{"id":3817,"date":"2026-02-09T10:30:49","date_gmt":"2026-02-09T10:30:49","guid":{"rendered":"https:\/\/birpub.org\/ijcbsm\/?post_type=journal_article&#038;p=3817"},"modified":"2026-02-13T10:18:48","modified_gmt":"2026-02-13T10:18:48","slug":"digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state","status":"publish","type":"journal_article","link":"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/","title":{"rendered":"Digital Banking Adoption and Customer Satisfaction in Deposit Money Banks in Enugu State"},"content":{"rendered":"\n<p><strong>Owolawi, Kamilu Aderibigbe Ph.D.<sup> 1<\/sup>, Professor Fred O. Eze<sup> 2 <\/sup>&amp; Mbah, Paulinus Chigozie, Ph.D.<sup> 3<\/sup><\/strong><\/p>\n\n\n\n<p><strong>Abstract<\/strong>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><em>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 &#8211; test. The findings indicated that Mobile banking apps had significant positive relationship with transactions reliability, Z(8.382, P. &lt; .05). Online banking platforms had significant positive relationship with responsive customer service availability in Deposit Money Banks in Enugu State, Z(10.859, P. &lt; .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.<\/em><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p><strong><em>Keywords:&nbsp; <\/em><\/strong><em>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.<\/em><\/p>\n","protected":false},"author":1,"template":"","journal_article_cats":[236],"class_list":["post-3817","journal_article","type-journal_article","status-publish","hentry","journal_article_cat-vol-4-no-1"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.1 (Yoast SEO v26.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Digital Banking Adoption and Customer Satisfaction in Deposit Money Banks in Enugu State - International Journal of Consumer Behaviour and Strategic Marketing (IJCBSM)<\/title>\n<meta name=\"description\" content=\"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. &lt; .05). Online banking platforms had significant positive relationship with responsive customer service availability in Deposit Money Banks in Enugu State, Z(10.859, P. &lt; .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.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital Banking Adoption and Customer Satisfaction in Deposit Money Banks in Enugu State\" \/>\n<meta property=\"og:description\" content=\"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. &lt; .05). Online banking platforms had significant positive relationship with responsive customer service availability in Deposit Money Banks in Enugu State, Z(10.859, P. &lt; .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.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/\" \/>\n<meta property=\"og:site_name\" content=\"International Journal of Consumer Behaviour and Strategic Marketing (IJCBSM)\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-13T10:18:48+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/\",\"url\":\"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/\",\"name\":\"Digital Banking Adoption and Customer Satisfaction in Deposit Money Banks in Enugu State - International Journal of Consumer Behaviour and Strategic Marketing (IJCBSM)\",\"isPartOf\":{\"@id\":\"https:\/\/birpub.org\/ijcbsm\/#website\"},\"datePublished\":\"2026-02-09T10:30:49+00:00\",\"dateModified\":\"2026-02-13T10:18:48+00:00\",\"description\":\"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. &lt; .05). Online banking platforms had significant positive relationship with responsive customer service availability in Deposit Money Banks in Enugu State, Z(10.859, P. &lt; .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.\",\"breadcrumb\":{\"@id\":\"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/birpub.org\/ijcbsm\/journal_article\/digital-banking-adoption-and-customer-satisfaction-in-deposit-money-banks-in-enugu-state\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/birpub.org\/ijcbsm\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Digital Banking Adoption and Customer Satisfaction in Deposit Money Banks in Enugu State\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/birpub.org\/ijcbsm\/#website\",\"url\":\"https:\/\/birpub.org\/ijcbsm\/\",\"name\":\"International Journal of Consumer Behaviour and Strategic Marketing (IJCBSM)\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/birpub.org\/ijcbsm\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Digital Banking Adoption and Customer Satisfaction in Deposit Money Banks in Enugu State - International Journal of Consumer Behaviour and Strategic Marketing (IJCBSM)","description":"The study evaluated the digital banking adoption and customer satisfaction in Deposit Money Banks in Enugu State. 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