Naslov
PERCEIVED MOBILE BANKING SERVICE QUALITY BY USERS IN CROATIA

Autori
Benazić, Dragan

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Economic and Social Development (Book of Proceedings), 94th International Scientific Conference on Economic and Social Development - "The Dark Side of Management and Governance: power, ideology, tensions, and destructive traits" (XI. OFEL) / Tipurić, Darko ; Marić, Matija - Zagreb : Varaždin : VADEA ; Sveučilište Sjever ; Centar za istraživanje i razvoj upravljanja (CIRU) ; Sveučilište u Dubrovniku, 2023, 93-103

Skup
94th International Scientific Conference on Economic and Social Development - "The Dark Side of Management and Governance: power, ideology, tensions, and destructive traits" (XI. OFEL)

Mjesto i datum
Dubrovnik, Hrvatska, 31.03.2023. - 01.04.2023

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
mobile banking services, service quality, E-S-QUAL model

Sažetak
Due to changes in banking consumer behavior, development of technology and impact of competition, especially from digital banks, mobile banking services are gaining importance for commercial banks. Accordingly, it is essential that commercial banks deliver the appropriate mobile banking service quality level to meet customer expectations. Service quality affects customer satisfaction and loyalty and reduces consumer-perceived risks. To ensure the appropriate level of mobile banking service quality, quality should first be defined and measured. In scientific literature there is no generally accepted model i.e. scale to measure the service quality offered by mobile banking services. Based on the results of the empirical research conducted on a sample of mobile banking users in Croatia, this paper tested the adapted and extended E-S-QUAL service quality model. The findings of this study showed that perceived quality of m-banking service can be determined using seven dimensions of service quality, namely Application Visual Attractiveness, Availability, Fulfillment/Reliability, Privacy and Security, Information Quality and Interactivity. Furthermore, the research findings and the model’s quality indices indicated that it is better to define perceived quality of m-banking service as a first-order factor model. The research results can help managers to better manage consumer-perceived quality of their mobile banking service through more investment in key aspects of the service. Finally, this study provides a basis for further development and adaptation of perceived service quality model and for development of a scale to measure perceived service quality.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA