Mobile Banking Service Quality Research Articles

Upgrading service quality of mobile banking

This study combines the opinions of consumers and experts (managers and scholars) and employs the four-phase research methods (IPGA, DEMATEL, QFD and MBO) in order to determine the key factors for the superior service of mobile banking. The results of IPGA and DEMATEL show a total of 7 critical service quality factors that need to be improved for mobile banking. According to the QFD results, 6 service quality improvement strategies have been developed, and the sequence of improvements is adequately discussed herein. Lastly, this study establishes a set of mobile banking objective management progress control and performance evaluation sheets, based on the concept of MBO, in order to manage and control the improvement progress and effect of mobile banking service quality. The proposed mechanism can achieve the objective of superior service quality in an expedited manner with limited resources.

A Comparison of Mobile Banking Service Quality between APP and Web Browser

This study aimed to explore the customer demands for service quality on both the application (APP) platform and web browser platform, and compare the differences of service demands among customers of different ages regarding the APP platform and web browser platform. A questionnaire survey was conducted on banking customers of the APP platform and web browser platform in Taiwan. This study utilised the moderated regression model to classify Kano two-dimensional quality. The findings showed that the Kano two-dimensional quality of mobile banking service was quite different between the APP platform and the web browser platform. The service demands among customers of different ages were also quite different regarding the APP and web browser platforms. These results suggested that the management strategies of mobile banking should be put forward according to customer demands for service quality on the different platforms.

A comparison of mobile banking service quality between APP and web browser

A comparison of mobile banking service quality between APP and web browser

Mobile banking service quality and customer relationships

PurposeThe purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution.Design/methodology/approachAn online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1).FindingsFindings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction.Originality/valueThis study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

모바일 뱅킹 서비스 품질이 고객 만족도 및 충성도에 미치는 영향

모바일 뱅킹 서비스 품질이 고객 만족도 및 충성도에 미치는 영향

Exploring the Dimensions of Mobile Banking Service Quality

Today, mobile phone is an essential part of the lives of most people – a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial delivery services provided by banks. The aim of this paper is to examine the underlying factors and service qualities that can influence customers' behavioral intentions towards the use of mobile banking services in Bangladesh. The hybrid model in this study identifies service qualities like reliability, privacy, information quality, responsiveness and empathy that capture customers' overall perceptions of the performance of mobile banking services. In addition, other factors like performance expectancy, effort expectancy and facilitating conditions significantly influence customers' intention to use such services. Implications of these findings provide practical recommendations to banking industry, and directions for further work from the perspective of Bangladesh.

Examining the key dimensions of mobile banking service quality: an exploratory study

Purpose – The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality. Design/methodology/approach – The authors employ the critical incident technique to unveil the key dimensions of m-banking service quality as perceived by m-banking customers, and to identify critical satisfiers/dissatisfiers among the identified dimensions. Findings – The analysis reveals a total of 17 dimensions of m-banking service quality: m-banking application quality (content, accuracy, ease of use, speed, aesthetics, security, diverse mobile application service features, and mobile convenience), and m-banking customer service quality (reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, and continuous improvement). Of these, five dimensions, such as mobile convenience, accuracy, diverse mobile application service features, ease of use, and continuous improvement, are considered as the main sources of customer satisfaction/dissatisfaction. Practical implications – M-bankers, based on the identified 17 dimensions, can develop a comprehensive service quality management system, which helps them identify and overcome key obstacles to the delivery of high quality m-banking customer services. Originality/value – This study focusses on uncovering the key dimensions of m-banking service quality and their associated sub-dimensions specific to the context of m-banking. Theoretically, the identified dimensions and their related sub-items can serve as building blocks for further research in customer relationship management in m-banking.