Mobile banking service quality and consumer loyalty

Oruna Rodríguez A.M.; Oruna Rodríguez M.Á.; Aranguren Reyes P.E.; Sánchez Ortega J.A. · Revista Venezolana de Gerencia (2023) · DOI: 10.52080/rvgluz.28.102.25

Resumen

The Covid-19 pandemic forced people and entities to adopt measures to protect themselves from contagion by resorting to the use of digital media, as was the case in banking. The purpose of this research was to determine the relationship between the quality of mobile banking service and consumer loyalty in Peru. The methodology was mixed approach. In the quantitative aspect, with a sample of 383 users of banking entities in Comas, Lima, a survey was applied, with a reliability of the instrument of 0.912. In the qualitative aspect, seven experts were interviewed whose opinions were contrasted with the theoretical information developed. The results of the survey indicated that there is a correlation with a preferred position with a tendency to be strong among the study variables (Spearman’s Rho of 0.796). Likewise, the experts indicated that mobile banking has managed to retain the majority of users due to the speed and security of the service. In conclusion, it was evidenced that there is a preferential relationship with a tendency to be strong between the variables under study, based on a relative trust and security of the user, making it necessary to offer quality services using various communication mechanisms.

Instituciones: Universidad Privada del Norte