Mobile Service Quality Research Articles

Enhancing Digital Education: A Model for Effective Mobile Learning Implementation in Malaysian Higher Education

This study investigates the implementation of mobile learning (m-learning) services in the smart environment at Kolej Poly-Tech MARA (KPTM) in Malaysia, focusing on establishing effective practices for digital education. Despite the potential of m-learning as an educational tool, its adoption in Malaysia remains limited, with the COVID-19 pandemic highlighting the need for innovative approaches to learning. The research employs a mixed methods approach, gathering quantitative data from 365 respondents, including students, lecturers, and administrators, through Likert-scale questionnaires distributed via Google Forms. Qualitative data were obtained through interviews with 10 selected participants. The study identifies existing practices in m-learning, explores its benefits, and examines challenges faced during implementation. Utilizing descriptive analysis, one-way ANOVA, Independent T-Test, and Regression Correlation, the findings reveal a positive perception of m-learning among stakeholders, alongside challenges related to infrastructure and training. The primary contribution of this research is the development of a model of good practice that provides guidelines for KPTM and other higher education institutions aiming to enhance the quality of mobile learning services. This model emphasizes the importance of accessibility, professional development, and stakeholder collaboration, positioning KPTM toward a more effective digital education landscape. Overall, the study underscores the critical role of m-learning in fostering flexible and engaging learning environments while addressing the barriers to its implementation in Malaysia.

The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth

With the increasing prevalence of mobile shopping (m-shopping) apps, service quality (SQ) has been recognized as a prominent factor in distinguishing the best apps available online. As limited studies have explored how to estimate mobile SQ, this study attempts to expand our understanding of the primary dimensions that shape customer judgments of the overall mobile SQ related to m-shopping activity by validating the mobile SQ (M-S-QUAL) scale in a new cultural setting, e.g., Egypt. It also examines the interrelationships between mobile SQ and three outcome variables: mobile satisfaction (m-satisfaction), mobile loyalty (m-loyalty), and electronic word of mouth (e-WOM). The results support the validity of using the M-S-QUAL scale to assess the mobile SQ of m-shopping platforms. Moreover, the findings emphasize the role of m-shopping SQ in enhancing consumers’ m-satisfaction, thereby improving m-loyalty and increasing favorable e-WOM. The results also show that responsiveness and efficiency are the primary driving forces underlying the SQ dimensions of the investigated outcome variables.Graphical abstract

E-commerce and Mobile Application Development in the Sports Industry

In order to achieve user recommendations that best match their current contextual needs, the author proposes a mobile service QoS (Quality of Service) hybrid recommendation model based on sports user situational awareness. Cluster the users and service items covered by mobile users based on their location contextual information according to the classification principle of autonomous systems, forming a collaborative filtering and recommendation mechanism for mobile user service items; In response to the cold start problem of new users and new projects in traditional QoS recommendation methods, prediction and recommendation of missing QoS attribute preference values are based on User based and Item based CF; In response to the problem of difficult determination of mixed recommendation weights caused by massive data and uneven distribution of service QoS attribute values in mobile network environments, MapReduce based ant colony neural network weight training is used for CF mixed recommendation. Experimental results have shown that the Hadoop sports industry has improved the operational efficiency of algorithms and reduced the time for global QoS preference prediction; And by comparing the operation results of the 10% and 100% sub datasets, it can also be seen that the acceleration ratio of the algorithm will continuously improve with the increase of data volume, thereby improving the operational efficiency of the recommendation algorithm. It has been proven that the MapReduce based ant colony neural network weight training method significantly reduces the global computation time of the algorithm and improves the operational efficiency of the recommendation system.

