Journal of Management Research and Review (JMRR) · Research article · Open access
The Effect of Digital Banking Services Quality on Customer Satisfaction Among Fintech Users in South-West, Nigeria
Olufemi Olumayowa ONI, Olusegun Opeyemi ONI, Fausiyat Yinka GBADAMOSI
28 February 2026 · Vol. 2, Issue 2, pp. 98-116
DOI: 10.65150/EP-jmrr/V2E2/2026-08 (registration with Crossref in progress)
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What is this article about?
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.
Article at a glance
- Published
- 28 February 2026
- Volume / issue / pages
- Vol. 2, Issue 2, pp. 98-116
- ISSN
- 3051-3588 (online) · 3051-357X (print)
- Licence
- CC BY 4.0 — free to read and reuse with attribution
- Peer review
- Double-blind, at least two independent reviewers
- Publisher
- EP Journals Group
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.
Cite this article
Olufemi Olumayowa ONI, Olusegun Opeyemi ONI, & Fausiyat Yinka GBADAMOSI (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://www.ep-journals.org/articles/the-effect-of-digital-banking-services-quality-on-customer-satisfaction-148a68c5
@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 Fausiyat Yinka GBADAMOSI},
journal = {Journal of Management Research and Review},
year = {2026},
volume = {2},
number = {2},
pages = {98-116},
url = {https://www.ep-journals.org/articles/the-effect-of-digital-banking-services-quality-on-customer-satisfaction-148a68c5}
}Questions about this article
Who wrote this article?
Olufemi Olumayowa ONI, Olusegun Opeyemi ONI, Fausiyat Yinka GBADAMOSI.
Where and when was it published?
In Journal of Management Research and Review, Volume 2, Issue 2, pages 98-116, published by EP Journals Group on 28 February 2026.
Is this article free to read?
Yes. It is open access under a Creative Commons Attribution 4.0 (CC BY 4.0) licence, so anyone can read, share and reuse it with attribution.
What is the DOI of this article?
10.65150/EP-jmrr/V2E2/2026-08. Registration with Crossref is in progress.
How do I cite this article?
APA: Olufemi Olumayowa ONI, Olusegun Opeyemi ONI, & Fausiyat Yinka GBADAMOSI (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://www.ep-journals.org/articles/the-effect-of-digital-banking-services-quality-on-customer-satisfaction-148a68c5
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