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Exploring the Dimensions of Mobile Banking Service Quality: Implications for the Banking Sector

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  • Nabila Nisha

    (Department of Accounting and Finance, North South University, Dhaka, Bangladesh)

Abstract

Today, mobile phone is an essential part of the lives of most people – a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial delivery services provided by banks. The aim of this paper is to examine the underlying factors and service qualities that can influence customers' behavioral intentions towards the use of mobile banking services in Bangladesh. The hybrid model in this study identifies service qualities like reliability, privacy, information quality, responsiveness and empathy that capture customers' overall perceptions of the performance of mobile banking services. In addition, other factors like performance expectancy, effort expectancy and facilitating conditions significantly influence customers' intention to use such services. Implications of these findings provide practical recommendations to banking industry, and directions for further work from the perspective of Bangladesh.

Suggested Citation

  • Nabila Nisha, 2016. "Exploring the Dimensions of Mobile Banking Service Quality: Implications for the Banking Sector," International Journal of Business Analytics (IJBAN), IGI Global, vol. 3(3), pages 60-76, July.
    • Handle: RePEc:igg:jban00:v:3:y:2016:i:3:p:60-76
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    Cited by:

    1. Jorge Andrés-Sánchez & Laura González-Vila Puchades & Mario Arias-Oliva, 2023. "Factors influencing policyholders' acceptance of life settlements: a technology acceptance model," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 48(4), pages 941-967, October.
    2. 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.
    3. Dai Thich Phan, 2020. "I have seen the future, and it rings - What we know about mobile banking research," Theory Methodology Practice (TMP), Faculty of Economics, University of Miskolc, vol. 16(02), pages 69-79.
    4. Jadil, Yassine & Rana, Nripendra P. & Dwivedi, Yogesh K., 2021. "A meta-analysis of the UTAUT model in the mobile banking literature: The moderating role of sample size and culture," Journal of Business Research, Elsevier, vol. 132(C), pages 354-372.

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