PREDICTING CUSTOMER SATISFACTION IN MOBILE BANKING APPS
Description
This research examines the factors that impact customer satisfaction in mobile banking applications, with a focus on key aspects, including security, ease of use, transaction speed, and customer support. A quantitative method was employed to gather data from 300 participants through surveys that investigated perceptions of features in mobile banking apps and demographic factors, including age, profession, and income level. The analysis, which included Chi-Square tests, ANOVA, and correlation techniques, indicates that satisfaction levels tend to be high across various age groups and job positions; however, elements such as navigation ease and security perceptions significantly influence user experiences. The study also finds that customer satisfaction remains consistently high across different demographic categories, although minor enhancements in security measures and transaction speed could further improve the overall user experience. The outcomes provide important suggestions for financial institutions to refine their mobile banking applications to build user trust, satisfaction, and loyalty.