E-Banking and customer satisfaction: a bibliometric review of ‎research trends, economic relevance and accounting implications (2002-2024)‎

  • Authors

    • Aazib Afraz T N Department of Commerce, School of Social Sciences and Languages, Vellore Institute of Technology, ‎ Vellore, Tamilnadu, India, 632014‎
    • Geetha R Department of Commerce, School of Social Sciences and Languages, Vellore Institute of Technology, ‎ Vellore, Tamilnadu, India, 632014‎
    https://doi.org/10.14419/sn02b236

    Received date: May 10, 2025

    Accepted date: May 31, 2025

    Published date: June 4, 2025

  • E-Banking; Customer Satisfaction; Bibliometric Analysis; Technology; Service Quality

  • Abstract

    This bibliometric review examines the evolution of research on e-banking and customer satisfaction from 2002 to 2024, analyzing key ‎trends, scholarly impact, and thematic developments. Utilizing data from the Scopus database and bibliometric tools such as VOSviewer and ‎Biblioshiny, the study identifies influential authors, major research clusters, and collaboration networks across countries and institutions. ‎The analysis reveals a consistent increase in academic output over the last two decades, with particular focus on themes like service quality, ‎trust, usability, responsiveness, and digital security. Co-occurrence and keyword analyses highlight the central role of customer satisfaction ‎in shaping e-banking success. The study uncovers strong interdisciplinary connections between banking, technology, economics, and in-‎creasingly, accounting, where research on financial reporting, cost efficiency, and regulatory compliance in e-banking remains limited. No-‎table gaps are also observed in areas such as digital inclusiveness, rural access to e- banking, and empirical evaluation of customer trust in ‎automated services. This review provides a structured overview of the intellectual landscape of e-banking research and offers practical in-‎sights for scholars, banking professionals, accountants, and policymakers. It concludes with recommendations for future studies to ‎strengthen the integration of financial accountability and customer satisfaction in e-banking environments, supporting innovation, transpar-‎ency, and inclusive economic development

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  • How to Cite

    T N, A. A., & R, G. (2025). E-Banking and customer satisfaction: a bibliometric review of ‎research trends, economic relevance and accounting implications (2002-2024)‎. International Journal of Accounting and Economics Studies, 12(2), 47-60. https://doi.org/10.14419/sn02b236