Kanti Desiraju, Arindra Nath Mishra, Pooja Sengupta
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引用次数: 0
Abstract
Open Banking Apps (OBA) are reshaping the financial landscape by blurring the line between technology services and traditional banking. Literature on OBA has overlooked post-adoption experience. We collected 89,788 customer reviews from the Google Play store and employed Structural Topic Modeling (STM) to extract the themes of discussion around OBA. We also explored the determinants of customer satisfaction based on the topics of discussion and review metadata. Our study highlights that Customer Service, Ease of User Interaction, and Digital Support have a positive impact on satisfaction, while Account Navigation and Personalized User Experience have a negative impact. The insights gained will aid business managers of OBA in making strategic decisions to improve customer satisfaction.
开放银行应用程序（OBA）模糊了技术服务与传统银行业务之间的界限，正在重塑金融业的格局。有关开放式银行应用程序的文献忽略了使用后的体验。我们从 Google Play 商店收集了 89,788 条客户评论，并采用结构主题模型（STM）提取了围绕开放银行应用程序的讨论主题。我们还根据讨论主题和评论元数据探讨了客户满意度的决定因素。研究结果表明，"和 "支持 "对满意度有积极影响，而 "和 "支持 "对满意度有消极影响。所获得的见解将有助于 OBA 的业务经理做出战略决策，以提高客户满意度。
期刊介绍：
The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are:
Retailing and the sale of goods
The provision of consumer services, including transportation, tourism, and leisure.
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