Layanan Mobile Banking dalam Mewujudkan Kepuasan Nasabah BSI di Surabaya

This research aims to determine the quality of Bank Syariah Indonesia (BSI Mobile) mobile banking services in providing customer satisfaction at Bank Syariah Indonesia KCP Diponegoro 2 Surabaya. The research method uses a quantitative approach. The population in this research is all BSI KCP Diponegoro 2 Surabaya customers. Meanwhile, the sample in this research is some BSI KCP Diponegoro 2 Surabaya customers who use the BSI Mobile application. Considering the large population so that the exact number cannot be known and the limited time in conducting research, this research uses the Lemeshow formula with a maximum estimate of 7% and an error rate of 5% as a guideline in finding the number of samples used. So through this technique a sample of 100 respondents was obtained. Data was collected through distributing questionnaires using incidental sampling technique. The data analysis process uses simple linear regression, hypothesis testing, and coefficient of determination. The research results show that the quality of BSI Mobile services has an influence on customer satisfaction. The influence between the independent variable and the dependent variable is 79.2%, while 20.8% is influenced by other factors not included in this research. This research can help increase customer satisfaction in using the BSI Mobile application.

Mobile Service Quality’s Impact on Customer Repurchase Intention in Food and Beverage Mobile Applications

This study aims to assess the impact of mobile service quality on customer repurchase intention in Indonesia’s food and beverage mobile applications. The research identifies key dimensions such as application design, ease of use, privacy, and customer support and evaluates their influence on customer e-satisfaction and repurchase behavior. A quantitative approach was employed, utilizing purposive sampling to gather data from 401 active users of these applications. The analysis, conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS), revealed that these dimensions significantly enhance overall mobile service quality, which in turn positively affects customer e-satisfaction and repurchase intention. The findings underscore the importance of a minimalist and user-friendly design, robust privacy measures, and responsive customer support—particularly for Gen-Z users in Indonesia, where privacy concerns are increasingly prominent. This study contributes to the existing literature by providing insights specific to the Indonesian market and offering practical recommendations for the food and beverage industry to improve mobile service quality, thereby fostering stronger customer loyalty and increasing repurchase rates. The novelty of this research lies in its focus on the rapidly growing mobile app market in Indonesia, addressing unique regional challenges and opportunities. Doi: 10.28991/HIJ-2024-05-03-011 Full Text: PDF

PENERAPAN METODE WASPAS DAN ROC DALAM PEMILIHAN BANK TERBAIK UNTUK PELAYANAN MOBILE BANKING

Technological developments encourage increased use of banking services via mobile devices. Choosing the optimal bank for mobile banking services is an important challenge in meeting customer needs. This research uses a Decision Support System with the application of the Weighted Aggregated Sum Product Assessment (WASPAS) and Rank Order Centroid (ROC) methods. The WASPAS method helps find positive and negative ideal solutions in solving problems. The ROC method was chosen to reduce the level of subjectivity and uncertainty in determining weights. The weights in ROC are determined based on priority criteria. In this research, 5 alternatives are used, namely BCA Mobile, Livin' by Mandiri, BSI Mobile, BNI Mobile Banking, BRImo BRI, and apply criteria such as security, many enthusiasts, user friendly, rating, and cost. This research aims to provide a comprehensive picture of the quality of mobile banking services provided by various banks so as to help customers choose mobile banking according to the criteria they need. The research results show that BCA Mobile owned by BCA bank is the best alternative with the highest value of 0.940, followed by BRImo with a value of 0.613, BNI Mobile with a value of 0.612, Livin' by Mandiri 0.611, and the lowest value of 0.323 for BSI Mobile. Thus, BCA Mobile is declared the best choice for mobile banking services.

