Emotions and Customer Satisfaction in the Mobile Banking Era: An Empirical Analysis

Mobile banking has revolutionized the way people manage their finances, offering convenience and accessibility through mobile devices. This study focuses on sentiment analysis of mobile banking usage among individuals, exploring opinions expressed on digital platforms and delving into users’ emotions, attitudes and perceptions. Using natural language processing from ratings given in the play store and App Store in addition to user surveys, it is determined that user satisfaction, security and privacy concerns, app usability and customer service quality are diverse, mostly negative emotions when using mobile banking and the main concerns are data security and availability, finally giving valuable insights for financial institutions and end users in the context of the digital landscape of finance.