Product Innovation in Enhancing Customer Relationship with Special Focus on Banking Apps

Anand Mohan and Mithra Manmadhan
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Anand Mohan: CET School of Management, College of Engineering, Trivandrum, Affiliated to APJ Abdul Kalam Technological University, India.
Mithra Manmadhan: CET School of Management, College of Engineering, Trivandrum, Affiliated to APJ Abdul Kalam Technological University, India.

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Abstract: This study investigates the effect that the banking apps had brought about in customer behaviour. The demographic factors that can affect the usage of banking apps have been analyzed. Moreover, the customer satisfaction of the FedMobile and YONO apps has been compared. The study has been undertaken among the customers of both apps in Kerala. Data were collected from 120 respondents who use either of the apps. The study had found that all the demographic factors considered have a relationship with the frequency of usage. Moreover, considering the effectiveness of the app and the satisfaction level, FedMobile app is superior to YONO. The study aims to gain insights into the app usage and identify ways to improve an inferior app. Eventually, the customer satisfaction of the inferior app could be improved to increase the customers and eventually the market base.

Date: 2021-09-29
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Published in Asian Journal of Economics, Finance and Management , In press, 3 (1), pp.606-618

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05188168

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