Quality in the use of m-banking: a systematic literature review

Abstract

Mobile technology is changing the design and implementation of financial services such as m-bankign. Knowing quality aspects in the use of mobile banking applications can be considered a competitive advantage in an environment with a high degree of competition, such as banking. Given this panorama, this study aimed to conduct a systematic review of the literature, in order to know what has been researched addressing the quality in the use of banking applications. As a tool, the Proknow-C (Knowledge Development Process - Construtivist) was used, a structured instrument that helps in a constructivist process to generate knowledge on the chosen topic. The search began with 470 selected articles, and after filtering processes, 25 studies remained for final analysis. From the full reading of each of the articles, it was possible to identify the quality aspects used in each one. As a result, it is thought that although there is research addressing quality in m-banking, there is still no consensus in the literature on which dimensions of quality form the global construct considering the use of mobile banking applications. However, there are indications that the aspects of security, privacy and trust are factors of great generation to determine the quality perceived by the desires in the use of m-banking.