Customer Experience in Internet Banking: Enhancing Satisfaction and Loyalty Through User-Centric Design

EasyChair Preprint no. 12230

Abstract

This research paper explores the critical role of customer experience (CX) in internet banking and its impact on enhancing satisfaction and fostering loyalty among users. By examining the principles of user-centric design and its application in internet banking interfaces, this study aims to provide insights into how financial institutions can optimize their digital platforms to meet the evolving needs and preferences of customers. The paper begins by discussing the significance of customer experience in internet banking, highlighting its influence on customer satisfaction, loyalty, and retention. It delves into the key elements of a positive customer experience, including usability, accessibility, responsiveness, personalization, and security, and examines how these factors contribute to overall satisfaction and loyalty.

Keyphrases: factors, how, these

@Booklet{EasyChair:12230,
  author = {Jane Smith and Julia Anderson},
  title = {Customer Experience in Internet Banking: Enhancing Satisfaction and Loyalty Through User-Centric Design},
  howpublished = {EasyChair Preprint no. 12230},

  year = {EasyChair, 2024}}