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.

中文翻译：

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可持续移动银行应用程序：探索关键成功因素的文本挖掘方法

目的

本研究旨在使用文本挖掘方法确定可持续移动银行应用程序的关键成功因素。

设计/方法/方法

共收集并分析了 6,073 条与移动银行应用程序相关的消费者评论，以满足研究目标。进行潜在语义分析 (LSA) 以确定可持续移动银行应用程序的关键成功因素。

发现

结果表明，隐私和安全、导航、客户支持、便利性和效率是关键因素。

研究限制/影响

研究结果丰富了移动银行和可持续服务交付渠道文献。

实际影响

预期结果将有利于银行家通过移动银行应用程序提供有效的银行服务。

原创性/价值

可持续性研究很少但有希望，特别是那些使用适用于数千个数据点的严格统计数据来实现研究目标的研究。