Emerging Technologies and their Influence on User Satisfaction in Mobile Banking Apps

Abstract

This thesis investigates the impact of emerging technologies—Augmented Reality (AR), Biometric Authentication, Artificial Intelligence (AI), and the Internet of Things (IoT)—on user satisfaction within mobile banking applications. Using the Technology Acceptance Model (TAM) as a conceptual framework, the study examines how these technologies influence key TAM variables, specifically Perceived Usefulness (PU) and Perceived Ease of Use (PEOU), to ultimately shape user satisfaction. The research collected data through a structured questionnaire, capturing users' perceptions of each technology’s contribution to their mobile banking experience. Findings indicate that these technologies significantly enhance PU and PEOU, indirectly fostering greater user satisfaction. Specifically, AR and AI were found to improve both PU and PEOU by offering more intuitive and responsive interactions. Biometric Authentication simplified access and increased trust, while IoT expanded the accessibility and functionality of mobile banking. This study contributes to mobile banking literature by integrating multiple technologies within a single TAM-based framework, demonstrating that modern technological features can act as pathways to enhance user experience. Practical implications suggest that mobile banking providers can benefit from incorporating these technologies to create more user-friendly, secure, and personalized apps. In conclusion, as mobile banking continues to evolve, leveraging these innovations is essential to meet the demands of today’s digital-savvy consumers, offering insights for future developments in mobile banking technology.