The improvement of the customer experience through the optimal development of mobile banking applications
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Date
2024-06
Journal Title
Journal ISSN
Volume Title
Publisher
Ecole des Hautes Etudes commerciales
Abstract
We aimed through this study to explore the key areas for improving the customer experience
through the optimal development of mobile banking applications. To achieve this, we closely
examined banking sector customers to understand their motivations, expectations, perceptions,
and usage behaviors of the APPLI SGA. The survey conducted allowed us to determine the
key aspects of the optimized design of mobile banking applications. According to SGA
customers, the usefulness of features and the ergonomics of the interface are important
elements of the customer experience and will help increase their satisfaction. We conducted a
qualitative study and a quantitative study to achieve this objective
Description
Keywords
Customer Experience, Mobile Banking Applications, Design, Motivations, Expectations