Priority for improvement of mobile banking services using Kano model and QFD

Abstract

Mobile banking is one of the banking service facilities provided for customers so as they are able to conduct financial transactions using Smartphones. Nevertheless, the quality of mobile banking services will affect the behavior of customers in using these facilities. The purpose of the present study was to obtain priority for improving mobile banking services by using Kano model and QFD analysis. As many as 97 banking customers who frequently use mobile banking services were involved to participate in filling out the questionnaire in this study. The results show that among the improvements in the technical services of mobile banking that should be prioritized are reliability system, security system, and design interface.