{"id":"https://openalex.org/W2754134201","doi":"https://doi.org/10.1504/ijmc.2018.10007782","title":"Upgrading service quality of mobile banking","display_name":"Upgrading service quality of mobile banking","publication_year":2017,"publication_date":"2017-09-14","ids":{"openalex":"https://openalex.org/W2754134201","doi":"https://doi.org/10.1504/ijmc.2018.10007782","mag":"2754134201"},"language":"en","primary_location":{"id":"doi:10.1504/ijmc.2018.10007782","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijmc.2018.10007782","pdf_url":null,"source":{"id":"https://openalex.org/S11933594","display_name":"International Journal of Mobile Communications","issn_l":"1470-949X","issn":["1470-949X","1741-5217"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Mobile Communications","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5005886640","display_name":"Yu Ya Chien","orcid":null},"institutions":[{"id":"https://openalex.org/I59460038","display_name":"Chung Hua University","ror":"https://ror.org/01yzz0f51","country_code":"TW","type":"education","lineage":["https://openalex.org/I59460038"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yu Ya Chien","raw_affiliation_strings":["Ph.D. Program of Technology Management, Chung Hua University, 707, Sec. 2, WuFu Rd., Hsinchu 30012, Taiwan, R.O.C","Department of Business Administration, Chung Hua University, No. 707, Sec. 2, WuFu Rd., HsinChu City 30012, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Ph.D. Program of Technology Management, Chung Hua University, 707, Sec. 2, WuFu Rd., Hsinchu 30012, Taiwan, R.O.C","institution_ids":["https://openalex.org/I59460038"]},{"raw_affiliation_string":"Department of Business Administration, Chung Hua University, No. 707, Sec. 2, WuFu Rd., HsinChu City 30012, Taiwan","institution_ids":["https://openalex.org/I59460038"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5043421428","display_name":"Ching Chan Cheng","orcid":null},"institutions":[{"id":"https://openalex.org/I43566213","display_name":"National Taipei University of Business","ror":"https://ror.org/029hrv109","country_code":"TW","type":"education","lineage":["https://openalex.org/I43566213"]},{"id":"https://openalex.org/I59460038","display_name":"Chung Hua University","ror":"https://ror.org/01yzz0f51","country_code":"TW","type":"education","lineage":["https://openalex.org/I59460038"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Ching Chan Cheng","raw_affiliation_strings":["Department of Food and Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N, Taipei City 111, Taiwan, R.O.C","Ph.D. Program of Technology Management, Chung Hua University, 707, Sec. 2, WuFu Rd., Hsinchu 30012, Taiwan, R.O.C"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Food and Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N, Taipei City 111, Taiwan, R.O.C","institution_ids":["https://openalex.org/I43566213"]},{"raw_affiliation_string":"Ph.D. Program of Technology Management, Chung Hua University, 707, Sec. 2, WuFu Rd., Hsinchu 30012, Taiwan, R.O.C","institution_ids":["https://openalex.org/I59460038"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5112785986","display_name":"Ming Chun Tsai","orcid":null},"institutions":[{"id":"https://openalex.org/I43566213","display_name":"National Taipei University of Business","ror":"https://ror.org/029hrv109","country_code":"TW","type":"education","lineage":["https://openalex.org/I43566213"]},{"id":"https://openalex.org/I59460038","display_name":"Chung Hua University","ror":"https://ror.org/01yzz0f51","country_code":"TW","type":"education","lineage":["https://openalex.org/I59460038"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Ming Chun Tsai","raw_affiliation_strings":["Department of Business Administration, Chung Hua University, No. 707, Sec. 2, WuFu Rd., HsinChu City 30012, Taiwan","Department of Food and Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N, Taipei City 111, Taiwan, R.O.C"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Chung Hua University, No. 707, Sec. 2, WuFu Rd., HsinChu City 30012, Taiwan","institution_ids":["https://openalex.org/I59460038"]},{"raw_affiliation_string":"Department of Food and Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N, Taipei City 111, Taiwan, R.O.C","institution_ids":["https://openalex.org/I43566213"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.2449,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.85034353,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"16","issue":"1","first_page":"82","last_page":"82"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9973999857902527,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9800999760627747,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.630825936794281},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5946561098098755},{"id":"https://openalex.org/keywords/mobile-banking","display_name":"Mobile banking","score":0.5791565775871277},{"id":"https://openalex.org/keywords/mobile-telephony","display_name":"Mobile