Exploring the Dimensions of Mobile Banking Service Quality: Implications for the Banking Sector

Exploring the Dimensions of Mobile Banking Service Quality: Implications for the Banking Sector

Nabila Nisha (Department of Accounting and Finance, North South University, Dhaka, Bangladesh)
Copyright: © 2016 |Pages: 17
DOI: 10.4018/IJBAN.2016070104
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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.
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Literature Review

To further the objectives of this study, the current practice of mobile banking services and its implications in Bangladesh, followed by the research platform and finally, the theoretical background of the proposed service quality determinants has been discussed to determine the gaps for the study.

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