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App service: How do consumers perceive the quality of financial service apps on smart devices?

Author

Listed:
  • Emily Treen

    (Simon Fraser University)

  • Leyland Pitt

    (Simon Fraser University)

  • John Bredican

    (Royal Institute of Technology (KTH))

  • Mana Farshid

    (Luleå University of Technology)

Abstract

Apps on smart devices such as phones and tablets have enabled financial services firms not only to provide greater convenience and flexibility to customers, but also to get them to do a lot of the work entailed in these services. This has changed the character of service in many ways, including the nature of service quality where service is no longer delivered by people, but by means of technology. The study reported here used an amended version of the SERVQUAL instrument to assess consumers’ perception of the quality of the service delivered by the apps of their financial services providers. Three dimensions of app service quality emerge: reliability, personal and visibles. Generally, consumers are reasonable satisfied with the quality of service provided by their financial apps and prefer them to visits to service providers physical locations and rate them as highly as online service provision on PCs or laptops. Limitations are acknowledged, managerial implications drawn and avenues for future research are identified.

Suggested Citation

  • Emily Treen & Leyland Pitt & John Bredican & Mana Farshid, 2017. "App service: How do consumers perceive the quality of financial service apps on smart devices?," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(3), pages 119-125, September.
    • Handle: RePEc:pal:jofsma:v:22:y:2017:i:3:d:10.1057_s41264-017-0029-2
    DOI: 10.1057/s41264-017-0029-2
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    References listed on IDEAS

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    1. repec:cup:judgdm:v:5:y:2010:i:5:p:411-419 is not listed on IDEAS
    2. Paolacci, Gabriele & Chandler, Jesse & Ipeirotis, Panagiotis G., 2010. "Running experiments on Amazon Mechanical Turk," Judgment and Decision Making, Cambridge University Press, vol. 5(5), pages 411-419, August.
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    Cited by:

    1. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2024. "Mobile Wallets: Theoretical and Empirical Analysis," Global Business Review, International Management Institute, vol. 25(2_suppl), pages 211-228, April.
    2. Jiban Khuntia & Raveesh Mayya & Sunil Mithas & Ritu Agarwal, 2021. "Managing Cellphone Services for Customer Satisfaction: Evidence from the Base‐of‐the‐Pyramid Markets," Production and Operations Management, Production and Operations Management Society, vol. 30(2), pages 438-450, February.

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