• Proceedings of the CALSEC Conference
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• 2005.03a
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• pp.201-206
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• 2005

Our goal is aimed at positive-analyzing how quality level of mobile banking service is composed of by 22 questions from SERVQUAL of existing PZB. As a result of positive-analysis, 4 different factors-reliability, empathy, tangibilities, assurance- were deduced, different with 5 levels. Responsiveness is absorbed other dimensions. Also, we tried to find out the appropriate method between SERVQUAL method, showing the difference between the consumers' expectations and the assessment of the actual performance, and model of SERVPERF, measuring performance recognized points while dealing with the concept of SERVQUAL to scale the service qualities of mobile banking.

• Journal of the Korean Home Economics Association
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• v.47 no.1
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• pp.13-24
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• 2009

The purpose of this study was to examine the effects of banking service quality on consumer satisfaction and positive word-of-mouth. A total of 330 bank consumers were investigated between Sept. 11 and Oct. 11, 2006. After sorting through the data, the responses of 299 consumer ( > 24 yrs old) were used for analysis. SERVPERF, the performance component of the Service Quality scale (SERVQUAL), was used to measure the four dimensions of reliability, responsiveness/empathy, assurance, and tangibles. Responses were partitioned by age and gender. The major findings were as follows; The effect of service quality by SERVPERF on consumer satisfaction and positive word-of-mouth did not differ according to gender. However, positive recommendation in males was directy related to the technical quality evaluate. In females, higher the functional quality evaluate was directly related to higher positive word-of-mouth recommendation. The effect of service quality by SERVPERF on consumer satisfaction was not revealed differently according to age. However, with respect to respondents under the age of 45, tangibles and assurance had a positive relationship with word-of-mouth recommendation. Furthermore, the higher the functional quality evaluate, the higher the level of positive word-of-mouth. Responsiveness/empathy was the most significant factor on positive word-of-mouth recommendation in respondents over the age of 45. In this age group, the higher the technical quality evaluate, the higher the level of positive word-of-mouth recommendation. These results have implications for banking service managers, particularly in improving service quality to increase consumer satisfaction and positive word-of-mouth. Future research is needed to replicate this study using more broad and representative samples in order to test the generalization of these findings.

• Journal of Korean Society for Quality Management
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• v.43 no.1
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• pp.103-124
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• 2015

Purpose: This paper proposes a structured approach based on Quality Function Deployment (QFD) for service development in the banking industry. Methods: SERVQUAL is modified and adopted as a tool to understand customer requirements for the QFD. Fuzzy theory is used to resolve the subjectivity and ambiguity of customer requirements and satisfaction. This research also uses the importance- satisfaction model to construct an additional House of Quality (HOQ). A pair of houses of quality provides a confluence of results to avoid a risk of depending solely on the results of a single HOQ. Results: A case study is introduced with three domestic banks. Conclusion: The proposed approach effectively addresses a service development problem.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.2
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• pp.205-212
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• 2020

The article aims to identify the main factors affecting customers' decision to use mobile banking service in Vietnam, a case study in Thanh Hoa province. Based on theoretical frameworks of the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT), the study has been conducted with 370 questionnaires to consumers who have not yet used and are currently using mobile banking in Thanh Hoa province. The research results indicates that several factors have been evaluated to be more important than others, of which, the social influence is the strongest, the second is the compatibility and some others factors such as perceived ease of use, perceived trust, etc., all affecting the intention to use mobile banking in Thanh Hoa. Based on these important results, the article propose a number of recommendations: (i) Exploiting the advantages of social influence on the increase of intention to use; (ii) Increasing compatibility and minimizing costs for customers when they use Mobile Banking; (iii) Developing a strategy to increase the users' perceived ease of using banking services; (iv) Issuing a policy on increasing the security of Mobile Banking system to meet customers' needs; and (v) Developing an individual customer management system to improve service quality.

• Journal of Korea Society of Industrial Information Systems
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• v.13 no.2
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• pp.35-46
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• 2008

This research developed a strategy for mobile banking services based on the important factors deduced from quality assessment of mobile banking service that is experiencing rapid growth of user. SERVQUAL model and importance-performance tool were used. First, SERVQUAL model uses the important factors of mobile banking service selected from literature reviews. As a result, four dimensions that affect user satisfaction are found; assurance, customer orientation, tangibility, and reliability. Second, importance-performance analysis is to develop the strategy using the four factors. The final results revealed that assurance dimension had the strongest influence on user satisfaction. Assurance dimension of high expectation and yet low real performance needs immediate improvement. Customer orientation dimension of low expectation and performance should be reconsidered definition of satisfaction. On the other hand, tangibility dimension of higher performance than expectation is simply to maintain current level. Reliability dimension of high expectation and performance is recommended consistent management.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.14 no.8
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• pp.3457-3472
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• 2020

