PREDICTING CUSTOMER SATISFACTION IN MOBILE BANKING APPS

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.