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m-Banking Quality and Bank Reputation

Author

Listed:
  • Mirjana Pejić Bach

    (Faculty of Economics and Business, University of Zagreb, 10000 Zagreb, Croatia)

  • Berislava Starešinić

    (Privredna banka Zagreb, 10000 Zagreb, Croatia)

  • Mislav Ante Omazić

    (Faculty of Economics and Business, University of Zagreb, 10000 Zagreb, Croatia)

  • Ana Aleksić

    (Faculty of Economics and Business, University of Zagreb, 10000 Zagreb, Croatia)

  • Sanja Seljan

    (Department of Information and Communication Sciences, Faculty of Humanities and Social Sciences, University of Zagreb, Ivana Lučića 3, 10000 Zagreb, Croatia)

Abstract

m-Banking is developed to support the clients in using various banking services, by using their mobile phones, thus allowing them to overcome the barriers in terms of time and location. Clients are increasingly using m-banking, so for some of them, this is the most used way of communication with the bank and doing banking transactions. Therefore, high-quality m-banking services significantly impact trust towards the bank, and it can influence bank reputation. Given the influence of m-banking, as well as the importance of its perceived quality, the paper aims to investigate the elements of m-banking quality, and to analyze the relation between m-banking quality and bank reputation. We investigate several dimensions of m-banking (safety, simplicity, and variety of m-banking services), and their impact on perceived m-banking quality. Besides, we examine the effect of perceived m-banking quality to bank reputation. For the analysis of these relationships, we use structural equation modeling, based on the survey results on a sample of clients of major banks in Croatia. Results of empirical research indicate that safety, simplicity, and a variety of m-banking services have a significant impact on the perceived m-banking quality, which, in turn, has a positive impact on the bank’s reputation.

Suggested Citation

  • Mirjana Pejić Bach & Berislava Starešinić & Mislav Ante Omazić & Ana Aleksić & Sanja Seljan, 2020. "m-Banking Quality and Bank Reputation," Sustainability, MDPI, vol. 12(10), pages 1-18, May.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:10:p:4315-:d:362674
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    References listed on IDEAS

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