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Assessing Mobile Banking Service Quality Dimensions Using Multi-Criteria Decision Making

In: Future of Work and Business in Covid-19 Era

Author

Listed:
  • Ashwarya Kapoor

    (J. C. Bose University of Science and Technology, YMCA)

  • Rajiv Sindwani

    (J. C. Bose University of Science and Technology, YMCA)

  • Manisha Goel

    (J. C. Bose University of Science and Technology, YMCA)

Abstract

The usage of mobile banking (m-banking) services is becoming ubiquitous as it is an economical means of delivering banking services. This research proposes 08 critical m-banking service quality dimensions based on systematic review of literature and discussion with expert. A relatively new and efficacious multi-criteria decision-making approach named best worst method (BWM) has been applied to assess and prioritise m-banking service quality dimensions. Results of the study exhibited “reliability and security” as the most critical determinant of m-banking service quality. Findings of the study will be fruitful for both the industry and academics. It will apprise m-banking service providers about critical service quality dimensions that require due emphasis for attaining competitive advantage.

Suggested Citation

  • Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2022. "Assessing Mobile Banking Service Quality Dimensions Using Multi-Criteria Decision Making," Springer Proceedings in Business and Economics, in: Rabi Narayan Subudhi & Sumita Mishra & Abu Saleh & Dariush Khezrimotlagh (ed.), Future of Work and Business in Covid-19 Era, pages 131-147, Springer.
    • Handle: RePEc:spr:prbchp:978-981-19-0357-1_12
    DOI: 10.1007/978-981-19-0357-1_12
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