Journal of Management Research and Review (JMRR)

The Effect of Digital Banking Services Quality on Customer Satisfaction Among Fintech Users in South-West, Nigeria

Olufemi Olumayowa ONI, Olusegun Opeyemi ONI, GBADAMOSI, Fausiyat Yinka

28 February 2026 · Vol. 2, Issue 2, pp. 98-116

DOI: 10.65150/EP-jmrr/V2E2/2026-08

Abstract

This study examines the effect of digital banking services quality on customer satisfaction among fintech users in South West Nigeria. The study focuses on key digital banking services quality, including adaptability, reliability, affordability, security and efficiency and their influence on customer satisfaction. Adopting a quantitative research design, primary data were collected through structured questionnaires administered to 625 active fintech users, selected using simple random sampling techniques. The data were analyzed using descriptive statistics and Structural Equation Modeling (SEM) to determine the relationships among the study variables. The results reveal that digital banking services quality significantly and positively influences customer satisfaction, with adaptability, efficiency, reliability, and security emerging as key determinants. In contrast, affordability was found to have no significant effect on customer satisfaction. These results highlight that while improvements in service adaptability, operational efficiency, system reliability, and security enhance customer experiences, mere cost considerations or affordability do not strongly impact satisfaction. The study concludes that while digital banking services contributes substantially to customer satisfaction, its effectiveness is contingent on the reliability and quality of service delivery. It recommends that financial institutions should continuously develop user-friendly digital platforms, strengthen service recovery mechanisms, and implement proactive customer engagement strategies to enhance satisfaction and foster long-term customer loyalty.

Keywords: Digital Banking Services, Customer Satisfaction, Mobile Banking, Fintech Users, South-West Nigeria.

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Olufemi Olumayowa ONI, Olusegun Opeyemi ONI, GBADAMOSI, & Fausiyat Yinka (2026). The Effect of Digital Banking Services Quality on Customer Satisfaction Among Fintech Users in South-West, Nigeria. Journal of Management Research and Review, 2(2), 98-116. https://doi.org/10.65150/EP-jmrr/V2E2/2026-08

@article{Olufemi2026,
  title   = {The Effect of Digital Banking Services Quality on Customer Satisfaction Among Fintech Users in South-West, Nigeria},
  author  = {Olufemi Olumayowa ONI and Olusegun Opeyemi ONI and GBADAMOSI and Fausiyat Yinka},
  journal = {Journal of Management Research and Review},
  year    = {2026},
  volume  = {2},
  number  = {2},
  pages   = {98-116},
  doi     = {10.65150/EP-jmrr/V2E2/2026-08},
  url     = {https://doi.org/10.65150/EP-jmrr/V2E2/2026-08}
}

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