A study on factors affecting service quality and loyalty intention in mobile banking

被引：75

作者：

Zhou, Qingji ^{[1
,2
]}

Lim, Fong Jie ^{[3
]}

Yu, Han ^{[1
,3
]}

Xu, Gaoqian ^{[4
]}

Ren, Xiaoyu ^{[4
]}

Liu, Dan ^{[4
]}

Wang, Xiangxin ^{[4
]}

Mai, Xinda ^{[4
]}

Xu, Hong ^{[1
,5
]}

机构：

[1] Nanyang Technol Univ, Joint NTU WeBank Res Ctr Fintech, Singapore, Singapore

[2] Tianjin Univ, Sch Marine Sci & Technol, Tianjin, Peoples R China

[3] Nanyang Technol Univ, Sch Comp Sci & Engn, Singapore, Singapore

[4] WeBank, WeUX, Shenzhen, Peoples R China

[5] Nanyang Technol Univ, Sch Social Sci, Singapore, Singapore

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2021年 / 60卷

关键词：

Mobile banking; Service quality; Loyalty intention; Structural equation modelling; CUSTOMER SATISFACTION; BEHAVIORAL INTENTION; DOMINANCE ANALYSIS; SYSTEMS SUCCESS; CONSUMER TRUST; MCLEAN MODEL; WEB SITE; ADOPTION; UTAUT; ANTECEDENTS;

D O I：

10.1016/j.jretconser.2020.102424

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Mobile banking (MB) is one of the most recent innovations for financial sectors which could have practical value to both users and banks. This study aims to explore the dimensions affecting mobile banking loyalty intention and examine their interrelationships and effects on service quality and loyalty. By referring to service quality model, customised factors affecting mobile banking service quality and loyalty intention were proposed. Survey data were collected from 224 mobile banking users and were analysed based on structural equation modelling (SEM). The results of SEM analysis directly or indirectly highlight the importance of the interface design, system quality, security assurance and service quality in mobile banking loyalty intention. Meanwhile, the implications of the findings on both theoretical and managerial are discussed, as well as the limitation of this study.

引用

页数：8

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