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Digital Financial Inclusion Strategies and Service Quality: Evidence from Listed Commercial Banks in Nigeria

Year: 2025

Type: article

Abstract: The rapid evolution of digital financial inclusion strategies has significantly transformed banking service quality in Nigeria. This study examines the impact of mobile banking applications, internet banking platforms, USSD banking services, and digital payment solutions on service quality. Using a quantitative approach, data were collected from 366 customers of the top 5 selected commercial banks and analyzed through regression analysis. Findings reveal that mobile banking applications, internet banking platforms, USSD banking services, and digital payment solutions have the highest positive influence. The study concludes that digital financial innovations enhance service quality but require improved security and accessibility. It recommends policy interventions to strengthen infrastructure, enhance cybersecurity, and promote broader adoption of digital payment solutions for inclusive financial services.

Source: Journal of Information Systems Engineering & Management

DOI: 10.52783/jisem.v10i33s.5470

Author: Ololade Kolawole

Institution: Nile University of Nigeria

Language: English

Topic: Digital Transformation in Financial Services

Subfield: General Economics, Econometrics and Finance

Field: Economics, Econometrics and Finance

Domain: Social Sciences

SDGs: Industry, innovation and infrastructure, Decent work and economic growth

Open Access status: diamond

OpenAlex ID: W4409411864

FWCI:

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