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

Abstract

PurposeThis study aims at identifying critical success factors of a sustainable mobile banking application using text mining approach.Design/methodology/approachA 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.FindingsThe results indicated that privacy and security, navigation, customer support, convenience and efficiency are the key factors.Research limitations/implicationsThe study findings enrich the mobile banking and sustainable service delivery channel literature.Practical implicationsThe results are expected to benefit the bankers in delivering effective banking services through a mobile banking application.Originality/valueStudies 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.