The Influence of Mobile Application User Experience, Service Quality, and Social Interaction on Customer Satisfaction Quantitative Research in the Online Service Industry

The Influence of Mobile Application User Experience, Service Quality, and Social Interaction on Customer Satisfaction Quantitative Research in the Online Service Industry

A novel framework for understanding the interplay between the mobile wallet service quality dimensions and loyalty intention

A novel framework for understanding the interplay between the mobile wallet service quality dimensions and loyalty intention

UNDERSTANDING SERVICE QUALITY OF MOBILE VIDEO EDITING : MAPPING THE NEGATIVE IMPRESSION BY TEXT MINING APPROACH

KineMaster is a video editing application that supports the content creator industry; however, compared to its competitors, that app falls short in release year, download numbers, and ratings. This research aims to determine the service quality of the Android-based KineMaster application based on sentiment analysis and the classification of mobile app service quality (MASQ) dimensions. The data used is secondary data from 5,000 reviews of Google Play Store using Google Colab and processed using RapidMiner Studi version 10.2. Naïve Bayes and k-Nearest Neighbors (KNN) algorithms are applied to determine the best one. Negative sentiment data resulting from the worst MASQ dimension classification will be carried out by WordCloud using Google Colab to determine complaint priorities. The research results show that positive sentiment dominates at 62.24% using the KNN algorithm as the best algorithm in this research. Nevertheless, the 37.76% negative sentiment is not ignored. Based on the number of negative sentiments in each dimension, technical reliability is the worst dimension, valence is the second worst dimension, and performance is the third worst. Prioritized complaints are update reliability, watermarks, app, feature downloads, inability to open apps, export capabilities, high price, and processing speed.

Engaging Customers Towards Mobile Application Brand Attachment and Advocacy: Multigroup Analysis of Generational Differences

Technology service providers face challenges regarding the varying degrees of customer engagement of app-based services, and this phenomenon warrants an in-depth investigation. This research examines the antecedents and consequences of technology customer engagement and how generational differences play a role in the context of mobile banking applications. This research advances the current understanding by identifying mobile service quality dimensions as key determinants, proposing technology customer engagement as a significant driver of brand attachment and advocacy, and finding the moderating impact of the generational gap. This study guides technology service providers in creating a strategy to engage customers towards app-based services.

Service Quality Analysis of Unej Digital Library Using M-S-QUAL and Importance Performance Analysis Methods

A lot of library services are impacted by the expansion and advancement of information and communication technologies. With this modification, the traditional library services are now entirely digital. To carry out this digitalization, the Unej Digital Library (UnejDigiLib) application was created by the University of Jember's library. The purpose of developing this digital library application was to improve the effectiveness of library services, which were previously hindered by the COVID-19 epidemic. The UnejDigiLib developer has not yet evaluated the quality of its services since the application's release, therefore they are unsure of whether the current services satisfy user needs. Therefore, the goal of this study is to combine Mobile Service Quality (M-S-QUAL) and Importance Performance Analysis (IPA) in order to assess the UnejDigiLib service's quality based on user perceptions. The M-S-QUAL is used to determine service quality indicators and examine the gap between their performance and importance. After that, the service indications are mapped using the IPA based on their priority level. This study used the following six M-S-QUALl dimensions: compensation, privacy fulfillment, content, system availability, efficiency, and privacy. The findings indicate that user expectations have not been met by the UnejDigiLib service's performance. Meanwhile, the IPA analysis's findings indicate that the following indicators are found in quadrant 1: C3 (completeness of the book collection), C5 (suitability of the book collection with the curriculum lectures), C6 (updates to the book collection), and F3 (speed at which books download). This quadrant's indicators are the primary focus for improvement.

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

Investigating the dynamics of FinTech adoption: an empirical study from the perspective of mobile banking

