IDEAS home Printed from https://ideas.repec.org/a/gam/jftint/v15y2022i1p8-d1015143.html
   My bibliography  Save this article

Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study

Author

Listed:
  • Tihomir Orehovački

    (Faculty of Informatics, Juraj Dobrila University of Pula, Zagrebačka 30, 52100 Pula, Croatia)

  • Luka Blašković

    (Faculty of Informatics, Juraj Dobrila University of Pula, Zagrebačka 30, 52100 Pula, Croatia)

  • Matej Kurevija

    (Faculty of Informatics, Juraj Dobrila University of Pula, Zagrebačka 30, 52100 Pula, Croatia)

Abstract

Mobile banking is nowadays a standard service provided by banks worldwide because it adds convenience for people. There is no more rushing to a bank or waiting in lines for a simple transaction that can be conducted from anywhere and at any time in the blink of an eye. To be consumed by a respective amount of bank clients regularly, mobile banking applications are required to be continuously improved and updated, be in line with recent security standards, and meet quality requirements. This paper tackles the perceived quality of mobile banking applications that are most commonly used in Croatia and has three objectives in that respect. The first one is to identify the extent to which pragmatic and hedonic dimensions of quality contribute to customers’ satisfaction and their behavioral intentions related to the continuous use of mobile banking applications. The second one is to determine if there are significant differences in the perceived quality between users of diverse mobile banking applications as well as between users who belong to different age groups. The last one is to uncover the advantages and disadvantages of evaluated mobile banking applications. For this purpose, an empirical study was carried out, during which data were collected with an online questionnaire. The sample was composed of 130 participants who are representative and regular users of mobile banking applications. The psychometric features of the proposed research model, which represents an interplay of perceived quality attributes, were tested using the partial least squares structural equation modeling (PLS-SEM) method. Differences in the perceived quality among different mobile banking applications and customers of various age groups were explored with Kruskal–Wallis tests. Pros and cons of mobile banking applications were identified with the help of descriptive statistics. Study findings indicate that, in the context of mobile banking applications used in Croatia, feedback quality and responsiveness contribute to the ease of use, usefulness is affected by both ease of use and efficiency, responsiveness has a significant impact on efficiency while ease of use, usefulness, and security of personal data are predictors of customers’ satisfaction which in turn influences their behavioral intentions. While no significant difference exists in the perceived quality of four examined mobile banking applications, we found a significant difference in the perceived quality among three age groups of users of mobile banking applications. The most commonly reported advantages of mobile banking applications were related to facets of their efficiency and usefulness, whereas their main drawback appeared to be the lack of features dealing with the personalization of offered services. The reported and discussed results of an empirical study can be used as a set of guidelines for future advances in the evaluation and design of mobile banking applications.

