Mobile Banking Service Quality Research Articles

Analysis of Factors Influencing Customer Satisfaction and Its Impact on Mobile Banking Customer Loyalty

Various studies have tested customer satisfaction factors in mobile banking services that have a direct influence on loyalty. The main objective of this study is to determine customer satisfaction factors in Mobile Banking Service Quality (MBSQ) services that have a direct and indirect influence on customer loyalty. This study uses a quantitative method approach, the research type design uses descriptive and verification, in testing the research model using the Structural Equation Model Partial Least Square (SEM-PLS) approach. The results of the study show that expense, security, responsiveness, relative advantage, and convenience factors have a direct effect on customer satisfaction, the findings of this study confirm that costs have an indirect effect on customer loyalty through customer satisfaction. Customer satisfaction becomes a process or helps transmit service quality to loyalty in the banking industry. The benefits of this research provide benefits both theoretically and in managerial practice, this research can enrich knowledge related to digital-based banking service marketing strategies, so that it has an impact on customer satisfaction and loyalty, and can increase sustainable competitiveness for the company.

The Influence of Mobile Banking Service Quality on Customer Satisfaction

This study aims to determine the effect of BSI Mobile Banking Service Quality on Customer Satisfaction (Case Study of Students of the Faculty of Islamic Economics and Business, UIN SUMATRA UTARA). The research method used is quantitative. The data source for this research is Bank Syariah Indonesia (BSI) mobile banking customers who are Fakultas Ekonomi Dan Bisnis Islam Students at Uin Sumatra Utara, and uses primary data. By using a collection technique through a questionnaire (questionnaire). The data analysis technique used in this study is to test the quality of the data, namely validity and reliability tests, multiple linear regression tests, and t tests. After going through quantitative procedures, this study obtained the reSumatra Utaralts that Mobile Banking Service Quality had an effect on Customer Satisfaction as evidenced by the correlation test which obtained reSumatra Utaralts of 0.000) <0.05. This means that the service quality variable has a positive and significant effect on customer satisfaction variables. Based on the reSumatra Utaralts of this study, the independent variable (Service Quality) of BSI Mobile has a significant effect on the dependent variable (Customer Satisfaction) of Faculty of Islamic Economics and Business Uin Sumatra Utara students.

The Influence of Mobile Banking Service Quality and Trust on Customer Satisfaction of Indonesian Sharia Bank (BSI KC Bandar Lampung Diponegoro)

This study aims to determine the effect of mobile banking service quality and trust on customer satisfaction either partially or simultaneously. The data used in this study is primary data obtained directly from the answers of 80 respondents (customers of Bank Syariah Indonesia Kc Bandar Lampung Diponegoro), who downloaded and used the Bsi Mobile Banking application as a transaction medium. The analytical method used is the multiple linear regression analysis method. Based on the results of the study it is known that the variable quality of mobile banking services influences customer satisfaction from the t value greater than t table 7.274 > 1.994. For the calculated t trust variable, it is 3.431 > 1.994. This indicates that the trust variable has a significant influence on customer satisfaction. And on the results of the simultaneous test, the two variables together have a significant influence on customer satisfaction with f count greater than f table of 289.776 > 3.15. In the coefficient of determination test (R2), the variation of the independent variables used in the model can explain 88.3% of the dependent variation. Keywords: service quality, mobile banking, trust, customer satisfaction

PENGARUH KUALITAS PELAYANAN MOBILE BANKING TERHADAP KEPUASAN NASABAH PADA BANK BNI KANTOR CABANG PEMBANTU DUREN TIGA JAKARTA

The sampling technique used in this research was the author's use of random samplingtechnique or by random method, all employees were a population of 162 and weresampled using the Slovin formula in Husein Umar, 2017, obtaining only 62 samples.Based on the results of the regression analysis, it turns out that the mobile bankingservice quality variable can significantly increase customer satisfaction, the equationvalue Y = 7.298 + 0.777 the ttable value in (60) is = 1.671, then Ho is rejected andHa is accepted, meaning there is evidence that mobile banking service quality has avery significant influence on customer satisfaction. Based on the analysis results, thereis a positive influence of mobile banking service quality on customer satisfaction, avalue of 0.844 is obtained, so it can be concluded that the influence is very strong orthe Coefficient of Determination (KD) value is: 71.2%.

