QUALITY OF MOBILE BANKING FROM THE USERS PERSPECTIVE
DOI:
https://doi.org/10.48090/ciki.v1i1.911Keywords:
mobile banking, services, quality, SERVQUALAbstract
This study searched of assess the quality of services via Mobile Banking, from the users' perspective, through the relationship between importance and performance of banking services. The research methodology follows a quantitative approach, with a descriptive resource, and a sample of 95 interviewees. The data were collected in a non-probabilistic manner and for convenience. The research instrument was adapted to the SERVQUAL model, developed by Parasuraman, Zeithaml and Berry (1988). Data analysis was performed using descriptive statistical techniques (frequency and average), with the aid of the statistical software Statistical Package for the Social Sciences (SPSS), version 20.0. The results needed for the importance attributed by users, and greater for performance evaluation, in all dimensions of the model. The biggest gaps used were the following: Empathy (-1.02), Reliability (-1.01) and Responsiveness (-1.00).
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