JJEM: Special Edition 1 (December 2023)
JJEM: Special Edition 1 (December 2023)
2023-12-08
Customer Experiences on Mobile Banking Apps
M. Rinki and Dr. Sunitha
Mobile banking apps have transformed customer interactions with nancial institutions. This paper explores customer experiences with these apps, highlighting their pivotal role in modern banking. It traces the evolution of mobile banking apps, from basic transaction tools to comprehensive nancial management platforms, and investigates factors shaping user experiences, including interface design, security, and feature oerings. User surveys and in-depth analysis provide valuable insights into preferences and satisfaction levels. The study also evaluates the impact of customer support and emerging technologies like AI and biometrics. This research underscores the crucial role of mobile banking apps in shaping the future of banking services.
Customer Experiences, Mobile Banking Apps, User Satisfaction, User Interface Design, Digital Banking