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Service Quality of Mobile Banking Systems


  • Ching-Yi Lin

    (Chinese Culture University, Taiwan)

  • Steve Kuang-Hsun Shih

    (Toko University, Taiwan)


This study aimed to promote the use of mobile transaction services and summarize 13 service items affecting mobile banking transactions, functional programs, and accessibility programs. Furthermore, this study designed questionnaire using ANP (the Analytic Network Process). Three experts from the financial industry and academia with more than five years of working experience were invited to compute the weights and find out the optimum program accordingly. Suggestions were proposed for functional programs that could be provided to the banking industry as a basis for decision-making regarding service systems and service quality enhancement, thus further boosting user confidence in the transaction platforms of mobile banking systems.

Suggested Citation

  • Ching-Yi Lin & Steve Kuang-Hsun Shih, 2013. "Service Quality of Mobile Banking Systems," Active Citizenship by Knowledge Management & Innovation: Proceedings of the Management, Knowledge and Learning International Conference 2013, ToKnowPress.
  • Handle: RePEc:tkp:mklp13:515-521

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    Cited by:

    1. Velmurugan, Manivannan Senthil, 2017. "Sustainable perspectives on energy consumption, EMRF, environment, health and accident risks associated with the use of mobile phones," Renewable and Sustainable Energy Reviews, Elsevier, vol. 67(C), pages 192-206.
    2. Eliza Chilimoniuk-Przeździecka & Andżelika Kuźnar, 2016. "Znaczenie usług w globalnych łańcuchach wartości," Gospodarka Narodowa, Warsaw School of Economics, issue 5, pages 141-156.

    More about this item


    mobile banking system; service quality; ANP;


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