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

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.