This study aims at identifying critical success factors of a sustainable mobile banking application using text mining approach.
A total of 6,073 consumer reviews relating to a mobile banking application were collected and analyzed to meet the study objective. Latent Semantic Analysis (LSA) was done to identify the critical success factors of a sustainable mobile banking application.
The results indicated that privacy and security, navigation, customer support, convenience and efficiency are the key factors.
The study findings enrich the mobile banking and sustainable service delivery channel literature.
The results are expected to benefit the bankers in delivering effective banking services through a mobile banking application.
Studies in the sustainability are few yet promising particularly the ones that use rigorous statistics suitable on thousands of data points to accomplish the study objectives.
Shankar, A., Tiwari, A.K. and Gupta, M. (2021), "Sustainable mobile banking application: a text mining approach to explore critical success factors", Journal of Enterprise Information Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JEIM-10-2020-0426
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