Suggested Citation

  • Tihomir Orehovački & Luka Blašković & Matej Kurevija, 2022. "Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study," Future Internet, MDPI, vol. 15(1), pages 1-24, December.
    • Handle: RePEc:gam:jftint:v:15:y:2022:i:1:p:8-:d:1015143
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1999-5903/15/1/8/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1999-5903/15/1/8/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jenny C. Aker & Isaac M. Mbiti, 2010. "Mobile Phones and Economic Development in Africa," Journal of Economic Perspectives, American Economic Association, vol. 24(3), pages 207-232, Summer.
    2. Morteza Ghobakhloo & Masood Fathi, 2019. "Modeling the Success of Application-Based Mobile Banking," Economies, MDPI, vol. 7(4), pages 1-21, November.
    3. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    4. Nhuong Bui & Zachary Moore & Hayden Wimmer & Long Pham, 2022. "Predicting Customer Loyalty in the Mobile Banking Setting: An Integrated Approach," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 14(1), pages 1-22, January.
    5. Chaouali, Walid & Souiden, Nizar, 2019. "The role of cognitive age in explaining mobile banking resistance among elderly people," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 342-350.
    6. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    7. Shmueli, Galit & Ray, Soumya & Velasquez Estrada, Juan Manuel & Chatla, Suneel Babu, 2016. "The elephant in the room: Predictive performance of PLS models," Journal of Business Research, Elsevier, vol. 69(10), pages 4552-4564.
    8. Nkosikhona Theoren Msweli & Tendani Mawela, 2021. "Financial Inclusion of the Elderly: Exploring the Role of Mobile Banking Adoption," Acta Informatica Pragensia, Prague University of Economics and Business, vol. 2021(1), pages 1-21.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nguyen, Thi Thu & Mia, Lokman & Winata, Lanita & Chong, Vincent K., 2017. "Effect of transformational-leadership style and management control system on managerial performance," Journal of Business Research, Elsevier, vol. 70(C), pages 202-213.
    2. Hall, Matthew, 2008. "The effect of comprehensive performance measurement systems on role clarity, psychological empowerment and managerial performance," Accounting, Organizations and Society, Elsevier, vol. 33(2-3), pages 141-163.
    3. John S. Hill & Myung-Su Chae & Jinseo Park, 2012. "The Effects of Geography and Infrastructure on Economic Development and International Business Involvement," Journal of Infrastructure Development, India Development Foundation, vol. 4(2), pages 91-113, December.
    4. Christian Nitzl & Wynne W. Chin, 2017. "The case of partial least squares (PLS) path modeling in managerial accounting research," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 28(2), pages 137-156, May.
    5. Sepasgozar, Samad M.E., 2022. "Immersive on-the-job training module development and modeling users’ behavior using parametric multi-group analysis: A modified educational technology acceptance model," Technology in Society, Elsevier, vol. 68(C).
    6. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    7. Pérez Granero, Luis & Guillén, Manuel & Bañón-Gomis, Alexis J., 2017. "Influencia de los factores de contingencia en el desarrollo del cuadro de mando integral y su asociación con un rendimiento mejor. El caso de las empresas españolas," Revista de Contabilidad - Spanish Accounting Review, Elsevier, vol. 20(1), pages 82-94.
    8. Sahar Ahmadian & Somayeh Abdolmaleki, 2018. "Network typology and international opportunity recognition: moderating role of entrepreneurial orientation," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 8(1), pages 1-15, December.
    9. Farzana Quoquab & Jihad Mohammad, 2020. "Cognitive, Affective and Conative Domains of Sustainable Consumption: Scale Development and Validation Using Confirmatory Composite Analysis," Sustainability, MDPI, vol. 12(18), pages 1-22, September.
    10. Narula, R. & Ashok, M. & Martinez-Noya, A., 2014. "End-user collaboration for process innovation in services: The role of internal resources," MERIT Working Papers 2014-019, United Nations University - Maastricht Economic and Social Research Institute on Innovation and Technology (MERIT).
    11. Troiville, Julien, 2024. "Connecting the dots between brand equity and brand loyalty for retailers: The mediating roles of brand attitudes and word-of-mouth communication," Journal of Business Research, Elsevier, vol. 177(C).
    12. Nitzl, Christian, 2016. "The use of partial least squares structural equation modelling (PLS-SEM) in management accounting research: Directions for future theory development," Journal of Accounting Literature, Elsevier, vol. 37(C), pages 19-35.
    13. Chapman, Christopher S. & Kihn, Lili-Anne, 2009. "Information system integration, enabling control and performance," Accounting, Organizations and Society, Elsevier, vol. 34(2), pages 151-169, February.
    14. Hareendrakumar V. R. & Suresh Subramoniam & Nizar Hussain M., 2020. "Redesigning Rewards for Improved Fairness Perception and Loyalty," Vision, , vol. 24(4), pages 481-495, December.
    15. Yaqun Yi & Yuan Li & Michael A. Hitt & Yi Liu & Zelong Wei, 2016. "The influence of resource bundling on the speed of strategic change: Moderating effects of relational capital," Asia Pacific Journal of Management, Springer, vol. 33(2), pages 435-467, June.
    16. Lei Zhu & Hui Xiong & Yan Ning & Miaomiao Lv, 2023. "Addressing Individual Perception: Extending the Technology Acceptance Model to the Interim Payment Method in Construction Projects," Sustainability, MDPI, vol. 15(9), pages 1-19, April.
    17. Chopra, Parvesh K., 2015. "Country Risk: A Theoretical and Empirical Analysis with Special Reference to Northern African Economies - Il rischio paese: un’analisi teorica e empirica con particolare riferimento ai paesi del Nord ," Economia Internazionale / International Economics, Camera di Commercio Industria Artigianato Agricoltura di Genova, vol. 68(1), pages 81-137.
    18. Stefano Azzali & Tatiana Mazza, 2018. "The Internal Audit Effectiveness Evaluated with an Organizational, Process and Relationship Perspective," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(6), pages 238-238, April.
    19. T. Praveen Kumar & Santosh Basavaraj & K. Soundarapandiyan, 2024. "Can co‐creating in CSR initiatives influence loyal customers? Evidence from the banking industry," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(1), pages 180-195, January.
    20. Luís Marques & João J. Ferreira & Sascha Kraus & Raj Mahto, 2022. "Organizational Antecedents of Corporate Entrepreneurship: A Quantitative Investigation from Portugal," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 31(3), pages 483-513, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jftint:v:15:y:2022:i:1:p:8-:d:1015143. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.