المجلة الدولية للاداء الاقتصادي
Volume 9, Numéro 1, Pages 129-143
2026-06-30

Cyber Security Measures As Determinants Of Customers' Loyalty: Evidence From The Nigerian Banking Industry



Authors : Olota Oluwayomi Omotayo .

Abstract

With the expansion of the digital presence of financial institutions, the complexity and intensity of cybercrime has increased, forcing banks to implement more resilient security systems to protect confidential information of their customers and maintain the confidence level among the participants of the financial ecosystem. Hence, cyber security measures as determinants of customers' loyalty: evidence from the Nigerian banking industry was investigated. Specifically, it examined the effect of biometric verification, multi-factor authentication, security awareness campaigns on customer loyalty in Nigeria banking industry. Descriptive survey was adopted using questionnaire to examine a sample of 377 active customers of the selected five banks in Kwara State. The obtained data was analyzed using PLS-SEM through SmartPLS. Findings revealed that multi-factor authentication has the strongest effect on customer loyalty (β = 0.385, t = 10.312, p < 0.001), followed by security awareness campaigns (β = 0.288, t = 5.036, p < 0.001), and biometric verification (β = 0.256, t = 4.333, p = 0.001). It concluded that cyber-security measures is significantly vital for customer loyalty in Nigerian banking industry. It therefore strongly recommended that Nigerian banks should prioritize cybersecurity especially by focusing strongly on multi-factor authentication as the cornerstone of its cybersecurity strategy. This should include implementing tokenized access and adaptive authentication systems bank-wide.

Keywords

Cyber-Security Measures ; Customer Loyalty ; Banking Industry ; Biometric Verification ; Multi-Factor Authentication ; Security Awareness Campaigns

Les articles similaires

دور إباضية المغرب الأوسط في تنشيط التجارة الصحراوية خلال العصر الوسيط Thé Rôle Of Ibadis Of Thé Central Maghreb Un Stimulating Thé Désert Trade During Thé Middle Age

بوسالم أحلام .  عابد يوسف . 
ص 117-132.

Muhammad A.r .webb: Thé First Anglo White Concert To Islam Un Thé U.s.a Ans Thé Influence Of Thé Ah Adyya Movemment

Yahia Zeghoudi . 
pages 74-88.

Thé Cultural And Linguistic Impact Of Gothic Literature On The Identity Of Algerian Teenagers: A Metamorphosis.

Said Houari Amel . 
pages 257-268.

Determinants Of Customer Loyalty In A Competitive Banking Environment: Some Evidence From Algerian Banks

Algamdi Abdelmageed .  Brika Said Khalfa Mokhtar .  Musa Adam Ahmed .  Chergui Khalil . 
pages 497-504.

The Effect Of Banking Service Quality On Improving Customer Satisfaction In Banking -case Study Of The Algerian Banking Customer

Mansouri Chaima .  Hassani Rekia . 
pages 999-1012.

Formats de citation