Digital Banking Adoption and Customer Satisfaction in Deposit Money Banks in Enugu State

• Post by: birpo
• February 9, 2026
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Owolawi, Kamilu Aderibigbe Ph.D. ¹, Professor Fred O. Eze ² & Mbah, Paulinus Chigozie, Ph.D. ³

Abstract         

The study evaluated the digital banking adoption and customer satisfaction in Deposit Money Banks in Enugu State. The specific objectives are to: Examine the relationship between mobile banking apps and transaction reliability and ascertain the relationship between online banking platforms and responsive customer service availability in Deposit Money Banks in Enugu State. The study used the descriptive survey design approach. The primary source of data was the administration of questionnaire. A total population of 254 staff of the banks understudy was used. Two hundred and forty-eight (248) returned the questionnaire and accurately filled. Data was presented and analyzed. The hypotheses were tested using Z – test. The findings indicated that Mobile banking apps had significant positive relationship with transactions reliability, Z(8.382, P. < .05). Online banking platforms had significant positive relationship with responsive customer service availability in Deposit Money Banks in Enugu State, Z(10.859, P. < .05). The study concluded that Mobile banking apps and Online banking platforms had significant positive relationship with transactions reliability and responsive customer service availability in Deposit Money Banks in Enugu State.The recommended among others that Deposit Money Banks should invest in intuitive and user-friendly mobile app interfaces. Simple navigation, clear transaction steps, and attractive designs to enhance usability and encourage continued usage.

Keywords:  Digital banking adoption, Mobile banking applications, Online banking platforms, Customer satisfaction, Transaction reliability, Responsive customer service, Deposit Money Banks, Financial technology (FinTech), Nigeria banking sector, Enugu State.