Mobile bank applications

loyalty of young bank customers

Authors

  • Mustafa Nourallah Department of Economics, Geography, Law and Tourism, and Centre for Research on Economic Relations, Mid Sweden University
  • Christer Strandberg Department of Economics, Geography, Law and Tourism, and Centre for Research on Economic Relations, Mid Sweden University
  • Peter Ohman Department of Economics, Geography, Law and Tourism, and Centre for Research on Economic Relations, Mid Sweden University

DOI:

https://doi.org/10.61190/fsr.v29i2.3451

Keywords:

Young bank customers, Mobile bank application, Loyalty, Customer satisfaction, Usability

Abstract

The purpose of this study is to investigate how young bank customers (YBCs) perceive the rela- tionships between several antecedents (i.e., usability, responsiveness, customer satisfaction, and reli- ability) and loyalty in the context of mobile bank applications (MBAs). An electronic questionnaire was sent to 500 YBCs in Sweden, 146 of whom completed it. Confirmatory factor analysis was used to test the measurement model, and structural equation modeling was used to test the hypotheses. The results indicate that usability is indirectly related to loyalty through responsiveness and customer satisfaction. The study contributes to the literature by developing a usability–loyalty model of YBCs using MBAs.

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Published

2021-06-30

How to Cite

Nourallah, M., Strandberg, C., & Ohman, P. (2021). Mobile bank applications: loyalty of young bank customers. Financial Services Review, 29(2), 147–167. https://doi.org/10.61190/fsr.v29i2.3451

Issue

Vol. 29 No. 2 (2021): Summer 2021

Section

New Original Submission

License

Copyright (c) 2021 Academy of Financial Services

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