PurposeFinancial technology (FinTech) is experiencing transformation because artificial intelligence has become the new norm to enrich the experiences of individuals in this modern era of technological advancement. The article utilizes the stimuli-organism-response (SOR) framework to investigate how individual attitudes and behavioral intentions influence the adoption of FinTech, particularly in mobile banking.Design/methodology/approach433 respondents participated in the self-administered survey to answer questions related to demographic profiles and items to assess the variables adopted in the conceptual framework. The study applied “partial least squares structural equation modeling” PLS-SEM to analyze the data.FindingsA structural equation model indicates that perceived usefulness and ease of use significantly affect attitude and behavioral intention. Moreover, the outcomes show that perceived value and social influence significantly influence, while perceived risks and performance expectancy insignificantly affect behavioral intention. Further, the outcomes also confirm that attitude and behavioral intention substantially influence mobile banking adoption.Practical implicationsThe article provides insights for practitioners to improve and assess the quality of mobile banking services by using proposed antecedents that may increase the actual use of FinTech services, which serves as a valuable resource for stakeholders.Originality/valueThe new research model adds to the existing literature by offering empirical evidence of mobile banking adoption by considering three theories. Further, the study builds upon the S-O-R framework that incorporates FinTech attributes to explain the antecedents of the actual use of FinTech towards mobile banking adoption.

Implementasi JConnect Mobile Dalam Meningkatan Pelayanan Nasabah

With the advancement of technology in the 5.0 and modern era, effective and efficient communication continues to develop, hence the creation of the internet. The Internet is used by people and organizations to conduct business. For banking, one form of service implemented in the digital era is mobile banking. Bank Jatim Syari'ah launched the latest product in the digitalization era, namely JConnect Mobile with its various features. This study aims to determine the role of JConnect mobile in improving services to customers of Bank Jatim Syari'ah, this research uses qualitative research with library research methods and direct field studies, so not only from theory but going directly to the field to research. Jconnect mobile service quality through the dimensions of security, speed and accuracy has an important role in improving services to customers using JConnect mobile products.

An SVR-based and Location-aware Method for Mobile QoS Prediction

With the rapid development of intelligent mobile communication technology, the num­ber of mobile services and the number of mobile users are both continuously increasing. So, the services used by a user can only account for a very small proportion of the existing services, which results in a sparse user­service quality of service (QoS) matrix. However, QoS is critical for service selection and service recommendation. Therefore, predicting the unknown values of the sparse QoS matrix is essential. However, due to the sparsity of QoS data, the QoS predic­tion accuracy is difficult to improve. Faced with the problem, this paper intends to utilize the outstanding generalization ability and only support vectors dependent property of support vector regression (SVR) to overcome the difficulty brought by the sparsity of data and predict the un­known QoS more accurately. Moreover, it is evident that in the mobile environment, QoS values are closely related to the locations of the invoking users. Therefore, this paper intends to improve the accuracy of QoS prediction by incorporating not only the information of similar users but also the information of nearby users into feature vectors. On the other hand, the known QoS values of nearby users can be used to roughly estimate the unknown QoS values of the cold­start user, so as to alleviate the cold­start problem to some extent. Thus, a location­aware SVR­based method for QoS prediction (SVR4QP) is proposed. Compared with some classical QoS prediction algorithms, the experimental results show that in 1/3 of the cases, SVR4QP is moderate; in 1/6 of the cases, SVR4QP is suboptimal; and in half of the cases, SVR4QP is optimal. Compared with some novel mobile QoS prediction methods, the experimental results show that in 1/4 of the cases, SVR4QP is moderate; in half of the cases, SVR4QP is suboptimal; and in 1/4 of the cases, SVR4QP is op­timal. All these indicate that SVR4QP has comparatively more accurate mobile QoS prediction.

VALIDATING DIMENSIONS OF MOBILE SERVICE QUALITY E-COMMERCE CONSUMER TO CONSUMER (C2C) IN INDONESIA FROM SELLER'S PERSPECTIVE

