Name: M K Lodi & Vibha Bhat
Country: India

Year: 2026
Volume: Volume No: 13, Issue No: 1, Year: 2026
Page Number: 260-268
DOI: https://doi.org/10.5281/zenodo.19659937

ABSTRACT
The study attempts to test the effectiveness of mobile banking apps in generating user
engagement and customer satisfaction through the sample size of 195 users of mobile banking apps from Bengaluru, India. Through an experimental design methodology involving the use of a survey instrument with a nine-item Likert scale combined with qualitative content analysis, the investigation tests three variables: UX Quality, Customer Engagement, and Customer Satisfaction. Results indicate that UX Quality is the most potent factor in predicting customer satisfaction (r = 0.813, p < 0.001) while customer engagement comes second (r = 0.714, p < 0.001). Customer satisfaction varies significantly among different age cohorts (F = 5.954, p = 0.0007), wherein older users (age 35+) report higher levels of satisfaction; however, income shows no significant moderation on satisfaction. An essential finding involves the identification of a significant engagement gap, wherein users are more
willing to execute routine tasks but not to engage deeply with advanced features. User feedback indicates consistent server problems, innovation in terms of security, UI simplicity, and multilingual access.

Keywords: Mobile banking, customer engagement, customer satisfaction, user experience, UX quality, digital banking, Bengaluru, India