scholarly journals Service Quality of Mobile Banking Services in ICICI Bank Limited

2019 ◽  
Vol 12 (05) ◽  
pp. 649-664 ◽  
Author(s):  
R. Ayswarya ◽  
D. Sarala ◽  
P. Muralidharan ◽  
M. Ilankadhir
Keyword(s):  
Service Quality ◽  
Mobile Banking ◽  
Banking Services

scholarly journals An Enhanced Model For E-Service Quality of Mobile Banking

2021 ◽  
Vol 12 (3) ◽  
pp. 2094-2099
Author(s):  
Jude N. Owuamanam Et.al
Keyword(s):  
Service Quality ◽  
Mobile Banking ◽  
Web Based ◽  
Banking Services ◽  
Electronic Service ◽  
User Intentions ◽  
Self Service ◽  
Improved Model ◽  
Rapid Drop

The increasing growth in mobile device users and the rapid drop in conventional and mobile data charges have given way for a provision of banking services and mobile banking to be precise. Banks are now extending their services from traditional means of banking to a self-service system. Recently, mobile banking has been growing exponentially, but there is still a lack of confidence by the users because of low e-service quality of mobile banking. Researchers have done many works on mobile banking but were focused more on adoption and user intentions which contributes to the marketing and promotion of mobile banking. Mobile banking has some specific characteristic which makes it different from other web-based e-services. So the previous studies lack specific in-depth mobile banking e-service quality, such as failure to define the e-service quality of mobile banking and identification of mobile banking dimensions. This study identified mobile banking's dimensions and attributes that received less attention and suggested an improved model for mobile banking's electronic service quality.

Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah

2020 ◽  
Vol 19 (3) ◽  
pp. 134-158
Author(s):  
Yulia Widi Astuti ◽  
Ratno Agriyanto ◽  
Ahmad Turmudzi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Service Users ◽  
Mobile Banking ◽  
Banking Services ◽  
Insignificant Effect ◽  
Banking Service ◽  
The City

This study analyzes the effect of service quality, customer value, trust and satisfaction on customer loyalty at Bank Syariah Mandiri. The problem in this research is: how to increase customer loyalty of mobile banking service users at BSM. This study used 100 respondents using mobile banking services at BSM in the city of Semarang. Data analysis using SEM with the Smart PLS 3 computer program. The results showed that, among other things, service quality had a positive and insignificant effect on loyalty. Customer value has a positive and significant effect on loyalty. The effect of trust on customer loyalty has a positive and insignificant effect. Meanwhile, satisfaction has a positive and significant effect on loyalty.

scholarly journals CROSS COUNTRY ANALYSIS OF ONLINE BANKING SERVICE QUALITY IN SOUTH AFRICA AND INDONESIA

2020 ◽  
Vol 8 (4) ◽  
pp. 194-203
Author(s):  
Johan W de Jager ◽  
◽  
Nuri Wulandari ◽  
Elizma Wannenburg ◽  
◽  
...  
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Online Banking ◽  
High Tech ◽  
Banking Services ◽  
Banking Service ◽  
Country Analysis ◽  
Cross Country ◽  
Automatic Teller Machines

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

scholarly journals Impact of Information and Communication Technology on Service Quality of Banking Sector: A Comparative Study of Private and Public Sector Banks in Gwalior and Chambal Region

2017 ◽  
Vol 7 (1) ◽  
pp. 20
Author(s):  
Anil Vashisht
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Public Sector Banks ◽  
Effective Implementation ◽  
Private And Public ◽  
Information And Communication ◽  
The Impact ◽  
Adoption Pattern

<div><p><em>This paper studies the impact of IT in the service quality of banking sector. The purpose of the intended research involves determining bank adoption pattern of electronic media, factors constituting drivers and inhibitors for bank adoption, dimensionality of e-banking services quality as affected by IT, and customer adoption of such services. The study has also highlighted the determinants of service quality are directly influenced by IT and to explore what are the enabling and retarding factors for effective implementation and upsurge of IT system in banks.</em></p></div>

scholarly journals A comparative analysis of interface quality of mobile access to the services of selected banks

2017 ◽  
Vol 5 ◽  
pp. 159-166
Author(s):  
Marcin Kurzyna ◽  
Damian Matysiak ◽  
Marek Miłosz
Keyword(s):  
Comparative Analysis ◽  
Mobile Banking ◽  
Mobile Platforms ◽  
Interface Quality ◽  
Banking Services ◽  
Mobile Access ◽  
Main Factors

This paper is focused on comparison of interface quality of mobile access to the services of selected banks. Main factors, which wereused in the comprising process are: safety, availability on the mobile platforms, time and simplicity of task performing, intelligibility, design, comfort, number of functions. Research was made using 4 methods: surveys, corridor tests, expert tests and eyetracking. As a result T-Mobile Banking Services won in three categories: intelligibility, design and simplicity while mBank is better in responsiveness, availability and has more functions to offer

scholarly journals THE EFFECT OF SERVICE QUALITY AND PERCEPTION OF FINANCING MARGINS ON FINANCING DECISIONS AND ITS IMPACT ON CUSTOMER SATISFACTION

