Mobile Banking, Customers’ Loyalty, Retention, and Satisfaction in Nigeria: Study Case of the Nigerian Banking Sector
International Journal of Development Research
Mobile Banking, Customers’ Loyalty, Retention, and Satisfaction in Nigeria: Study Case of the Nigerian Banking Sector
Received 18th November, 2024; Received in revised form 06th December, 2024; Accepted 13th December, 2024; Published online 30th January, 2025
Copyright©2025, Dr. Isibor Areghan et al. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
The research investigated how mobile banking adoption by Nigerian banks has aided the banks’ customer satisfaction and retention. The study made use of five deposit money banks in Nigeria namely Guaranty Trust Bank (GTB), Zenith Bank PLC, United Bank of Africa PLC (UBA), First Bank of Nigeria PLC, and Access Bank PLC, all located in Ota, Ogun state. A total of 150 questionnaires were administered and 100 responses were received. It also analyzed and interpreted results obtained from the field using the Analysis of Variance (ANOVA) regression analysis. Findings revealed that mobile banking had a positive and significant impact on customer satisfaction, customer retention, and customer loyalty. The study therefore recommended amongst others that Bank managers should also improve other factors that contribute to good mobile banking platforms, for example, fast internet access and USSD codes, in order to improve the performance of mobile banking and attract customers.
