Customer Digital Literacy and Performance of Deposit Money Banks in Cross River State, Nigeria

• Post by: birpo
• December 11, 2025
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Nwatu Emmanuel Chukwuemeka PhD ¹, Udeh Ifeyinwa Ebere PhD ² & Odinachi Catherine Ebele PhD ³

Abstract         

This study examined the level of customer digital literacy in Cross River State, Nigeria, and its effect on the performance of selected deposit money banks. The objectives were to determine whether the use of mobile wallets relates to bank profitability and whether digital savings tools influence the productivity of banks within the state. The study focused on five banks selected based on staff size and years of establishment. With a total population of 271 employees, a census approach was adopted because the population was manageable. Data were collected through structured questionnaires and interviews, with 248 valid responses retrieved. The data were presented and analyzed using mean scores, and the hypotheses were tested using Z-tests in SPSS. The findings revealed that the use of mobile wallets had a significant positive relationship with bank profitability (Z = 10.287, p < 0.05). Similarly, digital savings tools showed a significant positive relationship with bank productivity in Cross River State (Z = 10.795, p < 0.05). The study concluded that customer adoption of mobile wallets and digital savings tools significantly enhances bank profitability and productivity in the state. It recommended that banks in Cross River State should further promote and integrate mobile wallet services to boost financial performance.

Keywords:  Customer digital literacy, mobile wallets, digital savings tools, bank performance, profitability, productivity.