Mobile banking service quality and customer relationships

Arcand, Manon; Tep, Sandrine Prom; Brun, Isabelle; Rajaobelina, Lova

doi:10.1108/ijbm-10-2015-0150

Cited by 202 publications

(279 citation statements)

References 112 publications

(149 reference statements)

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“…There are studies conducted which have identified that perception and satisfaction is gender based in case of mobile wallet usage [10] [11]. It has been examined empirically by Arcand et al [12] that dimensions of mobile banking service quality (e.g security/privacy, design/aesthetics, sociality and enjoyment) impacts the relationship quality (e.g. trust, commitment and satisfaction).…”

Section: Literature Reviewmentioning

confidence: 99%

A Move towards Cashless Economy: A Case of Continuous Usage of Mobile Wallets in India

Routray¹,

Khurana²,

Payal³

et al. 2019

TEL

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Purpose: India is trying to move from cash-dominant economy to cashless economy using digital technologies namely mobile wallets and digital money. A large number of companies have launched their mobile wallet services and people have also rapidly adopted of mobile wallets. However, there is lot of user switching among mobile wallets of different service providers. In such a scenario, it becomes imperative for the mobile wallet service providers to understand the quality factors that support continuous intention of use of mobile wallets by the customers. Very few researchers have focused on the quality aspects as antecedents of the mobile wallets usage like information quality, system quality and service quality. This research study aims to fill this gap by analyzing a research model integrating the two concepts of technology acceptance and quality. Research Methodology: Data were collected from mobile wallet users in India. Structural Equation modelling was used to analyze the data. Findings: The study found that information quality of the mobile wallets significantly impacts perceived usefulness however a significant impact of system quality and service quality on perceived usefulness was not found. The study found that system quality and service quality of the mobile wallets significantly impacts perceived security. Perceived usefulness and perceived security were found to have significant impact on continuous intention to use among the mobile wallet users. Originality: This study will provide insights to the technology developers, managers and mobile payment service providers to focus on the quality aspects of the technology along with the value proposition. This is one of the few research studies to study the quality aspects of the mobile wallets as a technology.

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Section: Literature Reviewmentioning

confidence: 99%

A Move towards Cashless Economy: A Case of Continuous Usage of Mobile Wallets in India

Routray¹,

Khurana²,

Payal³

et al. 2019

TEL

View full text Add to dashboard Cite

show abstract

“…The dimension of mobile service quality still be varied. The table 1 represented dimensions of mobile service quality explained by Arcand, PromTep, Brun, and Rajaobelina (2017). Security is no longer an afterthought in anyone's software design and development process rather it is a fundamental dimension for driving Internet banking and mobile banking adoption.…”

Section: Mobile Service Quality (Msq)mentioning

confidence: 99%

Mobile Banking Adoption in Thailand: An Integration of Technology Acceptance Model and Mobile Service Quality

Puriwat¹,

Tripopsakul²

2017

ERSJ

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The purpose of this study is to investigate the factors that influence a consumer's intentions to use mobile banking. A web-based survey was employed to collect data from 348 samples of all owners of a mobile device and have experienced with mobile banking applications provide by private banks in Thailand. The proposed model of mobile banking adoption in this study was based on the Technology Acceptance Model (TAM) and Mobile Service Quality (MSQ). Structural equation modeling (SEM) was used to analyze the data. The results revealed that support for the positive effect of perceived ease of use, perceived usefulness and mobile service quality toward mobile banking adoption intentions. Therefore, Banks should emphasize on strategies to enhance benefit perceptions of mobile banking by taking these factors into account. This study is also one of the first to examine a combined TAM and MSQ model in the context of m-banking adoption. Theoretical and practical implications of results are discussed in the paper.

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“…In the online context, a number of authors have stressed a conceptualization of relationship quality with independent dimensions, considering it to be made up of components of trust, commitment, and satisfaction (Arcand, Promtep, Brun, & Rajaobelina, 2017;Brun et al, 2014;Chung & Shin, 2010;Walsh, Hennig-Thurau, Sassenberg, & Bornemann, 2010). Thus, in the present study, we have conceptualized online relationship quality using three key dimensions of trust, satisfaction, and commitment as related but independent constructs.…”

Section: Relationship Qualitymentioning

confidence: 94%

Dynamics of Online Relationship Marketing: Relationship Quality and Customer Loyalty in Iranian banks

Garepasha

Aali

Zendeh

et al. 2020

RBGN

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Purpose-The purpose of this paper is to show the dynamics of relationship marketing in e-banking by examining the association between relationship quality and online customer loyalty at different stages of the relationship lifecycle. Design/methodology/approach-A sample of 651 customers of Iranian banks in East Azerbaijan Province who had used online banking services was selected for the study after completing a questionnaire. The research hypotheses were tested using structural equation modeling and the AMOS23 software. Findings-The results showed that the level of the customer relationship determines the effect of relationship quality on customer loyalty in e-banking. Specifically, the effect of online commitment on customer loyalty decreases over time. In addition, as the relationship develops between the customer and the business, the influence of online trust on loyalty increases. Originality/value-The main contribution of this paper is it enriches the relationship marketing literature with respect to the dynamics of relationships by challenging the effectiveness of relationship marketing, especially the use of the same relational constructs (online satisfaction, trust, and commitment) for customers at different stages of the relationship lifecycle.

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Mobile banking service quality and customer relationships

Cited by 202 publications

References 112 publications

A Move towards Cashless Economy: A Case of Continuous Usage of Mobile Wallets in India

A Move towards Cashless Economy: A Case of Continuous Usage of Mobile Wallets in India

Mobile Banking Adoption in Thailand: An Integration of Technology Acceptance Model and Mobile Service Quality

Dynamics of Online Relationship Marketing: Relationship Quality and Customer Loyalty in Iranian banks

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