m-Banking Quality and Bank Reputation

Mirjana Pejić Bach (), Berislava Starešinić, Mislav Ante Omazić, Ana Aleksić and Sanja Seljan
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Berislava Starešinić: Privredna banka Zagreb, 10000 Zagreb, Croatia
Mislav Ante Omazić: Faculty of Economics and Business, University of Zagreb, 10000 Zagreb, Croatia
Ana Aleksić: Faculty of Economics and Business, University of Zagreb, 10000 Zagreb, Croatia
Sanja Seljan: Department of Information and Communication Sciences, Faculty of Humanities and Social Sciences, University of Zagreb, Ivana Lučića 3, 10000 Zagreb, Croatia

Sustainability, 2020, vol. 12, issue 10, 1-18

Abstract: m-Banking is developed to support the clients in using various banking services, by using their mobile phones, thus allowing them to overcome the barriers in terms of time and location. Clients are increasingly using m-banking, so for some of them, this is the most used way of communication with the bank and doing banking transactions. Therefore, high-quality m-banking services significantly impact trust towards the bank, and it can influence bank reputation. Given the influence of m-banking, as well as the importance of its perceived quality, the paper aims to investigate the elements of m-banking quality, and to analyze the relation between m-banking quality and bank reputation. We investigate several dimensions of m-banking (safety, simplicity, and variety of m-banking services), and their impact on perceived m-banking quality. Besides, we examine the effect of perceived m-banking quality to bank reputation. For the analysis of these relationships, we use structural equation modeling, based on the survey results on a sample of clients of major banks in Croatia. Results of empirical research indicate that safety, simplicity, and a variety of m-banking services have a significant impact on the perceived m-banking quality, which, in turn, has a positive impact on the bank’s reputation.

Keywords: m-banking; service quality; bank reputation; ICT in banks (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:12:y:2020:i:10:p:4315-:d:362674

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