Analysis Of the Influence of The Quality of Automatic Teller Machine (ATM) and Mobile Banking Services on Bank Mandiri Customer Satisfaction in The South Jakarta Region

Bank Mandiri is one of the banks with the largest number of customers in Indonesia. This research aims to analyze the level of influence of ATM and mobile banking service quality on Bank Mandiri customer satisfaction. The method used in this research is a quantitative descriptive method. Research Place in the South Jakarta area. The customer population is 170 people with a sampling method using the Slovin technique. Research data was obtained by distributing questionnaires to Mandiri Bank customers with a sample of 120 respondents. The data analysis technique uses multiple linear regression tests. Analysis of ATM service quality uses five dimensions, namely tangible, responsiveness, assurance, reliability and empathy. Analysis of mobile banking service quality uses five dimensions, namely security, convenience, comfort, design and application system. Measuring customer satisfaction uses five dimensions from Hawkins and Lonney's research, namely conformity to expectations, interest in revisiting, and willingness to recommend. The research results show that overall customers are satisfied with Bank Mandiri's ATM and mobile banking services.

Sentiment analysis for mobile banking service quality measurement

This study examines BCA Mobile, Livin by Mandiri, and BNI Mobile, the top five most popular mobile banking services in Indonesia, to determine consumer sentiment toward service quality. Using Google Play Store user generated content (UGC) and sentiment analysis, we discovered that all three mobile banking services provided poor service quality. Given the numerous negative opinions, efficiency, compliance, system availability, and privacy must all be considered. According to this study, these three mobile banking services must improve service quality to retain customers.

Customer Satisfaction of Service Quality: Assessing Mobile Banking Practices

This study aims to examine the impact of mobile banking service quality on customer satisfaction. The research seeks to determine whether improvements in service quality lead to higher levels of customer satisfaction. Data for this study were collected through a descriptive research approach, using a structured questionnaire with close-ended questions. The survey was conducted among mobile banking users in Kapilvastu, Nepal. The statistical analysis involved employing the Chi-square test to identify associations between variables and the Mann-Whitney U test to explore the relationship of independent variables with satisfaction categories (i.e., satisfied and unsatisfied). Notably, each relationship between the variables was found to be statistically significant. The findings of this paper demonstrate that in the context of Nepal, customers indeed experience increased satisfaction with mobile banking services. In addition to creating new value for both users and providers, the digital transformation in the banking sector also raises important questions about how practices are transformed in response to these advancements. This study sheds light on the satisfaction levels of customers using mobile banking services in the Nepalese context, highlighting the positive impact of these services on customer satisfaction.

Applying Structural Equation Modeling for Accessing Mobile Banking Service Quality and Customer Satisfaction: A Case Study in Vietnam

Applying Structural Equation Modeling for Accessing Mobile Banking Service Quality and Customer Satisfaction: A Case Study in Vietnam

Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach

PurposeThe purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users.Design/methodology/approachThe paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses.FindingsResults confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption.Research limitations/implicationsBased on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy.Originality/valueThis paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.

The Effect of Service Quality on Customer Loyalty Through Perceived Value and Customer Satisfaction of Jakarta Mobile Banking Application

Objectives: This study aims to examine the form of service quality which has profound effects on the way customers interact with firms to create positive service outcomes i.e., service quality, perceived value, customer satisfaction, and customer loyalty. Therefore, the main objective of this study is to examine the service quality’s impact on the user's perceived value, satisfaction, and loyalty in mobile banking.Methodology: This study uses a quantitative research method. The data has been collected from 498 service users through the online survey. Finding: Structural Equation Modelling is applied by using the PLS-SEM program to test the model. The study concluded that mobile banking service quality positively and significantly affects customer perceived value, customer satisfaction, and customer loyalty. Customer perceived value positively and significantly affects customer satisfaction, significantly but negatively affects customer loyalty, and customer satisfaction positively and significantly affects customer loyalty. Conclusion: This research has differences and similarities with the results of previous studies. This difference is caused by several things such as regional characteristics and participating respondents. The characteristics and behavior of consumers are unique so there may be differences in the results of the research conducted. The research results obtained from the hypothesis prove that the greater the influence of service quality, the greater the perceived value of the mobile banking application, and better customer service quality decreases customer loyalty, better customer service will further increase customer satisfaction. Better perceived value will further increase customer satisfaction, and better customer satisfaction increases customer loyalty.

Mobile Banking Service Quality and Customer Retention among Commercial Banks’ Customers: An Empirical Evidence from Southeast Nigeria

In the era of a cashless economy, customers now emphasize banking services that are convenient, reliable and responsive. Mobile banking (m-banking) is among the latest in a series of recent mobile technological wonders. This research is aimed at investigating the effect of mobile banking service quality on customer retention among commercial banks customers in Southeast, Nigeria. The study examined the effect of reliability, responsiveness, information quality, privacy issues and system quality on customer retention. The study used an explanatory research design method using quantitative approach. The sample, consisting of 400 respondents was drawn from a cross-section of commercial banks customers with mobile banking access in Southeast Nigeria. From the 400 copies of questionnaire distributed 395 were returned valid and useful for the final analysis study used Pearson’s Correlation Coefficient to measure the relationship between mobile banking service quality and customer retention. Then regression analysis was used to estimate the cause-and-effect relationship between the variables of the mobile banking service quality and customer retention. The result showed that a positive effect for responsiveness, systems quality, and information quality on customer retention while privacy and reliability of mobile banking service quality was not significant. Among all, responsiveness, system quality and information quality have a significant effect on customer retention while reliability and privacy issues do not affect customer retention in mobile services. Therefore, to increase customer retention, the bank management should implement programs that support awareness creation, customer satisfaction, brand image and reputation by continuously assessing the service quality and delivery of mobile banking services provided to their customers, and also provide an adequate set of security components of mobile banking that protects customer’s bank details from fraud.