2021 ◽  
Vol 3 (1) ◽  
pp. 78-93
Author(s):  
Vironica Nurani Yonatan ◽  
Mohamad Rizan ◽  
Saparuddin Mukhtar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Structural Equation ◽  
Equation Modeling ◽  
Banking Services ◽  
Financing Decisions ◽  
Analysis Technique ◽  
Start Ups

The rise of digitalization of financial services has led to the emergence of many fintech (financial techology) start-ups. However, because fintech startups have several risks, the Bank remains the main option in selecting financing / credit service products for bankable people. This research was conducted at PT Bank Syariah Mandiri with a purposive sampling method. The data was collected by distributing questionnaires using a Likert scale. The analysis technique used is Structural Equation Modeling (SEM) to calculate the effect of each variable. The results of the study reveal that service quality has a positive and significant effect on the decision to request financing, the perception of the margin of financing has a positive and significant effect on the decision on financing application, the quality of service has no positive and insignificant effect on customer satisfaction, the perception of the size of the financing margin has a positive and significant effect on satisfaction. Customer, the decision to request financing has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, which is mediated by the decision on a financing request, the perception of the size of the financing margin has a positive and significant effect on the variable of customer satisfaction, which is mediated by the variable of financing request decision. Based on the result, banking services can increase financing margins that this is can relate with customer purchasing decision.

scholarly journals Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

2018 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Imam Safi'i
Keyword(s):  
Customer Satisfaction ◽  
Mobile Banking ◽  
Kano Model ◽  
Banking Services ◽  
One Dimensional ◽  
Model Method ◽  
Dimensional Classification ◽  
Fast Application

This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification

scholarly journals Millennial loyalty towards artificial intelligence-enabled mobile banking. Evidence from Indonesian Islamic banks

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dwi Suhartanto ◽  
Moch Edman Syarief ◽  
Ade Chandra Nugraha ◽  
Tintin Suhaeni ◽  
Ambia Masthura ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Service Quality ◽  
Islamic Law ◽  
Partial Least Square ◽  
Least Square ◽  
Relative Advantage ◽  
Mobile Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Content Type

Purpose This study aims to examine factors driving millennial loyalty towards artificial intelligence (AI)-enabled mobile banking services in Islamic banks. Design/methodology/approach This research collected the data from 204 millennial customers of Islamic banks in Aceh, Indonesia. Partial least square (PLS) was used to evaluate the effect of service factors (the need for service and service quality), technology-based factors (attitudes towards AI, relative advantage, security and trust) and religiosity on millennial loyalty towards AI-enabled mobile banking. Findings This inquiry reveals that service quality, attitude towards AI and trust are determinants important for millennial loyalty towards AI-enabled mobile banking. Further, this research notes the significant role of religiosity on millennial loyalty towards mobile banking services. Practical implications This study suggests Islamic banks focus on developing millennial trust and attitude towards AI to increase their loyalty towards AI-enabled mobile banking services. Further, Islamic banks operation that complies with Islamic law is strongly suggested to develop millennial loyalty. Originality/value To the best of the authors’ knowledge, this is the first study that tries to scrutinize loyalty towards AI-enabled mobile banking.

Exploring the Dimensions of Mobile Banking Service Quality

2016 ◽  
Vol 3 (3) ◽  
pp. 60-76 ◽  
Author(s):  
Nabila Nisha
Keyword(s):  
Mobile Phone ◽  
Information Quality ◽  
Banking Sector ◽  
Service Providers ◽  
Mobile Banking ◽  
Banking Services ◽  
Banking Service ◽  
Delivery Services ◽  
Facilitating Conditions

Today, mobile phone is an essential part of the lives of most people – a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial delivery services provided by banks. The aim of this paper is to examine the underlying factors and service qualities that can influence customers' behavioral intentions towards the use of mobile banking services in Bangladesh. The hybrid model in this study identifies service qualities like reliability, privacy, information quality, responsiveness and empathy that capture customers' overall perceptions of the performance of mobile banking services. In addition, other factors like performance expectancy, effort expectancy and facilitating conditions significantly influence customers' intention to use such services. Implications of these findings provide practical recommendations to banking industry, and directions for further work from the perspective of Bangladesh.

From Mobile Service Quality Evaluation to E-Word-Of-Mouth: What Makes the Users of Mobile Banking Applications Speak About the Bank?

2018 ◽  
Vol 10 (2) ◽  
pp. 36-57 ◽  
Author(s):  
Amira Trabelsi Zoghlami ◽  
Karim Ben Yahia ◽  
Sarra Berraies
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Word Of Mouth ◽  
Mobile Service ◽  
Mobile Banking ◽  
Banking Services ◽  
Brand Reputation ◽  
Service Quality Evaluation ◽  
Mobile Banking Applications ◽  
Positive Effect

The purpose of the present article is to explore the electronic word-of-mouth (e-WOM) determinants in a mobile banking context such as e-service quality, e-satisfaction, e-trust and e-loyalty. It also examines the moderating role played by brand reputation in the relation between e-loyalty and e-WOM. A survey was conducted with 256 users of mobile bank applications. The findings illustrate the positive effect of e-service quality components such as information quality, security and reliability on e-satisfaction and e-trust as well as the effect on e-loyalty. It was also found that e-loyalty can be a determinant of e-WOM. Brand reputation has a moderating effect on the relation between e-loyalty and e-WOM. This article is interesting for the practitioners by bringing tracks of improvement for banking services proposed to the customer.

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