Customer Experience in Digital Banking: Analyzing User Preferences and Behavior in Uzbekistan
Keywords:
Customer Experience, Digital Banking, User Preferences, User Behavior, Uzbekistan, Customer Satisfaction, Digital TransformationAbstract
This paper analyzes customer experience in digital banking in Uzbekistan, focusing on user preferences and behavior as the sector undergoes rapid digital transformation. With the increasing adoption of digital banking services, understanding the factors that influence customer satisfaction and engagement is crucial for financial institutions aiming to enhance their offerings. The study employs a mixed-methods approach, combining quantitative surveys and qualitative interviews to gather insights from digital banking users across various demographics. The findings reveal that convenience, security, and user-friendly interfaces are paramount in shaping customer preferences. Additionally, the research highlights the importance of responsive customer support and personalized services in enhancing user satisfaction. However, challenges such as digital literacy gaps and cybersecurity concerns impact the overall customer experience. By examining successful strategies employed by leading digital banks and identifying areas for improvement, this research provides actionable recommendations for financial institutions in Uzbekistan. Ultimately, enhancing customer experience in digital banking will contribute to greater user adoption, retention, and trust in digital financial services, fostering a more inclusive and competitive banking environment in the country.
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