Factors affecting customers’ satisfaction on mobile banking service quality at Asia Commercial Joint Stock Bank

This study examined the factors affecting customer satisfaction on the quality of mobile banking services at commercial banks like the Asia Commercial Joint Stock Bank (ACB). The model of A.P. Parasuraman, V.A. Zeithaml, L.L. Berry in 1988 [1] was applied as the theoretical background for this study. Measurement scale was validated with Cronbach’s alpha, exploratory factor analysis (EFA). The results show that tangibles, reliability, and competency affect customers’ satisfaction with mobile banking service quality. Some managerial implications were grasped: (i) it is necessary to update many utility functions to serve customers’ need; (ii) it would be helpful to optimize the customer service process for quickness and accuracy; (iii) banking staff need to be equipped with more knowledge and skills to create a sense of trust while dealing with customers; (iv) Clear, complete, and simple information on transaction terms are required to commit that the information is the most accurate and true to give customers a feeling of peace of mind when doing transactions; and (v)Appropriate compensation policies are essential to create employee satisfaction so that employees can work effectively and productively.

A Short Review of Customer Satisfaction on Mobile Banking Service Quality of Islamic Banks

Customer satisfaction is important for services company. The study aims to look out issues that need to be concern of Islamic bank as implications related to the quality of mobile banking services which can increase customer satisfaction of Islamic banks. This article reviews some previous study of customer satisfaction on mobile banking service quality of Islamic Bank. As a result, Islamic banks need to make improvements in online information system quality, where Islamic banks must be able to provide the quality of information presented in their mobile banking applications, form and manage qualified human resources, who understand in the fields of Islamic economics and banking as well as information technology and use sophisticated IT systems in their mobile banking products to compete with conventional banks.

Peran Kepuasan Dalam Memediasi Pengaruh Customer Experience, Word Of Mouth Dan Kualitas Layanan Mobile Banking Terhadap Loyalitas Nasabah

This study aims to analyze the role of satisfaction in mediating the relationship between Customer Experience (CE), Word Of Mouth (WoM) and Mobile Banking Service Quality (SQ) with Customer Loyalty. The research method uses associative descriptive quantitative by analyzing secondary data in the form of questionnaires. The population is Bank Syariah Indonesia sub-branch office Kudus customers and a sample of 100 respondents determined by purposive sampling technique. The results showed that loyalty can be influenced by CE positively but not significantly, influenced by WoM positively significant and influenced by SQ negatively insignificant. Furthermore, the satisfaction variable is influenced by CE positively but insignificantly, influenced by WoM positively significantly and influenced by SQ negatively insignificantly. In testing Z against Y, a significant relationship with a positive direction was found. Furthermore, the role of satisfaction as a mediator is only able to mediate the effect of WoM on loyalty

Exploring mobile banking service quality dimensions in Pakistan: a text mining approach

PurposeCustomer reviews of mobile banking (m-banking) apps contain the most direct and first-hand accounts of customer experiences with m-banking. However, surprisingly little effort has been made to understand m-banking service quality using these reviews. Therefore, this study aims to discover m-banking service quality dimensions from customers' reviews of the m-banking apps through a text mining approach.Design/methodology/approachReviews of m-banking apps of 24 banks operating in Pakistan were scraped from Google Play Store. Latent Dirichlet allocation (LDA) method was applied to discover the dimensions of m-banking service quality from 24,529 positive and 29,569 negative useable reviews.FindingsDifferent dimensions of m-banking service quality are discussed in positive and negative reviews. Positive reviews focus on security, convenience, ease of use, continuous improvement, usefulness and app attributes, whereas negative reviews discuss system availability, responsiveness, faulty updates, login problems and reliability.Research limitations/implicationsThe results are based only on customer reviews in one country and generalization may not be possible. Moreover, due to the unavailability of demographic information about reviewers, the effect of demographic characteristics on users' perceptions of m-banking quality could not be determined.Practical implicationsThe study provides managers with useful insights to improve the service experience of m-banking customers. The study also demonstrates how managers can employ text analytical techniques to assess and improve the quality of m-banking services.Originality/valueIn addition to enriching the understanding of m-banking quality based on direct and first-hand user experiences, the current study also provides initial evidence for the two-factor structure of m-banking service quality.

