Gamification in financial service apps to enhance customer experience and engagement

Abstract

The purpose of this research is twofold: (1) to examine the impact of gamification on user experiences, customer engagement, and purchase intentions in the financial industry and (2) to examine how immediate rewards vs. delayed rewards prompt different consumer behaviors in Pakistan's mobile banking (m-banking) industry. The data for study 1 was collected from 340 m-banking customers using a structured, survey-based questionnaire, while study 2 collected data from 161 customers using an experimental-based study. The structural equation modeling results show that gamification elements are positively related to user experiences and customer engagement, and customer engagement mediates the relationship between gamification and purchase intentions. Moreover, the results of the experimental-based study show that immediate rewards more strongly influence user experiences, customer engagement, and purchase intentions. For theoretical implications, this study extends the scant literature on gamification in the m-banking industry. For managerial implications, this research highlights the essential elements of gamification to increase customer engagement and purchase intentions in the m-banking sector.