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Customer perceptions on open banking apps: Insights using Structural topic modeling
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DOI：10.1016/j.jretconser.2024.104029.png)
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Abstract
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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.
Keywords:
Open banking
Customer satisfaction
Structural topic modeling
Expectation disconfirmation theory
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