Enhancing Customer Satisfaction: A Systematic Review of Online Banking Services and User Experience

Abstract

Customer satisfaction has become a crucial aspect of online banking services, as it directly impacts customer retention and profitability. This systematic literature review aims to synthesize the existing research on enhancing customer satisfaction through improved online banking services and user experience (UX). By analyzing relevant studies, this paper identifies key factors influencing customer satisfaction, such as usability, security, personalization, and customer support. It also explores the role of emerging technologies in shaping the future of online banking UX. The findings of this review provide valuable insights for financial institutions seeking to enhance their online banking platforms and deliver superior customer experiences.