Improving Service Quality Of Smart Banking Using Quality Management Methods In UAE

Abstract

The banking service has evolved with advancements in the field of technology. Many Banks work very hard to provide all services that customers need through different applications. All these services are always under improvement to ensure a more flexible, collaborative, and engaging experience. Banks need to ensure continuous improvement in their service, which can help them to attract more customers. Mobile banking is an advancement in banking to provide access from around the globe. This study is based on finding the impact of dimensions of service quality that effect that mobile banking. The data for the study was collected from mobile banking users in the UAE. A total of 325 surveys were distributed using random selection. Two hundred eighty-five responses were received from the respondents. The questionnaires had dimensions as are assurance/security, reliability, responsiveness, tangible, and empathy. The result was analyzed using descriptive analysis. The study concludes that mobile service quality has a substantial positive impact on customer satisfaction. Managerial and decision-makers need to employ a professional expert who can continuously improve on mobile bank service and provide customer requirements to reach customer satisfaction.