publication . Other literature type . Article . 2016

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

Minjoon Jun; Sergio Palacios;
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  • Published: 16 May 2016
  • Publisher: Emerald
Abstract
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 (relia...
Subjects
free text keywords: Marketing, Mobile banking, Customer satisfaction, Service level objective, Service quality, Business, Customer Service Assurance, Service design, business.industry, Critical Incident Technique, Service level requirement
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