On Aspects of Quality Assessment Criteria of Mobile Banking Applications in Poland

Abstract

The main objective of this article is to present the findings and to analyse a survey questionnaire used to assess the quality of mobile banking applications offered by commercial banks in Poland. The study carried out by the authors concerned the importance of the evaluation criteria adopted in the studies into the quality of mobile applications for individual users. The findings discussed in the article focus on mobile banking applications offered by universal banks in Poland which are available for mobile devices running on the Android, iOS and Windows operating systems. The structure of the article consists of presenting the general assumptions of the study, describing the methodology and the research sample, analysing the obtained findings as well as relevant discussions and interpretations. The paper is of a quantitative nature and has been conducted on a selected sample of respondents using banking services and products. The presented study and its analysis will empirically verify how individual clients assess the quality of banking applications and which criteria of this evaluation are most important to them. The authors’ original contribution was: specifying the criteria used for websites’ evaluation as the main indicators of the perception of the quality of websites; identifying the best e-banking websites and formulating conclusions which may constitute the starting point for designing an efficient system for quality management of e-services in the sectors.