Mobile Banking and Customer Experience: A theoretical investigation

Abstract

In the fast-changing digital world, the convergence of mobile payment systems and customer experience has become crucial for businesses seeking to maintain a competitive edge. As the use of smartphones continues to rise, they have revolutionized not only consumer interactions with brands but also the way financial transactions are handled. Customer experience and Mobile banking are deeply intertwined. The link between these concepts is pivotal, as the effectiveness of mobile banking directly influences how customers perceive and interact with their financial services. The convenience, speed, and security of mobile payments have led to their widespread adoption, reshaping customer expectations across various sectors. If mobile banking experience fails or is poorly implemented, it can detract from the overall customer experience. These innovations have not only streamlined the purchasing experience but also enhanced the personalization and engagement of customer interactions. The objective of this paper is to briefly describe the theoretical framework of mobile payment and the theoretical framework of customer experience, and to expose the relationship that exists between these concepts, which will allow us to identify the factors impacting the customer experience in the context of mobile banking usage. We will also aim to construct a conceptual model based on existing theories and identify hypotheses that may influence the success of the customer experience.

Keywords: Mobile Banking; Mobile Payment; Customer Experience; Digital Determinants.

Classification JEL : M31, G21, Q55, O31, O32

Paper type: Theoretical Research