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Service Quality of Mobile Banking Systems

Ching-Yi Lin and Steve Kuang-Hsun Shih
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Ching-Yi Lin: Chinese Culture University, Taiwan
Steve Kuang-Hsun Shih: Toko University, Taiwan

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Abstract: This study aimed to promote the use of mobile transaction services and summarize 13 service items affecting mobile banking transactions, functional programs, and accessibility programs. Furthermore, this study designed questionnaire using ANP (the Analytic Network Process). Three experts from the financial industry and academia with more than five years of working experience were invited to compute the weights and find out the optimum program accordingly. Suggestions were proposed for functional programs that could be provided to the banking industry as a basis for decision-making regarding service systems and service quality enhancement, thus further boosting user confidence in the transaction platforms of mobile banking systems.

Keywords: mobile banking system; service quality; ANP (search for similar items in EconPapers)
Date: 2013
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