Title: Upgrading service quality of mobile banking

Authors: Ming-Chun Tsai; Yu-Ya Chien; Ching-Chan Cheng

Addresses: Department of Business Administration, Chung Hua University, No. 707, Sec. 2, WuFu Rd., HsinChu City 30012, Taiwan ' Ph.D. Program of Technology Management, Chung Hua University, 707, Sec. 2, WuFu Rd., Hsinchu 30012, Taiwan, R.O.C. ' Department of Food and Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N, Taipei City 111, Taiwan, R.O.C.

Abstract: This study combines the opinions of consumers and experts (managers and scholars) and employs the four-phase research methods (IPGA, DEMATEL, QFD and MBO) in order to determine the key factors for the superior service of mobile banking. The results of IPGA and DEMATEL show a total of 7 critical service quality factors that need to be improved for mobile banking. According to the QFD results, 6 service quality improvement strategies have been developed, and the sequence of improvements is adequately discussed herein. Lastly, this study establishes a set of mobile banking objective management progress control and performance evaluation sheets, based on the concept of MBO, in order to manage and control the improvement progress and effect of mobile banking service quality. The proposed mechanism can achieve the objective of superior service quality in an expedited manner with limited resources.

Keywords: decision-making trial and evaluation laboratory; DEMATEL; importance-performance and gap analysis; IPGA; management by objective; MBO; mobile banking; quality function deployment; QFD.

DOI: 10.1504/IJMC.2018.088274

International Journal of Mobile Communications, 2018 Vol.16 No.1, pp.82 - 115

Accepted: 02 Sep 2016
Published online: 14 Sep 2017 *

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