Enhancing Service Quality via Digital Transformation through Mobile Banking: A Qualitative Bibliometric Study
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Abstract
Objective: This study aims to investigate how the use of mobile banking improves the quality of banking services, with a focus on identifying key components, consumer perceptions, and beneficial implications for the banking industry. The study intends to map out the evolution of mobile banking and its impact on customer satisfaction and operational efficiency, emphasizing its evolving role within the digital banking industry.
Theoretical Framework: This research is grounded in technology acceptance models, including the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Technology Acceptance Model (TAM). The study explores how perceived ease of use, usefulness, trust, and risk perceptions interact to shape customer adoption of mobile banking and, consequently, influence service quality outcomes.
Method: This study uses bibliometric analysis and a qualitative methodology to examine how mobile banking affects service quality. Bibliometric analysis was used to systematically map research trends and identify key themes in the literature on digital banking. The results of in-depth interviews with banking professionals and mobile banking clients were examined using thematic analysis to determine the factors influencing the uptake of mobile banking and the improvement of service quality.
Results and Discussion: The findings indicate that mobile banking adoption is significantly affected by factors such as ease of use, security, performance expectancy, and perceived reliability, all of which enhance service quality and customer loyalty. Major discussion themes include the importance of digital infrastructure, barriers to adoption among certain demographics, and the necessity for banks to combine technological innovation with customer-centric strategies. The research underscores the growing prominence of mobile banking in improving operational efficiency and expanding access to services.
Research Implications: The results can help banks enhance the quality of their mobile banking services. It is recommended to prioritize safe, user-friendly application design, fund consumer education initiatives, and build relationships based on trust to increase digital adoption and competitive advantage.
Originality/Value: This study contributes to our understanding of how mobile banking can enhance the quality of services provided by Indonesian banks. It links research findings with practical guidance for banking professionals, offering insights into local adoption barriers and strategic opportunities for digital transformation in financial services.
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