Assessing Mobile Banking Service Quality Dimensions Using Multi-Criteria Decision Making

Ashwarya Kapoor (), Rajiv Sindwani and Manisha Goel
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Ashwarya Kapoor: J. C. Bose University of Science and Technology, YMCA
Rajiv Sindwani: J. C. Bose University of Science and Technology, YMCA
Manisha Goel: J. C. Bose University of Science and Technology, YMCA

A chapter in Future of Work and Business in Covid-19 Era, 2022, pp 131-147 from Springer

Abstract: Abstract The usage of mobile banking (m-banking) services is becoming ubiquitous as it is an economical means of delivering banking services. This research proposes 08 critical m-banking service quality dimensions based on systematic review of literature and discussion with expert. A relatively new and efficacious multi-criteria decision-making approach named best worst method (BWM) has been applied to assess and prioritise m-banking service quality dimensions. Results of the study exhibited “reliability and security” as the most critical determinant of m-banking service quality. Findings of the study will be fruitful for both the industry and academics. It will apprise m-banking service providers about critical service quality dimensions that require due emphasis for attaining competitive advantage.

Keywords: Mobile banking; Service quality dimensions; Multi-criteria decision making; Best worst method; Prioritisation (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-19-0357-1_12

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DOI: 10.1007/978-981-19-0357-1_12

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