No abstract

Mobile wallets (m-wallet) have played a prominent role in changing our system of payment from cash to digital payment. The current study employs a systematic review of articles published on m-wallets between January 2008 and January 2020. To identify the relevant studies, research databases are searched using different keywords. Research articles published on m-wallets are selected based on particular inclusion criteria and clustered on the basis of keywords, abstract and title. To ensure a reasonable accuracy in the selection and grouping of published literature, suggestions of experts are taken into consideration. The articles on m-wallets are categorized on the basis of their themes. Eight dominant themes are identified by the authors. The findings suggest that although m-wallets have been in existence for more than a decade, there is hardly any study related to m-wallet service quality measurement. Thus, the authors propose 10 dimensions to measure the service quality of m-wallets based on the extensive review of studies on electronic services (e-services) and m-wallets. The proposed dimensions of m-wallet service quality are prioritized using the fuzzy Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS) approach. The m-wallet service quality dimensions proposed in the article will help practitioners to develop strategies for building a customer base. Moreover, the results of the fuzzy TOPSIS technique employed in this study will apprise managers about critical quality factors that need sincere attention for gaining competitive advantage and retaining customers.

The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalization is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focused upon for increasing customer loyalty.

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions about TBSSB services and enlighten banks about the aspects of services to be focused.

No abstract