Customer Satisfaction In Mobile Banking: A Literature Review Of Key Factors

Abstract

With the increasing use of mobile technology, banks and other financial institutions have developed online applications and platforms that allow customers to access and manage their bank accounts conveniently and securely from their mobile devices. The present literature review examined the key factors influencing customer satisfaction in mobile banking through data mining. The results indicated that technology and ease of use are crucial for customer satisfaction. Customer service and technical support need more attention. The overall customer experience, security and data protection, and the variety of services are also important for customer satisfaction. These findings highlight the importance of understanding and addressing these factors to improve customer satisfaction and maintain competitiveness in the mobile banking market.