Abstract The purpose of this study is to explore the key dimensions of mobile banking (m-banking) service quality. Four qualitative methods (focus group, in-depth interviews, critical incident technique, and netnography) were used for data collection. Inductive content analysis and Pareto analysis were used to explore the key themes (dimensions). Results demonstrated that privacy and security, customer support, interactivity, efficiency, and content were the key dimensions. The findings of the study provide useful insights for developing a scale to measure m-banking service quality. Practically, the findings will help banks understand consumers’ expectations, and provide directions for providing quality m-banking services.

中文翻译：

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探索移动银行服务质量：一种定性方法

摘要这项研究的目的是探索移动银行（m-banking）服务质量的关键维度。四种定性方法（焦点小组，深入访谈，严重事件技术和网络志）用于数据收集。归纳性内容分析和帕累托分析用于探索关键主题（维度）。结果表明，隐私和安全性，客户支持，交互性，效率和内容是关键维度。这项研究的发现为开发衡量移动银行服务质量的量表提供了有用的见识。实际上，这些发现将有助于银行了解消费者的期望，并为提供优质的移动银行服务提供指导。