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<p>The metaverse is starting to reshape how banks could meet, guide and serve customers in immersive virtual spaces, increasingly supported by AI. Although a few banks have piloted virtual branches and avatar-led service journeys, academic work in this area remains scattered. This review consolidates existing knowledge and highlights areas that require further attention. Using the SPAR-4-SLR protocol, this systematic review analyses 64 Scopus-indexed, ABDC JQL and CABS AJG ranked papers to map themes and emerging research priorities in metaverse banking. These articles were published from 2015 to 2026. Using performance analysis, this article unpacks the publication trend and the top contributing journals, authors and institutions in metaverse banking research. Despite an increased rate of publication since 2021, there is still limited understanding of how trust is developed and maintained in virtual environments. There is still no information regarding what influences user perceptions of safety in an immersive environment. Furthermore, the findings of the science mapping analysis identified six clusters: (1) Virtual customer experience and trust dynamics; (2) immersive interface technologies and digital assets integration; (3) Organizational change management in virtual banking, (4) digital financial inclusion and literacy development; (5) intelligent systems and Environmental sustainability in virtual finance; and (6) human-centric industry 5.0 banking and trust architecture. On the basis of content analysis approach, future research avenues were determined for each of the aforementioned knowledge clusters. The review offers an integrated theoretical foundation of the field and a practical agenda for building credible, inclusive and sustainable metaverse banking.</p>

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Reimagining the banking ecosystem in the metaverse: a conceptual integration and future research agenda

  • 期刊论文

  • 发表日期：

    2026年6月3日

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  • Saumyaranjan Sahoo,
  • Garima Sainger,
  • G Mariam Rao,
  • Satish Kumar

摘要

The metaverse is starting to reshape how banks could meet, guide and serve customers in immersive virtual spaces, increasingly supported by AI. Although a few banks have piloted virtual branches and avatar-led service journeys, academic work in this area remains scattered. This review consolidates existing knowledge and highlights areas that require further attention. Using the SPAR-4-SLR protocol, this systematic review analyses 64 Scopus-indexed, ABDC JQL and CABS AJG ranked papers to map themes and emerging research priorities in metaverse banking. These articles were published from 2015 to 2026. Using performance analysis, this article unpacks the publication trend and the top contributing journals, authors and institutions in metaverse banking research. Despite an increased rate of publication since 2021, there is still limited understanding of how trust is developed and maintained in virtual environments. There is still no information regarding what influences user perceptions of safety in an immersive environment. Furthermore, the findings of the science mapping analysis identified six clusters: (1) Virtual customer experience and trust dynamics; (2) immersive interface technologies and digital assets integration; (3) Organizational change management in virtual banking, (4) digital financial inclusion and literacy development; (5) intelligent systems and Environmental sustainability in virtual finance; and (6) human-centric industry 5.0 banking and trust architecture. On the basis of content analysis approach, future research avenues were determined for each of the aforementioned knowledge clusters. The review offers an integrated theoretical foundation of the field and a practical agenda for building credible, inclusive and sustainable metaverse banking.