Banking service quality literature: a bibliometric review and future research agenda

PurposeThe purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail.Design/methodology/approachThe authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis.FindingsThe SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed.Research limitations/implicationsThis study has implications for bank managers, academicians and future researchers.Originality/valueThis study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.

Exploring mobile banking adoption and service quality features through user-generated content: the application of a topic modeling approach to Google Play Store reviews

PurposeThe primary purpose of this research is to analyze the online user reviews, where real customer experiences can be observed, with text mining and machine learning approaches, which are seen as a gap in the related literature. This study aims to compare the latent themes uncovered by the topic modeling approach with studies focused on both mobile banking (m-banking) adaptation and service quality features, suggest new aspects and examine the effect of latent topics on customer satisfaction.Design/methodology/approachThis study analyzed 21,526 reviews posted by customers of private and state banks operating in Türkiye. An unsupervised machine learning method, Latent Dirichlet algorithm (LDA), was conducted to reveal topics, and the distribution of all reviews was visualized with the t-SNE algorithm. Random Forest, logistic regression, k-nearest neighbors (kNN) and Naive Bayes algorithms were utilized to predict user satisfaction through the given score.FindingsIn total, 11 topics were revealed by considering user reviews based on their experience. Among these topics, perceived usefulness and convenience and time-saving are much more important in the scoring given to m-banking apps. Furthermore, in more detail, seven topics have been identified related to technical and security problems related to m-banking apps.Originality/valueThis paper is a pioneer study regarding the method used and sample size reached in the m-banking literature. The findings also provide fresh insight into the post-Covid-19 era, both academically and practically, by providing new features for mobile bank adoption.

PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN NASABAH BANK ACEH SYARIAH DI KECAMATAN KUTA ALAM

Mobile banking services answer all the needs of customers in digital transactions, but also have problems with the lack of service features offered, so that they are not in line with customer expectations. The purpose of this study is to reveal the effect of mobile banking service quality on customer satisfaction at Bank Aceh Syariah in Kuta Alam District. This study uses a quantitative approach. The results showed that the quality of mobile banking services had a positive and significant effect on customer satisfaction, based on the coefficient of determination (R2) test, it was obtained at 0.400 which means that the variable (X) of service quality can partially explain the relationship with the customer satisfaction variable (Y) by 40% and the remaining 60%. , explained by other variables not explained in this study.
 Keywords: Service Quality, Customer Satisfaction, Mobile Banking

Factors Affecting Individual Customer’s Satisfaction on the Mobile Banking Service Quality During Covid-19 Pandemic Period: The Case of Vietnam

This paper is aimed at analysing the factors affecting individual customer satisfaction with the mobile banking service quality during Covid-19 period in Vietnam. The methodology applied including SERVQUAL model, using e-SQ scale with EFA model. Data were collected from 405 observations answered via online survey of individuals using mobile banking service in period Jan-March 2022. Key findings of the research include: First, five factors affecting the positive customer satisfactions on mobile banking are ranked from highest to lowest impacts includes: Covid-19 pandemic, security, convenience/utility, empathy and responsiveness, and service fees. Second, Covid-19 pandemic provided the great opportunity for expanding mobile banking services, and Vietnamese banks have utilized this opportunity well by applying various promotion policies for encouraging more clients using mobile banking services. The digital transformation of banks enhances this process well. Third, the younger people have more satisfactions on mobile banking compared to older people, as the old have some difficulties in adapting to technological devices and softwares. Some recommendations have been proposed to improve the quality of mobile banking services for the new normal post-covid 19 pandemic period. Keywords: service quality, Covid-19, mobile banking, individual customers, satisfaction..

Mobile banking service quality and customer value co-creation intention: a moderated mediated model

PurposeThe objective of this paper is to explore the possible impact of mobile banking service quality (MBSQ) on customer value co-creation intention (CVCI).Design/methodology/approachA questionnaire was administered to research participants from Jordan. A total of 562 valid questionnaires were analysed. Mediation and moderation evaluations were performed in order to examine the function performed by MBSQ, customer engagement (CE), and social presence as determinants of CVCI. Structural equation modeling of type covariance-SEM using AMOS software was employed for the analysis.FindingsThe research results verify the proposition that MBSQ, CE, and social presence can all influence. In addition, the mediating role of customer engagement in respect of the relationship between MBSQ and CVCI is also confirmed in this research.Practical implicationsThis research is of use to bank managers who must allocate resources during the development of m-banking platforms, wherein value co-creation in banking can be promoted.Originality/valueThis study comprises an original contribution to current scholarship in the field of m-banking through its examination of the impact of customer engagement with m-banking. Moreover, this research augments current literature pertaining to the function of MBSQ in relation to CVCI as tempered by customer engagement and social presence.