publication . Article . Other literature type . 2016

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

Jun, Minjoon; Palacios, Sergio;
  • Published: 16 May 2016 Journal: International Journal of Bank Marketing, volume 34, pages 307-326 (issn: 0265-2323, Copyright policy)
  • Publisher: Emerald
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...
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