m-Banking Quality and Bank Reputation

Bach, Mirjana Pejić; Starešinić, Berislava; Omazić, Mislav Ante; Aleksić, Ana; Seljan, Sanja

doi:10.3390/su12104315

Cited by 29 publications

(18 citation statements)

References 60 publications

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“…I do all kinds of things with it, transfers credit/debit, utility bill payment (sic)”. This dimension of m-banking service quality has also been mentioned in earlier literature (Pejić Bach et al. , 2020).…”

Section: Resultssupporting

confidence: 65%

Exploring mobile banking service quality dimensions in Pakistan: a text mining approach

Hussain

Hannan

Shafiq

2023

IJBM

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PurposeCustomer reviews of mobile banking (m-banking) apps contain the most direct and first-hand accounts of customer experiences with m-banking. However, surprisingly little effort has been made to understand m-banking service quality using these reviews. Therefore, this study aims to discover m-banking service quality dimensions from customers' reviews of the m-banking apps through a text mining approach.Design/methodology/approachReviews of m-banking apps of 24 banks operating in Pakistan were scraped from Google Play Store. Latent Dirichlet allocation (LDA) method was applied to discover the dimensions of m-banking service quality from 24,529 positive and 29,569 negative useable reviews.FindingsDifferent dimensions of m-banking service quality are discussed in positive and negative reviews. Positive reviews focus on security, convenience, ease of use, continuous improvement, usefulness and app attributes, whereas negative reviews discuss system availability, responsiveness, faulty updates, login problems and reliability.Research limitations/implicationsThe results are based only on customer reviews in one country and generalization may not be possible. Moreover, due to the unavailability of demographic information about reviewers, the effect of demographic characteristics on users' perceptions of m-banking quality could not be determined.Practical implicationsThe study provides managers with useful insights to improve the service experience of m-banking customers. The study also demonstrates how managers can employ text analytical techniques to assess and improve the quality of m-banking services.Originality/valueIn addition to enriching the understanding of m-banking quality based on direct and first-hand user experiences, the current study also provides initial evidence for the two-factor structure of m-banking service quality.

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Section: Resultssupporting

confidence: 65%

Exploring mobile banking service quality dimensions in Pakistan: a text mining approach

Hussain

Hannan

Shafiq

2023

IJBM

View full text Add to dashboard Cite

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“…From these results, it is likely that the hypothesis test results will also lead to the same thing, namely that there is no difference. The best average value, which is 3.085, means the most transparent in disclosing sustainability reports (Bach et al, 2020;Dhawan et al, 2019). This shows that the economic indicators of construction companies in Indonesia and the world in 2017 are more transparent than the environmental and social indicators in presenting the disclosure of the GRI G4-based sustainability report.…”

Section: Resultsmentioning

confidence: 95%

A comprehensive study on the quality of sustainability reporting disclosure between Indonesia and other countries

Andriadi¹,

Werastuti²

2022

10.5267/j.ac

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The shift in the business paradigm towards a more sustainable one has placed a balance between people, profit and the planet as a corporate culture. However, based on previous empirical studies, very few companies have put sustainability as the soul of their business, especially in the types of industries that are not obliged to report their social responsibility activities. This study aims to compare the quality of the sustainability report based on the GRI G4 indicator for foreign and domestic companies engaged in construction services. The data was taken using a purposive method on construction service companies that published their 2017 sustainability reports and found 30 companies. The quality of the report is compared between the three indicators, namely economic, social and environmental. The results showed that in terms of quality of disclosure, there was no difference between domestic and foreign construction service companies, whether tested per category or tested collectively. The results of this study reinforce the previous finding that companies are still very dependent on the regulatory compliance approach only in implementing sustainability, especially in the construction service industry.

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“…Ramaswamy and Ozcan (2016) contended that user co-creation activities will have a profound impact on platform brand value. Bach et al (2020) proposed that customer perceived quality has a positive effect on the bank's reputation. A valuable extension of our research is to investigate from a brand perspective how user co-creation activities may affect the platform brand value.…”

Section: Discussionmentioning

confidence: 99%

How users' perceived prosumption activities influence co-creation experiences and co-creation intentions?

Lei

Zhu

et al. 2021

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PurposeThe paper aims to explore how perceived prosumer content quality (PPCQ) and perceived interaction quality (PIQ) improve users' co-creation experiences and subsequently influence their co-creation intentions in the future. In addition, the paper examines users' prosumer ability into consideration.Design/methodology/approachThe research model based on stimulus-organism-response (S-O-R) paradigm is developed to observe users' participation in value co-creation activities. In total, 318 valid responses were collected from a survey. Structural equation modeling was used to examine the model and Statistical Package for the Social Sciences (SPSS) PROCESS macro (Model 58) by Hayes was applied to investigate the moderating effect of prosumer ability in mediation paths.FindingsIt is observed that co-creation intention is determined by user-learning value, social-integrative value and hedonic value, which are influenced by PPCQ and PIQ. Besides, uses' prosumer ability moderates the indirect effects of PPCQ and PIQ on co-creation intentions through co-creation experiences.Research limitations/implicationsThe paper provides a prosumption perspective to explain users' co-creation intentions in social commerce and proposes the importance of user-learning, social-integrative and hedonic values in determining co-creation intentions.Practical implicationsSocial commerce platforms can encourage prosumption activities and cultivate multi-level prosumers to achieve a win–win situation.Originality/valueLittle prior research has explicitly examined how and why users participate in value co-creation activities in social commerce from prosumption perspective. The current paper seeks to fill this gap and open new avenues for other value co-creation researchers.

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m-Banking Quality and Bank Reputation

Cited by 29 publications

References 60 publications

Exploring mobile banking service quality dimensions in Pakistan: a text mining approach

Exploring mobile banking service quality dimensions in Pakistan: a text mining approach

A comprehensive study on the quality of sustainability reporting disclosure between Indonesia and other countries

How users' perceived prosumption activities influence co-creation experiences and co-creation intentions?

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