Customers’ reluctance to adopt digital banking causes long queues in banks -cybersecurity expert

Stanley Ihedigbo

Renowned Cybersecurity expert and Budding Cybersecurity Researcher, Africa Centre of Excellence, Obafemi Awolowo University, Dr. John Efiong, has attributed the long queues in Nigerian banks to customers’ unwillingness to adopt digital banking services.

In an exclusive interview with The Mirror, Efiong, stated that despite banks’ investments in digital infrastructure, customers’ reluctance to use online services and mobile banking contributes significantly to the problem.

“Banks have invested heavily in ICT, but customers are not willing to adopt these services,” Efiong noted.

“Many customers prefer to visit banks physically, despite having the option to resolve issues online or through mobile apps.”

He cited an example where he easily obtained his bank statement using a bank’s Artificial Intelligence (AI) system, LEO, in under 30 seconds, highlighting the efficiency of digital banking.

Efiong emphasized that banks have made significant efforts to provide digital services, including internet banking, mobile apps, and self-service platforms. However, customers’ hesitation to embrace these innovations perpetuates the queueing issue.

To address this challenge, Efiong recommends increased awareness and education on digital banking benefits, encouraging customers to leverage technology for convenient and efficient banking experiences.