially in the competitive fintech sector. A fintech startup in Lagos has prioritized optimizing its mobile app interface and functionality to deliver a seamless, intuitive user experience. By focusing on responsive design, easy navigation, and personalized features, the startup aims to improve customer satisfaction and reduce churn. The study investigates how various aspects of mobile app UX—including design, performance, and usability—impact customer retention rates. It examines quantitative metrics such as session duration, repeat visits, and customer lifetime value, as well as qualitative feedback from users. The integration of user feedback into iterative design improvements is central to the startup’s strategy. Challenges such as technical glitches, inconsistent performance across devices, and evolving user expectations are also explored. This research seeks to provide actionable insights into how fintech startups can enhance mobile UX to boost customer retention and achieve a competitive advantage in the rapidly evolving digital finance landscape.
Statement of the problem:
Despite efforts to optimize its mobile app, the fintech startup in Lagos faces challenges in retaining customers due to suboptimal user experience. Issues such as slow loading times, design inconsistencies, and occasional navigation difficulties have resulted in reduced customer satisfaction and increased churn. These factors compromise the startup’s ability to maintain a loyal customer base and drive sustainable growth.
Objectives of the study:
To assess the impact of mobile app UX on customer retention.
To identify specific usability challenges affecting customer satisfaction.
To propose strategies for improving mobile UX to enhance retention.
Research questions:
How does mobile app user experience influence customer retention?
What usability challenges impact customer satisfaction?
What improvements can enhance mobile app performance and retention?
Significance of the study:
This study is significant as it provides valuable insights into optimizing mobile app UX for customer retention. The findings will help fintech startups improve app design and functionality, ultimately increasing customer loyalty and competitive positioning.
Scope and limitations of the study:
The study is limited to a fintech startup in Lagos, Nigeria, focusing on mobile app user experience and its impact on customer retention, excluding other digital platforms.
Definitions of terms:
Mobile App User Experience (UX): The overall experience and satisfaction a user derives from interacting with a mobile application.
Customer Retention: The ability of a company to retain its customers over time.
Fintech Startup: A newly established company that offers financial technology services via digital platforms.
Related Project Materials
An Appraisal of the Cost-Effectiveness of Health Insurance Schemes in Plateau State
Background of the Study
Health insurance is a critical mechanism for ensuring access to affordable heal...
The Effect of Crisis Management Strategies on Business Continuity in Fidelity Bank, Bauchi State
Background of the Study
Crisis management refers to the strategies and processes organizations employ...
Assessing the Use of Event Photography in Driving Audience Engagement in Bauchi Local Government Area, Bauchi State
Chapter One: Introduction
1.1 Background of the Study
Event photography serves as a powerful t...
An examination of bilingual pragmatic competence among Nigerian primary school learners
Background of the Study
Pragmatic competence—the ability to use language appropriately in social contexts&md...
The Role of Financial Management in Improving Agricultural Productivity: A Study of Farmers in Oyo State
Background of the Study
Agriculture plays a significant role in the Nigerian economy, particularly in states like Oyo, where the sector c...
The impact of government subsidies on rural agricultural banking: a case study of First Bank of Nigeria
Background of the Study
Government subsidies are a common policy tool designed to stimulate agricultural...
GOVERNMENTS OWNERSHIP AND ITS IMPACT ON MEDIA OBJECTIVITY
Background Of The Study
The mass media are particularly significant tools of communication since they a...
The Impact of Poverty Alleviation Programs on Rural Households in Ankpa Local Government Area, Kogi State
Chapter One: Introduction
1.1 Background of the Study
Pover...
The influence of TVET (Technical and Vocational Education and Training) on STEM skills development in Bali LGA, Taraba State
Background of the Study
Technical and Vocational Education and Training (TVET) has emerged as a critical instrument i...
COMPARISON OF THE EFFECT OF A SINGLE ORAL DOSE OF CIMETIDINE AND PROPANTHELINE ON THE PHARMACOKINETIC OF PARACETAMOL IN HUMAN
ABSTRACT
Comparison of the effects of a single oral dose of cimetidine and propantheline on the pharmacokinetics of paracetamol were stud...
