Service quality in mobile banking

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.