User Engagement in Mobile Banking Apps: A Literature Review of Drivers and Consequences

Abstract

This literature review examines user engagement in mobile banking apps, a vital aspect for customer satisfaction and loyalty. The authors synthesize research from scientific journals (Q4 Scimago or higher) published since 2015. The review details the theoretical frameworks (S-O-R, UTAUT) and methodological approaches (quantitative surveys) employed. It clarifies the meaning and measurement of user engagement (interactivity, usage frequency, tailored indices) within this context. In addition, the authors identify key drivers like convenience, trust, and the "servicescape" and analyze the role of push notifications in boosting engagement when optimally managed. Finally, the paper highlights the significant consequences of engagement for customers (satisfaction, loyalty) and banks (stronger relationships). Future research could explore the impact of AI-powered financial advice features on user engagement or investigate the long-term effects of gamification elements within banking apps. This synthesis offers a concise overview of current research, pinpointing gaps and future directions.