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Sustainable mobile banking application: a text mining approach to explore critical success factors

Amit Shankar (Indian Institute of Management Visakhapatnam, Visakhapatnam, India)
Aviral Kumar Tiwari (Rajagiri Business School, Cochin, India) (Economic Theory, Regional Economy, State and Municipal Administration, Higher School of Economics and Management, South Ural State University, Chelyabinsk, Russia)
Manish Gupta (Department of HR, IBS Hyderabad, A Constituent of IFHE, Deemed to be University, Hyderabad, India)

Journal of Enterprise Information Management

ISSN: 1741-0398

Article publication date: 4 May 2021

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218

Abstract

Purpose

This study aims at identifying critical success factors of a sustainable mobile banking application using text mining approach.

Design/methodology/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.

Findings

The results indicated that privacy and security, navigation, customer support, convenience and efficiency are the key factors.

Research limitations/implications

The study findings enrich the mobile banking and sustainable service delivery channel literature.

Practical implications

The results are expected to benefit the bankers in delivering effective banking services through a mobile banking application.

Originality/value

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.

Keywords

Citation

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

Publisher

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Emerald Publishing Limited

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