Impact of Online-Banking and Mobile-Banking Applications in Influencing Customer Experience

Abstract

Bank customers' happiness as a result of online and mobile banking is the focus of this research. The importance of comprehending the impact of aspects like accessibility, security, convenience, and service quality on customer experience cannot be overstated, especially in light of the growing popularity of digital financial services. Findings from this quantitative study show that customers are far more satisfied with Internet and mobile banking as a whole because of the convenience, simplicity, and decreased need for in-person banking that these services provide. The survey stresses the need of bolstering security measures and enhancing digital banking infrastructure to gain customers' confidence. We provide policy proposals to strengthen the digital banking sector's efficiency, dependability, and security based on these observations. The focus here might be on transaction costs as they relate to online banking and their impact on client satisfaction. Customers' happiness with public and private sector banks' online banking services may be affected by transaction costs, which include searching, negotiating, monitoring, and policy enforcement. By analysing the features specific to online banking, such as the user experience and service quality, the research can determine how transaction costs impact consumer satisfaction in the digital banking setting. Mobile banking's meteoric rise has revolutionised the financial services industry by providing clients with unprecedented ease, speed, and accessibility. By analysing the elements that have the most bearing on consumers' impressions of mobile banking, this study hopes to draw conclusions about the effect of mobile banking on consumer happiness. Financial apps, Account management, money transfers, bill payments, and security measures are some of the mobile banking features that this research evaluates based on primary data obtained from regional surveys.