User Experience in Mobile Banking Applications in Sri Lanka: A Systematic Literature Review

The finance sector has witnessed a rapid digital transformation, with banking services shifting towards digital platforms. The change from physical banking to digital methods has gained momentum due to the impact of the COVID situation. This document provides an overall analysis of previous studies carried out in the domain of mobile banking and user experience, specifically in the context of Sri Lanka. To delve further into this transformation, the paper includes an initial examination of user feedback obtained from both the Google Play Store and Apple Store, employing Python web scraping methods. The initial findings reveal a notable increase in the number of users engaging with mobile banking applications, alongside a growing presence of unsatisfied customers over time. This paper employs a systematic literature review methodology to extend existing findings and offer valuable insights for guiding future research in the field. The research uncovers a potential gap in exploring the impact of socio-demographic and digital literacy factors on user experience, specifically in the context of Sri Lanka. Additionally, the study identifies a research gap regarding how the perceived ease of use and usefulness mediates this relationship. These insights are instrumental in helping the banking industry enhance the user experience of their mobile banking applications and services, ultimately leading to improved user retention rates. In an era where digital banking has become integral to the financial industry, this research is focused to provide a foundation for future investigations, offering the potential to shape the future of mobile banking and its impact on the broader financial ecosystem in Sri Lanka.