Young Customers' Perception of the Quality of M-banking Services

Abstract

The issue of innovation technology is acquiring an increasing importance in the banking sector and in particular in its channels, like the mobile one. Despite services offered by M-banking are always more studied by researchers, most studies focus their attention on perceived services and they aren't directed towards their main users (i.e. young people). Hence, the aim of this study is to understand the diffusion of M-banking among young people, to measure their satisfaction throughout the SERVPERF questionnaire (able to overcome the disadvantage of SERVPERF model) proposed to 144 young customers and to verify the emerging of new needs in order to draw future strategies. Results show a good level of customer satisfaction by young people towards M-banking services that prevalently comes from reliability and the possibility of saving time offered by these services. Finally, the paper provides new directions to researchers of M-banking service quality.