The rapid change in the financial market has led to a shift to relationship marketing, which emphasizes relationships with existing customers rather than creating new ones. Therefore, to achieve competitive advantage in the market, assessing service quality and relationship quality has become an important tool for financial institutions. The widely applied five dimension model has shown problems of dimensions overlapping and blurring with each other, which results in the lack in providing the marketer with practical administrative implications. Therefore, a three dimensional model, composed of interaction quality, physical environment quality and outcome quality, that could be applied in general to various service industries and, at the same time, categorized into service quality dimensions that are not ambiguous for marketers to manage has been utilized. As a result, in the case of Korean consumers, interaction quality, physical environment quality, and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. For Brazilian consumers, physical environment quality and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. Also, a median effect of customer satisfaction was found. This paper reviews the concept and dimensions of service quality and relationship quality, as well as verifying the structural relationship between the two variables through empirical analysis. Through the results of the analysis, the paper compares the differences between two distinctive countries and present theoretical and academic implications.

• Information Systems Review
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• v.7 no.2
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• pp.85-100
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• 2005

Mobile banking, a type of digital convergence, has recently spread in the ubiquitous age. This study intends to identify the factors that affect the adoption of the mobile banking, which is a field similar to, but even more specialized than, the Internet banking. The results indicate that the significant factors affecting the usage of mobile banking are usefulness, service quality, and instant connectivity, while usability and social influences are not significant. These results are expected to be used for marketing the mobile banking and establishing the technological strategy by the telecommunication and banking organizations.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1267-1274
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• 2021

This study aims to analyze the effect of corporate communication and service quality on loyalty mediating satisfaction. The population of this study is 384 Islamic bank customers in North Sumatra. This research is quantitative research using the survey method. The number of research samples was 384 customers. Characteristics of this research sample were (1) Savings customers who actively carried out transactions in Islamic banks (2) Savings customers who had used bank services for at least 1 year (3) Savings customers who used services directly and individually. The data analysis technique used in this study was the Partial Least Squares-Structural Equation Model (SEM-PLS) analysis technique, using Warp-PLS 3.0 software. This study investigates the largest Islamic banks in North Sumatra, namely Bank Syariah Mandiri, Bank BNI Syariah, and Bank BRI Syariah. The results show that company communication has a positive and significant effect on satisfaction, service quality has a positive and significant effect on satisfaction, company communication has a positive and significant effect on loyalty, service quality has a positive and significant effect on loyalty, satisfaction has a positive and significant effect on loyalty. There is also a significant effect of satisfaction on the relationship between company communication and loyalty, and the relationship between service quality and loyalty. This study contributes to Islamic banking to increase customer loyalty.

• Management & Information Systems Review
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• v.36 no.3
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• pp.167-184
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• 2017

In this study, we investigated the effect of offline banking trust on smart banking trust. As influencing factors of smart banking trust, this study compared offline banking trust, smart banking's system quality, and information quality. For the empirical study, 186 questionnaire data were collected from smart banking users and the data were analyzed using Smart-PLS 2.0. As results, it was verified that there is trust transfer in FinTech service, by the significant effect of offline banking trust on smart banking trust. And it was proved that the effect of offline banking trust on smart banking trust is lower than that of smart banking itself. The contribution of this study can be seen in both academic and industrial aspects. First, it is the contribution of the academic aspect. Previous studies on banking were focused on either offline banking or smart banking. But this study, focus on the relationship between offline banking and online banking, proved that offline banking trust affects smart banking trust. Next, it is the industrial contribution. This study showed that offline banking characteristics of traditional commercial banks affect the trust of emerging smart banking service. This means that the emerging FinTech companies are not advantageous in the competition of trust building compared to traditional commercial banks. Unlike traditional commercial banks, the emerging FinTech is innovating the convenience of customers by arming them with new technologies such as mobile Internet, social network, cloud technology, and big data. However, these FinTech strengths alone can not guarantee sufficient trust needed for financial transactions, because banking customers do not change a habit or an inertia that they already have during using traditional banks. Therefore, emerging FinTech companies should strive to create destructive value that reflects the connection with various Internet services and the strength of online interaction such as social services, which have an advantage over customer contacts. And emerging FinTech companies should strive to build service trust, focused on young people with low resistance to new services.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.419-426
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• 2020

The paper focuses on understanding fintech and the application of fintech in the banking sector in Vietnam. To solve this research objective, the authors analyze fintech development trends, especially the fintech application in the banking sector in Vietnam. To improve the quality of fintech services at banks, the authors conducted consideration of factors affecting customers' intention to use fintech services. To accomplish this, the authors collected data through a survey of 620 customers of the banks located in Ho Chi Minh City - the largest economic center in Vietnam. For the analytical method, the authors used multivariate regression to estimate the research model. Research results show that fintech service is very important for the banking sector in Vietnam. Moreover, this paper has achieved great success by identifying the factors that influence customers' intention to use fintech services. Accordingly, the intention to use fintech (INT) services is positively affected by the perception of usefulness (PU), social impact (SI), customer trust (TRU), and perceived ease of use (PEU). Based on the results of this study, bank managers will have a basis to improve the quality of fintech services. Not only that, the results of this study are also valuable for policymakers and researchers.