Service Quality of Mobile Banking Systems
نویسنده
چکیده
This study aimed to promote the use of mobile transaction services and summarize 13 service items affecting mobile banking transactions, functional programs, and accessibility programs. Furthermore, this study designed questionnaire using ANP (the Analytic Network Process). Three experts from the financial industry and academia with more than five years of working experience were invited to compute the weights and find out the optimum program accordingly. Suggestions were proposed for functional programs that could be provided to the banking industry as a basis for decision-making regarding service systems and service quality enhancement, thus further boosting user confidence in the transaction platforms of mobile banking systems.
منابع مشابه
Mobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model)
This research aimed at applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...
متن کاملExamining Mobile Banking User Trust: A Tripartite Perspective
Building users’ trust is crucial to alleviating their perceived risk and facilitating their usage of mobile banking. Drawing on a tripartite perspective of transference-based, personality-based and self-perception-based determinants, this research examined mobile banking user trust. Transference-based determinants include structural assurance and online banking trust. Personality-based determin...
متن کاملImpact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables
This study addresses a research gap in mobile banking (M-banking) related to post service usage consumer behavior and aims to discover the impact of electronic core (e-core) service quality dimensions on the perceived value of service in relation to three socio-economic variables i.e. gender, age and income. The study attempts to identify whether the impact of these dimensions vary as per the d...
متن کاملInfluences of Perceived Risk and System Usability on the Adoption of Mobile Banking Service
In mobile situations, consumers’ perceived risk is the important determinant of whether they adopt the mobile banking service. Meanwhile the root cause of consumers’ perceived risk is the existence of system usability of mobile banking service. After reviewing relevant literature, this text pointed out the system usability of mobile banking service is the important factor of consumers’ perceive...
متن کاملUnderstanding users' initial trust in mobile banking: An elaboration likelihood perspective
Due to the high perceived risk, building users’ initial trust is crucial to facilitating their adoption and usage of mobile banking. Drawing on the elaboration likelihood model (ELM), this research examined users’ initial trust in mobile banking. The results indicated that initial trust develops along a dual route including the central route and peripheral route. Self-efficacy as the elaboratio...
متن کامل