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A multidimensional measure of system quality - an empirical study in context of mobile banking apps in India

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  • Minakshi Gupta
  • Kedar Bhatt

Abstract

With increasing adoption of banking through mobile apps, it is important to understand user's perception of system quality towards these apps. System quality has been identified as one of the system specific factors affecting user acceptance of the information system in IS literature. However, multidimensional nature of system quality has not been explored much and very few studies have focused on measuring system quality in mobile banking apps context. This study identifies sub-dimensions of system quality from literature, and it explores multidimensional nature of system quality and further confirms the validity and reliability of the multidimensional scale of system quality. The dimensions identified are reliability, ease of use, user interface, response time, security and functionality. The paper also confirms whether system quality performs better as a second-order factor in predicting user satisfaction as compared to first-order six sub-dimensional models does. The data were collected from total of 534 users of mobile banking apps in India through structured questionnaire. The questionnaire contained questions on system quality dimensions and satisfaction. The paper discusses implications for academicians in terms of measurement of system quality, and for practitioners in terms of understanding aspects of system performance from the user's point of view.

Suggested Citation

  • Minakshi Gupta & Kedar Bhatt, 2021. "A multidimensional measure of system quality - an empirical study in context of mobile banking apps in India," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 38(1), pages 1-16.
    • Handle: RePEc:ids:ijbisy:v:38:y:2021:i:1:p:1-16
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    Cited by:

    1. Mohammad Asif & Mohammed Arshad Khan & Hamad Alhumoudi & Mohammad Wasiq, 2023. "Examining the Role of Self-Reliance, Social Domination, Perceived Surveillance, and Customer Support with Respect to the Adoption of Mobile Banking," IJERPH, MDPI, vol. 20(5), pages 1-19, February.
    2. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.

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