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Mobile Banking Applications Remain Most Popular Platform For Digital Banking – Agusto & Co

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Agusto & Co, has said that mobile banking applications remain the most popular platform for digital banking.

The increasing use of mobile banking has also been backed by the growing base of mobile phone users, which has grown by a five-year compound annual growth rate of 6 per cent to 184.4 million as the end of 2019.

Agusto & Co, an indigenous African credit rating agency and a leading provider of industry research and knowledge in Nigeria, dissected this in its third edition of the consumer banking satisfaction index has the level of customer satisfaction towards digital banking channels in Nigeria with Guaranty Trust Bank (GTBank) scoring the highest user experience score.

According to the report, approximately 82 pre cent of the survey respondents are aware of their respective bank’s mobile banking service while internet banking recorded 57 per cent awareness. The respondents are least aware of WhatsApp and other virtual banking platforms (such as the chatbot service and telephone banking), with only 6 per cent of the respondents indicating their knowledge of these services

The consumer banking satisfaction index reveals customers’ preferences towards digital banking channels on some selected banks in Nigeria. The index which contains a survey and a scorecard, and showcases that the crux of customers’ complaints is customer service delivery.

As revealed by the report, Guaranty Trust Bank (GTBank) Emerges the Best Digital Bank in Nigeria with a user experience score of 74.2. Zenith Bank was the highest-ranked bank in the 2019 edition, with a score of 74.2 but dropped to the 4th position this year to a score of 70.9 due to lower ratings in transaction success rates and troubleshooting & IT support.

First Bank of Nigeria ranked second, while Access Bank ranked third. GTBank’s top position was underpinned by comparably higher transaction success rates, which is most crucial in the current ‘COVID-era’. The Bank’s position was also upheld by the significant level of awareness of its digital banking services compared to the other banks in the survey sample.

Agusto & Co also observed that the COVID-19 pandemic has driven an increase in the use of digital channels and created an opportunity to grow transaction income across the various platforms.

In addition to benefits to commercial banks, the pandemic has also provided digital banks (also known as FinTechs) with an avenue for growth. The survey also indicates that only 46 per cent of the survey respondents are aware of digital banks.

In addition to the vast digital service offerings provided by banks, Agusto & Co found that there are still several key desired services. These include a chat option with a relationship officer, which was chosen by 67 per cent of the survey respondents.

Approximately 39 per cent of the survey respondents would like to have a further breakdown of their bank statements to reflect their spending habits while 31 per cent yearn for a branch/ATM finder option on their bank’s digital platform. Other desired services include additional account opening option, credit card requests and investment advisory.

The 2020 Consumer Digital Banking Satisfaction Survey targeted a focus group of respondents drawn from the formal and informal sectors of the economy. The coverage banks indicated in the survey are the top 10 commercial banks based on the value of total assets and contingents as at 31 December 2019

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IT in Banking

Namibia Signs on for India’s UPI Tech

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The Bank of Namibia has called in NPCI International Payments to help the southern African country develop an instant payments system based on India’s hugely successful UPI. Namibia will tap into the technology and expertise behind India’s UPI to develop real-time P2P and merchant payments. NIPL says it will help Namibia modernise its financial ecosystem, boosting the accessibility, affordability and connectivity for both domestic and international payment networks.

Launched in 2016, the UPI has been central to India’s efforts to use digital payments to boost financial inclusion and has now handled well over 100 billion transactions.

The NPCI international subsidiary was set up in 2020 to push the UPI, as well as the RuPay card network, outside of India. Earlier this year, the unit struck a deal with Nepal’s largest payment network and it has also joined forces with Google Pay to accelerate global expansion.

Johannes Gawaxab, governor, Bank of Namibia, says: “Our objective is to enhance accessibility and affordability for underserved populations, achieve full interoperability of payment instruments by 2025, modernize the financial sector, and ensure a secure and efficient National Payment System.

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IT in Banking

G20 Unveils SLAs for Cross-border Payment

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The G20 has identified service level agreements (SLAs) as a priority in helping to achieve its targets in cross-border payment by end-2027. The SLAs define minimum service levels for correspondent banking relationships, the links between payment systems and payment instrument rulebooks.

This can help to meet the G20 goals of making cross-border payments cheaper, faster, more transparent and more accessible, while also ensuring their safety.

The report contains high-level recommendations, key features and guiding questions to inform parties involved in such arrangements. Payment service providers, correspondent banks and/or payment system operators are encouraged to consider the recommendations when establishing new agreements or reviewing existing ones.

The recommendations, key features and guiding questions were informed by a year-long interaction with public and private stakeholders. The recommendations were deliberately kept at a high level. They should not put an undue burden on new and smaller payment arrangements, while still contributing to increased harmonization of new and existing agreements.

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Financial

Nigeria’s SEC Grants Volition Cap License to Kickstart Fund Management 

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Volition Cap, an asset management company empowering the hardworking middle-class to create wealth, announced today that it has secured a fund management license from the Nigerian Securities and Exchange Commission (SEC), as of December 2022.

This license allows the company to operate as a registered fund manager in Nigeria, as it prepares to launch a suite of retail and institutional investment products for Africans living on the continent and in the Diaspora.

Founded in 2018, Volition Cap is a game-changing asset manager that leverages traditional cooperatives, a model it created through Volition Cooperative, a licensed multi-purpose cooperative making investing stress-free for its members.

By leveraging technology to distribute products, Volition Cap will reduce the cost of investment services and the challenge of easy access. With the credibility and trust that an SEC license confers, this home-grown business is poised to scale its bespoke products across Africa and the Diaspora.

Subomi Plumptre, CEO of Volition Cap, said, “Our company was founded by entrepreneurs who truly understand the daily struggles of the middle class. From our operation’s inception, we have focused on empowering this group to attain financial success. The SEC license is a significant milestone for us as we introduce retail and institutional products to drive economic growth.” 

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