Along with technological advancement, many sellers in Indonesia have shifted to use digital platform like e-commerce, which is creating potential ecosystem for various e-commerce applications to grow and face intense competition in facilitating direct transactions between consumers (C2C). This study aims to confirm the mobile service quality dimensions of e-commerce on mobile applications. The study adopts a quantitative approach with sellers who are use of popular C2C mobile applications in Indonesia, such as Tokope­dia, Shopee, Bukalapak, and TikTok Shop as the population. Sample selection using purposive technique resulted in a sample size of 313 respondents. Test­ing was conducted using Confirmatory Factor Analysis (CFA) to determine the proposed dimensions of e-commerce mobile application service quality from previous research. The results of the study confirm six factors of mobile service quality in e-commerce applications: Application Design, Reliability, Responsiveness, Trust, Efficiency, and System Availability. Testing with the modified model provides higher fit criteria. ANOVA was used to compare components in each dimension. E-commerce service providers can use the re­sult to improve service quality. These improvements involve refining the ap­plication interface, ensuring reliability, responsiveness, security, efficiency, and system availability, aiming to boost user satisfaction, foster continued app usage, and fortify the service provider's reputation.

A novel q-rung orthopair fuzzy best-worst method, Shannon entropy and MARCOS method for mobile medical app service quality evaluation

In this study, we propose a new hybrid multi-criteria decision-making (MCDM) methodology based on q-rung orthopair fuzzy sets (q-ROFSs) by integrating best-worst method (BWM), Shannon entropy method (SEM) and measurement of alternatives and ranking according to compromise solution (MARCOS). The methodology consists of two main phases: weight determination and alternative ranking. Firstly, the determination of the weight is mainly from both subjective and objective aspects. To determine the subjective weights, we propose a q-rung orthopair fuzzy best-worst method (q-ROF-BWM) satisfying additive consistency, which requires fewer comparisons for more reliable results, and define a new consistency ratio (CR) to test the consistency of comparisons. Additionally, objective weights are obtained using SEM extended to q-ROFSs, which are ignored by many MCDM methods. In the second stage, a new integrated alternative ranking approach called q-ROF-MARCOS is proposed, which does not become more complex with the increase in the number of criteria or alternatives. Finally, the proposed method is applied to the evaluation problem of mobile medical app service quality, and a new mobile medical app service quality evaluation index system based on SERVQUAL model is established. Sensitivity and comparative analysis validate the method’s effectiveness, rationality, superiority, and robustness.

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%.

Citizens' Satisfaction on Service Quality of Mobile Government (Case Study : Wargaku Surabaya Application)

This research aims to analyze citizens’ satisfaction on the service quality mobile Government on the WargaKu Surabaya application, using the Mobile Government Service Quality (SQ-mGov) measurement with four indicators, namely connectivity, interactivity, authenticity, and understanding. The research method used was quantitative using SmartPLS version 0.3 software with primary data sources in the form of questionnaires totaling 100 respondents. This research is interesting because it discusses citizens’ satisfaction with the quality of government services using parameters for measuring the quality of mobile government services. The research results show that the connectivity indicator variables and understanding indicators influence citizens’ satisfaction of service quality mobile government on the WargaKu Surabaya application. However, the interactivity and authenticity indicators do not affect citizens’ satisfaction on service quality mobile government on the WargaKu Surabaya application. The practical implications of this research can be used as input for the government to improve the quality of mobile government services on the WargaKu Surabaya application, with the hope that as the service quality mobile Government increases, the citizens’ satisfaction will also improve.

The effect of flow experience on reuse intention of mobile navigation apps: The mediating role of location-based mobile service quality

This study aims to determine the effect of consumers' flow experience on their intention to reuse mobile navigation apps and reveal the mediating role of location-based mobile service quality in this effect. Data were collected through an online survey of 513 respondents who were actively using mobile navigation apps and analyzed using structural equation modeling and mediation analysis. The results reveal that flow experience affects the intention to reuse mobile navigation apps and that location-based mobile service quality mediates this effect. When the mediating role of location-based service quality was tested, the direct effect of flow experience on reuse intention became insignificant. Information, reliability, and design quality are the most significant dimensions of location-based service quality. Considering the limited number of studies on mobile navigation services, particularly user behavior, this study contributes substantially to services marketing literature. In addition, this study provides insights for practitioners on how to design service proposals and the realization processes of mobile navigation apps.