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Title: A study on factors affecting service quality and loyalty intention in mobile banking
Authors: Zhou, Qingji
Lim, Fong Jie
Yu, Han
Xu, Gaoqian
Ren, Xiaoyu
Liu, Dan
Wang, Xiangxin
Mai, Xinda
Xu, Hong
Keywords: Social sciences::Psychology
Issue Date: 2021
Source: Zhou, Q., Lim, F. J., Yu, H., Xu, G., Ren, X., Liu, D., Wang, X., Mai, X. & Xu, H. (2021). A study on factors affecting service quality and loyalty intention in mobile banking. Journal of Retailing and Consumer Services, 60, 102424-.
Project: NWJ-2019-006
Journal: Journal of Retailing and Consumer Services
Abstract: 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.
ISSN: 0969-6989
DOI: 10.1016/j.jretconser.2020.102424
Schools: School of Social Sciences 
School of Computer Science and Engineering 
Research Centres: Joint NTU-WeBank Research Centre on Fintech
Rights: © 2020 Elsevier Ltd. All rights reserved. This paper was published in Journal of Retailing and Consumer Services and is made available with permission of Elsevier Ltd.
Fulltext Permission: embargo_20240607
Fulltext Availability: With Fulltext
Appears in Collections:SCSE Journal Articles
SSS Journal Articles

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