A study on Adoption and Preference of Banking Applications in the Digital Era: Customer Preference Dynamics in Mobile Banking Platforms

Abstract

Banking has moved from traditional branch-based services to digital platforms like mobile banking apps due to the quick development of technology. Understanding consumer preferences and satisfaction with mobile banking apps offered by public and private sector banks is the main goal of this study. It seeks to determine the most popular features, gauge customer satisfaction, and examine the elements—such as usability, speed, security, and dependability—that influence the selection of a specific banking app. The study is based on primary data that was gathered from mobile banking users, primarily in the Ernakulam district, via a Google Forms survey. The study's conclusions aid in comprehending consumer demands and expectations, which can help banks develop mobile applications, improve user experience, and promote the expansion of digital banking in accordance with the Digital India initiative.