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- W825031606 abstract "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." @default.
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- W825031606 date "2008-01-01" @default.
- W825031606 modified "2023-09-24" @default.
- W825031606 title "Strategy development through Quality Assessments of Mobile Banking Service" @default.
- W825031606 hasPublicationYear "2008" @default.
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