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On Aspects of Quality Assessment Criteria of Mobile Banking Applications in Poland

Author

Listed:
  • Witold Chmielarz

    (Faculty of Management, University of Warsaw, Warsaw, Poland)

  • Konrad Łuczak

    (Digital Business Professional, Partner in KL Consulting Ltd., Warsaw, Poland)

  • Marek Zborowski

    (Faculty of Management, University of Warsaw, Warsaw, Poland)

Abstract

The main objective of this article is to present the findings and to analyse a survey questionnaire used to assess the quality of mobile banking applications offered by commercial banks in Poland. The study carried out by the authors concerned the importance of the evaluation criteria adopted in the studies into the quality of mobile applications for individual users. The findings discussed in the article focus on mobile banking applications offered by universal banks in Poland which are available for mobile devices running on the Android, iOS and Windows operating systems. The structure of the article consists of presenting the general assumptions of the study, describing the methodology and the research sample, analysing the obtained findings as well as relevant discussions and interpretations. The paper is of a quantitative nature and has been conducted on a selected sample of respondents using banking services and products. The presented study and its analysis will empirically verify how individual clients assess the quality of banking applications and which criteria of this evaluation are most important to them. The authors’ original contribution was: specifying the criteria used for websites’ evaluation as the main indicators of the perception of the quality of websites; identifying the best e-banking websites and formulating conclusions which may constitute the starting point for designing an efficient system for quality management of e-services in the sectors.

Suggested Citation

  • Witold Chmielarz & Konrad Łuczak & Marek Zborowski, 2020. "On Aspects of Quality Assessment Criteria of Mobile Banking Applications in Poland," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 5(6), pages 54-69, February.
    • Handle: RePEc:mgs:ijoied:v:5:y:2020:i:6:p:54-69
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    References listed on IDEAS

    as
    1. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
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    More about this item

    Keywords

    Importance of quality criteria; Mobile banking services and products; Mobile banking websites quality; Website quality assessment;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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