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App service: How do consumers perceive the quality of financial service apps on smart devices?
Beedie School of Business, Simon Fraser University.
Beedie School of Business, Simon Fraser University, Vancouver.
Division of Industrial Marketing, INDEK, Royal Institute of Technology (KTH), Stockholm.
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
2017 (English)In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 22, no 3, 119-125 p.Article in journal (Refereed) Published
Abstract [en]

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

Place, publisher, year, edition, pages
Palgrave Macmillan, 2017. Vol. 22, no 3, 119-125 p.
National Category
Business Administration
Research subject
Industrial Marketing
Identifiers
URN: urn:nbn:se:ltu:diva-65087DOI: 10.1057/s41264-017-0029-2ISI: 000417403300004OAI: oai:DiVA.org:ltu-65087DiVA: diva2:1131678
Note

Validerad;2017;Nivå 2;2017-08-17 (rokbeg)

Available from: 2017-08-15 Created: 2017-08-15 Last updated: 2017-12-29Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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