telephony","score":0.4427736699581146},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.4370584189891815},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4291020333766937},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4228050708770752},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.41773349046707153},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2860664129257202},{"id":"https://openalex.org/keywords/mobile-radio","display_name":"Mobile radio","score":0.17135512828826904}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.630825936794281},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5946561098098755},{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.5791565775871277},{"id":"https://openalex.org/C95491727","wikidata":"https://www.wikidata.org/wiki/Q992968","display_name":"Mobile telephony","level":3,"score":0.4427736699581146},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.4370584189891815},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4291020333766937},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4228050708770752},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.41773349046707153},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2860664129257202},{"id":"https://openalex.org/C2781307350","wikidata":"https://www.wikidata.org/wiki/Q6887221","display_name":"Mobile radio","level":2,"score":0.17135512828826904},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1504/ijmc.2018.10007782","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijmc.2018.10007782","pdf_url":null,"source":{"id":"https://openalex.org/S11933594","display_name":"International Journal of Mobile Communications","issn_l":"1470-949X","issn":["1470-949X","1741-5217"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Mobile Communications","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4699999988079071,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":36,"referenced_works":["https://openalex.org/W604519466","https://openalex.org/W1416034799","https://openalex.org/W1488656832","https://openalex.org/W1547994274","https://openalex.org/W1610120531","https://openalex.org/W1636392923","https://openalex.org/W1689771227","https://openalex.org/W1808257805","https://openalex.org/W1978435992","https://openalex.org/W1985227645","https://openalex.org/W1985419904","https://openalex.org/W2009141655","https://openalex.org/W2011732626","https://openalex.org/W2015777294","https://openalex.org/W2016167581","https://openalex.org/W2026368098","https://openalex.org/W2037107363","https://openalex.org/W2047808430","https://openalex.org/W2058554307","https://openalex.org/W2058563767","https://openalex.org/W2058943783","https://openalex.org/W2068322856","https://openalex.org/W2069936247","https://openalex.org/W2081899350","https://openalex.org/W2084413895","https://openalex.org/W2090789673","https://openalex.org/W2140595289","https://openalex.org/W2142273710","https://openalex.org/W2151694441","https://openalex.org/W2153086829","https://openalex.org/W2170525041","https://openalex.org/W2306490488","https://openalex.org/W2398498496","https://openalex.org/W2462475610","https://openalex.org/W2770993583","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2883347930","https://openalex.org/W2063473424","https://openalex.org/W3157532408","https://openalex.org/W3010921473","https://openalex.org/W4220683701","https://openalex.org/W2527806596","https://openalex.org/W2375672187","https://openalex.org/W2094607796","https://openalex.org/W2070177654","https://openalex.org/W243414565"],"abstract_inverted_index":{"This":[0],"study":[1,84],"combines":[2],"the":[3,14,27,31,62,74,101,111,126],"opinions":[4],"of":[5,34,39,46,76,88,103,116,128],"consumers":[6],"and":[7,10,12,21,41,73,95,109,114],"experts":[8],"(managers":[9],"scholars)":[11],"employs":[13],"four-phase":[15],"research":[16],"methods":[17],"(IPGA,":[18],"DEMATEL,":[19],"QFD":[20,63],"MBO)":[22],"in":[23,105,132],"order":[24,106],"to":[25,54,61,107],"determine":[26],"key":[28],"factors":[29,51],"for":[30,57],"superior":[32,129],"service":[33,49,66,119,130],"mobile":[35,58,89,117],"banking.":[36,59],"The":[37,121],"results":[38],"IPGA":[40],"DEMATEL":[42],"show":[43],"a":[44,86],"total":[45],"7":[47],"critical":[48],"quality":[50,67,131],"that":[52],"need":[53],"be":[55],"improved":[56],"According":[60],"results,":[64],"6":[65],"improvement":[68,112],"strategies":[69],"have":[70],"been":[71],"developed,":[72],"sequence":[75],"improvements":[77],"is":[78],"adequately":[79],"discussed":[80],"herein.":[81],"Lastly,":[82],"this":[83],"establishes":[85],"set":[87],"banking":[90,118],"objective":[91,127],"management":[92],"progress":[93,113],"control":[94,110],"performance":[96],"evaluation":[97],"sheets,":[98],"based":[99],"on":[100],"concept":[102],"MBO,":[104],"manage":[108],"effect":[115],"quality.":[120],"proposed":[122],"mechanism":[123],"can":[124],"achieve":[125],"an":[133],"expedited":[134],"manner":[135],"with":[136],"limited":[137],"resources.":[138]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}