Antecedents of Consumer Satisfaction in Online Banking: A Systematic Review with the Text Mining Approach

Abstract

This systematic review article provides an avenue for identifying various antecedents and consequents of customers’ behavioral outcomes in the banking industry and identifying research gaps that may help define the scope of future research. Models, methodologies and variables, and keywords extraction are used to relate numerous independent, dependent, and demographic constructs in the online banking sector’s technology adoption in this zone-based hybrid structured study. In this study, the researchers are trying to unveil the most prominent construct used predominantly in this specified area of literature and have tried to find out which constructs are not so used to reveal the future scope of the study. This study gives essential advice for employees working in the banking industry on identifying the primary critical aspects of online digital banking services to assess consumers’ expectations and consumer satisfaction, which is a pivotal construct of building consumer loyalty. In addition, an attempt has been made to utilize a meta-analytical technique to distinguish between distinct predictor determinants of customer behavioral outcomes in the banking sector and to unearth the research gap, which may lead to identifying the scope of future research.