A Study on the Impact of Mobile Banking Application Usage on Customer Engagement and Satisfaction
Kevin Shiju
Abstract This study examines the impact of mobile banking application usage on customer engagement and satisfaction using a secondary data-based analytical approach. With the rapid digitalization of banking services, mobile applications have become a primary channel for financial transactions and customer interaction. The study analyzes usage patterns based on transaction frequency, service adoption, and digital engagement indicators derived from industry reports, banking statistics, and existing literature. The findings indicate a strong association between increased mobile banking usage and higher levels of customer engagement, convenience, and service satisfaction. The study further highlights that ease of use, accessibility, and service efficiency play a critical role in shaping customer experience. The research contributes to digital banking literature by linking mobile application usage behavior with customer-centric outcomes in a technology-driven financial ecosystem. Keywords: Mobile Banking, Customer Engagement, Customer Satisfaction, Digital Banking, Usage Patterns, Financial Technology