INTRODUCTION
1.1 BACKGROUND OF THE STUDY
The Advent of mobile banking constitutes a recent development in electronic banking. It facilitate the access of customer account balance, transfer of funds, SMS services , payment transaction and other businesses services through the use of mobile phones. (Saleem &Rashid, 2011).The advantages attributed to the use of mobile phones include convenience derived in conducting transaction with ease anywhere, anytime. It also provides the needed security in conducting banking transaction. According to the Federal Reserve survey mobile banking is the process of using a mobile phone to conduct banking transaction such as having access to your bank account, credit card account, or other financial account. The service can be accessed from the bank’s web, using an application downloaded to the mobile phone”, the web browser on customers mobile phone or by text messaging. The services offered include cash depositing, cash withdrawals and transfers, balance inquiry and statement of account.
(Jepleting et al., 2013).Mobile banking helps the bank to send messages across to all of its clients with ease and maintain good customer relationship and generate data from customers. The study seeks to appraise the roles of mobile banking in enhancing customer satisfaction in the 21st century. A case study of fidelity bank main branch maidugury
1.2 STATEMENT OF THE PROBLEM
The changing pace of doing business and the advent of the application of technology has brought significant changes in the banking operations. The traditional banking system which was characterize with long queues in the banking halls and the application of manual processes , huge customer complaints and loss of time has long being replaced with new technologies such as the mobile banking services. This technology has brought relieves to bank customers as much of the traditional functions of the bank can easily be accessed from the customer s mobile phone. It facilitate the access of customer account balance, transfer of funds, SMS services , payment transaction and other businesses services through the use of mobile phones. (Saleem &Rashid, 2011).The advantages attributed to the use of mobile phones include convenience derived in conducting transaction with ease anywhere, anytime. It also provides the needed security in conducting banking transaction. According to the Federal Reserve survey mobile banking is the process of using a mobile phone to conduct banking transaction such as having access to your bank account, credit card account, or other financial account. However, there exist some challenges such as the availability of internet services, lack of personal and face- face interaction, lack of secure environment, Lack of confidentiality. Mobile banking customers’ level of trust is dynamic rather than static and the building of customers trust not easy. .The problem confronting the study is to appraise the roles of Mobile Banking in enhancing customer satisfaction in the 21st century. A case study of fidelity Bank main branch Maiduguri.
1.3 OBJECTIVE OF THE STUDY
The Main Objective of the study is to appraise the roles of Mobile Banking in enhancing customer satisfaction in the 21st century. A case study of fidelity Bank main branch Maiduguri. ; The specific objectives include
1 To determine the relevance of mobile Banking.
2 To determine the level customer satisfaction in mobile Banking in the 21st century.
3 To determine the roles of Mobile Banking in enhancing customer satisfaction in the 21st century.
4 To determine the roles of Mobile Banking in enhancing customer satisfaction in
fidelity Bank main branch Maiduguri.
1.4 RESEARCH QUESTIONS
1 What is the relevance of mobile Banking?
2 What is the level of customer satisfaction in mobile Banking in the 21st century?
3 What are the roles of Mobile Banking in enhancing customer satisfaction in the 21st century?
4 What are the roles of Mobile Banking in enhancing customer satisfaction in
fidelity Bank main branch Maiduguri?
1.5 STATEMENT OF THE HYPOTHESIS
The statement of the hypothesis for the study is stated in Null as follows
HO The level of customer satisfaction in mobile Banking in fidelity Bank main branch Maiduguri is low
Ho The roles of Mobile Banking in enhancing customer satisfaction in
Fidelity Bank main branch Maiduguri is low
1.6 SIGNIFICANCE OF THE STUDY
The study shall develop a framework upon which the stakeholders in the financial sector shall improve upon in the rendering of mobile Banking services.
1.7 SCOPE OF THE STUDY
The study focuses on the appraisal of the roles of Mobile Banking in the enhancement of customer satisfaction. A case study of fidelity Bank main branch Maiduguri
1.8 LIMITATION OF THE STUIDY
The study was confronted with logistics and geographical factors
1.9 DEFINITION OF TERMS
MOBILE BANKING DEFINED
Mobile banking constitutes a recent development in electronic banking. It facilitate the access of customer account balance, transfer of funds, SMS services , payment transaction and other businesses services through the use of mobile phones.
CUSTOMER SATISFACTION DEFINED
Meeting or exceeding customer expectations
