MOBILE BANKING SERVICES ON FINANCIAL PERFORMANCE OF BANKS IN AJEGUNLE TOWN, NIGERIA
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Date
2025-08
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THE CATHOLIC UNIVERSITY OF EASTERN AFRICA
Abstract
This study examined the effect of mobile banking services on the financial performance of banks in Ajegunle, Lagos, Nigeria. The specific objectives were to assess the effect of mobile money service subscribers, mobile money service agents, mobile money service transactions, and the value of mobile money service transactions on bank financial performance. Adopting a descriptive cross-sectional design, data were gathered through structured questionnaires from 37 respondents, comprising 25 bank managers and 12 operational managers. The analysis was conducted using the Statistical Package for the Social Sciences (SPSS) with both descriptive and inferential statistics, including multiple regression analysis. The regression model showed strong explanatory power with R² = 84.6% Adjusted R² = 0.769, and an F-statistic of 11.53 (p < 0.002), indicating the overall significance of the model. Findings revealed that all independent variables had statistically significant effects: mobile money subscribers (β = 0.109, p = 0.002), mobile money agents (β = -0.690, p = 0.001), mobile money transactions (β = 0.006, p = 0.005), and transaction value (β = -0.016, p = 0.004). Given that the p-values for agent network (p = 0.001) and transaction value (p = 0.004) are both less than the 0.05 significance level, their inverse effects are statistically significant and warrant careful review in operational strategies. Both managerial and operational staff acknowledged the transformative effect of mobile banking services on profitability, cost-efficiency, customer satisfaction, and financial inclusion. The study was guided by the Technology Acceptance Model (TAM), Diffusion of Innovation (DOI), Financial Performance Theory (FPT), and Financial Intermediation Theory (FIT). It concludes that optimizing mobile banking dimensions, especially through strategic expansion, efficient agent deployment, and innovation, can enhance bank performance. It recommends expanding the subscriber base, streamlining agent networks, investing in robust transaction systems, and promoting collaboration with policymakers to advance innovation and financial inclusion. Future research should explore the cost-effectiveness of agent networks, engagement strategies for active and passive subscribers, the scalability of high-value transactions, and the effect of staff training on trust and operational performance.
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Mobile banking services, financial performance, commercial banks, digital banking, financial technology (FinTech), banking sector, Ajegunle Town, Nigeria