Effect of Mobile Banking on Bank Service Delivery in Selected Deposit Money Banks in Ilorin, Kwara State, Nigeria

Abstract

Highly competitive market that characterizes the banking industry in Nigeria has compelled the players in the industry to satisfy their customers electronically, specifically, through Mobile phone.  This study investigates the effect of mobile banking on bank service delivery in selected deposit money banks in Ilorin, Kwara State.  The study adopted survey design. The target population is 50 deposit money bank management staffs out of which 44 staffs were selected as sample size. Interval Data collected via summated rating scale was analyzed using regression analysis. Results revealed that; mobile SMS alert had significance positive effect on bank service delivery at 0.05% level of significant, with (p-value 0.000); mobile financial enquiry had significance positive effect on bank service delivery at 0.05% level of significance with (p-value 0.000), and mobile funds transfer had significance positive effect on bank service delivery at 0.05% level of significant with (p-value 0.000).The study concludes that mobile SMS alert, mobile financial enquiry and mobile funds transfer had a strong positive effect on bank service delivery. The study recommended that measures should not just be put in place by banks to encourage customers to use mobile banking service but also to educate them on it will be operated because many banks have lost their customers due to poor implementation of mobile banking platform