Effect of Mobile Banking Adoption on Customer Satisfaction in First Bank Nigeria, Lagos State

Mobile banking adoption has transformed customer engagement in Nigerian commercial banks, yet its effect on customer satisfaction remains inconsistently documented across different demographic groups. This study examines the effect of mobile banking adoption on customer satisfaction among retail customers of First Bank Nigeria in Lagos State, South West Nigeria. A descriptive survey research design was adopted, and data were collected from 320 customers selected through stratified random sampling across five First Bank branches in Lagos Island and Mainland. A structured questionnaire was used to measure perceived ease of use, perceived usefulness, service reliability, and overall customer satisfaction. Descriptive statistics and multiple linear regression analysis were employed for data analysis using SPSS version 27. Results revealed that perceived usefulness (beta = 0.41, p < 0.01) and service reliability (beta = 0.36, p < 0.01) were the strongest predictors of customer satisfaction with mobile banking services. Perceived ease of use had a positive but weaker significant effect (beta = 0.22, p < 0.05). Transaction failure frequency and network downtime were cited by 67% of respondents as the primary sources of dissatisfaction. The study concludes that mobile banking significantly enhances customer satisfaction when service reliability is maintained, and recommends that First Bank Nigeria invest in infrastructure upgrades to reduce transaction failures. The findings are relevant for retail banking strategy development across the South West geopolitical zone. Keywords: mobile banking, customer satisfaction, First Bank Nigeria, Lagos State, adoption