A study on factors affecting service quality and loyalty intention in mobile banking

Qingji Zhou, Fong Jie Lim, Han Yu, Gaoqian Xu, Xiaoyu Ren, Dan Liu, Xiangxin Wang, Xinda Mai and Hong Xu

Journal of Retailing and Consumer Services, 2021, vol. 60, issue C

Abstract: Mobile banking (MB) is one of the most recent innovations for financial sectors which could have practical value to both users and banks. This study aims to explore the dimensions affecting mobile banking loyalty intention and examine their interrelationships and effects on service quality and loyalty. By referring to service quality model, customised factors affecting mobile banking service quality and loyalty intention were proposed. Survey data were collected from 224 mobile banking users and were analysed based on structural equation modelling (SEM). The results of SEM analysis directly or indirectly highlight the importance of the interface design, system quality, security assurance and service quality in mobile banking loyalty intention. Meanwhile, the implications of the findings on both theoretical and managerial are discussed, as well as the limitation of this study.

Keywords: Mobile banking; Service quality; Loyalty intention; Structural equation modelling (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (24)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:60:y:2021:i:c:s0969698920314314

DOI: 10.1016/j.jretconser.2020.102424

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