Customer Satisfaction with Mobile Banking Applications: An Empirical Analysis

Sunita Sharma; Mini Arrawatia

Customer Satisfaction with Mobile Banking Applications: An Empirical Analysis

Author(s)	Sunita Sharma, Dr. Mini Arrawatia
Country	India
Abstract	Mobile banking applications have become the primary interface between banks and their customers in India. With smartphone penetration exceeding seventy crore users, affordable data and the extraordinary success of the Unified Payments Interface (UPI), the bank branch has, for most routine purposes, migrated into the customer's pocket. In this environment, the quality of a bank's mobile application is no longer a supplementary service attribute it is the principal determinant of customer experience, satisfaction, retention and advocacy. This paper empirically analyses customer satisfaction with mobile banking applications, identifying the service-quality dimensions that drive satisfaction and examining how satisfaction translates into continued usage and loyalty. The study combines secondary data on the growth of mobile banking from the Reserve Bank of India (RBI) and the National Payments Corporation of India (NPCI) with an illustrative structured-questionnaire survey of 400 mobile banking users analysed through percentage analysis, weighted mean scores, Cronbach's alpha, chi-square tests, correlation and multiple regression. Seven dimensions of mobile banking app quality are examined: ease of use, transaction efficiency, reliability (uptime and error-free performance), security and privacy assurance, app design and content, responsiveness and grievance redress, and perceived usefulness of the feature set. The analysis indicates that all seven dimensions correlate positively with overall satisfaction, with reliability, security assurance and ease of use emerging as the strongest predictors, jointly explaining about half of the variance in satisfaction. Satisfaction, in turn, strongly predicts continuance intention and willingness to recommend, while transaction failures and poor grievance redress are the leading causes of dissatisfaction and app-switching. The paper concludes that in an era of functionally similar apps, reliability engineering and complaint resolution rather than feature proliferation offer banks the highest returns on customer satisfaction, and offers recommendations for banks, fintech partners and regulators.
Keywords	Mobile Banking, Customer Satisfaction, Service Quality, UPI, Continuance Intention, E-Service Quality, Digital Banking, Technology Acceptance, India.
Published In	Volume 16, Issue 2, July-December 2025
Published On	2025-12-05

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Journal of Advances in Developmental Research

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Customer Satisfaction with Mobile Banking Applications: An Empirical Analysis

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