Identifying priority factors to improve the quality of OCB’s Mobile Banking service: quality management approach

Abstract

Through the application of Kano model and IPA, the topic discusses identifying priority factors to improve the quality of OCB's Mobile Banking service. Research with the goal of determining the quality characteristics of each factor, thereby assessing the priority of those factors for customer satisfaction. Through the study and discussion of these factors, the Mobile Banking application can be improved, adjusted, widely connected to many people, providing the best experience and quality and satisfaction. during customer use. Research results can also help people have a deep awareness, feel secure. Since then, customers will increasingly trust OCB's Mobile Banking application. From previous studies, the research team has synthesized 21 quality attributes of OCB's Mobile Banking service. The study was carried out through two phases: secondary data research and quantitative research. Researching secondary data: systematizing theories related to the topic, thereby synthesizing 21 quality attributes. Quantitative research: Data collection by survey questionnaire (n=160). Collected data were processed and analyzed using Excel and SPSS 20 software through descriptive statistics and analysis of Kano, IPA models. Research results show that there are 8 priority attributes to continue to do well and 9 priority attributes to improve.