2018
DOI: 10.1504/ijmc.2018.10007782
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Upgrading service quality of mobile banking

Abstract: This study combines the opinions of consumers and experts (managers and scholars) and employs the four-phase research methods (IPGA, DEMATEL, QFD and MBO) in order to determine the key factors for the superior service of mobile banking. The results of IPGA and DEMATEL show a total of 7 critical service quality factors that need to be improved for mobile banking. According to the QFD results, 6 service quality improvement strategies have been developed, and the sequence of improvements is adequately discussed h… Show more

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Cited by 5 publications
(2 citation statements)
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“…Correlating with the increase in numbers, recent literature has also paid particular attention to comprehending MB technology (Alkhaldi and Kharma, 2019;Changchit et al, 2020;Chawla and Joshi, 2019;Chien et al, 2018;Choudrie et al, 2018;Foroughi et al, 2019;Merhi et al, 2020;Picoto and Pinto, 2021;Singh and Srivastava, 2020;Souiden et al, 2021;Vasudeva and Chawla, 2019). It is the service channel for banking whose way was paved by the advances in digital technologies and smartphones and their widespread use.…”
Section: Consumer Compatibility and Bank Reputation 417mentioning
confidence: 99%
See 1 more Smart Citation
“…Correlating with the increase in numbers, recent literature has also paid particular attention to comprehending MB technology (Alkhaldi and Kharma, 2019;Changchit et al, 2020;Chawla and Joshi, 2019;Chien et al, 2018;Choudrie et al, 2018;Foroughi et al, 2019;Merhi et al, 2020;Picoto and Pinto, 2021;Singh and Srivastava, 2020;Souiden et al, 2021;Vasudeva and Chawla, 2019). It is the service channel for banking whose way was paved by the advances in digital technologies and smartphones and their widespread use.…”
Section: Consumer Compatibility and Bank Reputation 417mentioning
confidence: 99%
“…Correlating with the increase in numbers, recent literature has also paid particular attention to comprehending MB technology (Alkhaldi and Kharma, 2019; Changchit et al. , 2020; Chawla and Joshi, 2019; Chien et al. , 2018; Choudrie et al.…”
Section: Introductionmentioning
confidence: 99%