Service quality in mobile banking
Journal
International Journal of Bank Marketing
Date Issued
2024-11
Author(s)
Rasul, Tareq
Marc Lim, Weng
Ladeira, Wagner Junior
De Oliveira Santini, Fernando
DOI
https://doi.org/10.1108/IJBM-02-2024-0105
Abstract
Purpose – The rise of mobile technologies has driven rapid growth in mobile banking (m-banking), making service quality a central area of inquiry for researchers and industry practitioners alike. Despite this focus, understanding of service quality in m-banking remains fragmented. In this regard, this article endeavors to provide a comprehensive, state-of-the-art overview of service quality in m-banking. Design/methodology/approach – Drawing on a systematic review of 71 studies, this article explores the concept of service quality in m-banking through the lens of theories, constructs, contexts, and methods (TCCM), revealing the multifaceted nature of service quality and its role in m-banking. Findings – The review underscores the multifaceted nature of service quality and its pivotal role in steering pivotal customer-centric outcomes in m-banking. Introducing the stimulus-organism-response (S-O-R) framework into the discourse of m-banking, the review reveals a range of quality-, system success-, and userbased stimuli, affecting m-banking users’ attitude, brand attachment, flow, and trust, thus shaping their intended and actual behavior, including usage, satisfaction, loyalty, and word-of-mouth. Further scrutiny underscores
opportunities for renewed endeavors to bridge identifiable gaps by harnessing mixed methods, exploring new constructs, probing demographic and cross-cultural variations, and forging new instruments tailored to evaluate contemporary m-banking service quality.
Originality/value – This review distinguishes itself by providing a comprehensive and systematic exploration of service quality in m-banking through the lens of TCCM. Unlike previous studies that often focus on isolated aspects, this review integrates diverse perspectives to offer a holistic understanding of service quality in m-banking. Employing the S-O-R framework, this review not only maps the pathways from service quality stimuli to user responses but also identifies critical gaps and promising directions.
opportunities for renewed endeavors to bridge identifiable gaps by harnessing mixed methods, exploring new constructs, probing demographic and cross-cultural variations, and forging new instruments tailored to evaluate contemporary m-banking service quality.
Originality/value – This review distinguishes itself by providing a comprehensive and systematic exploration of service quality in m-banking through the lens of TCCM. Unlike previous studies that often focus on isolated aspects, this review integrates diverse perspectives to offer a holistic understanding of service quality in m-banking. Employing the S-O-R framework, this review not only maps the pathways from service quality stimuli to user responses but also identifies critical gaps and promising directions.
Subjects