# Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study
## 4 Results
### User Groups Comparisons  
For the first comparison, study participants were divided into four independent groups of mobile banking application users. To determine if a significant difference in the perceived quality among mobile banking applications exists, and thus to test the H10 hypothesis, data that were collected with questionnaire items designed for measuring diverse dimensions of quality constructs were combined into a single-score indicator of perceived quality. More specifically, the composite measure of perceived quality represents the arithmetic mean of all responses of each study participant to the aforementioned questionnaire items. Since we only considered users of the four most commonly used mobile banking applications (PBZ mobile banking, Erste George, m-zaba, and OTP m-banking), out of 130 study participants, responses of 116 of them were used in this analysis. Results of the Kruskal-Wallis H test showed that there is no statistically significant difference in the perceived quality among four mobile banking applications that were examined in our study (\(\chi 2(3)=0.648\), \(p=0.885\)), thus providing support for the H10 hypothesis. The box plot, which illustrates item means per four commonly used mobile banking applications in Croatia, is shown in Figure 3. Note that dots in the box plot indicate mild outliers. Results of analyzing the composite measure revealed that the highest level of perceived quality among examined mobile banking applications belongs to m-zaba (M = 4.63, SD = 0.305), followed by PBZ mobile banking (M = 4.59, SD = 0.369), Erste George (M = 4.54, SD = 0.469), and OTP m-banking (M = 4.49, SD = 0.459) that appeared to have the lowest level of perceived quality. For the second comparison, study respondents were split into three age groups: 19-24 years, 25-49 years, and 50-65 years. Group 1 (age 19-24) consisted of 85 subjects, group 2 (age 25-49) was composed of 25 participants, and group 3 (age 50-65) comprised 19 respondents. The composite measure of perceived quality was used here in the same manner as in the first user group comparison. The outcome of the Kruskal-Wallis H test suggests that there is a statistically significant difference in the perceived quality of mobile banking applications among three age groups of users (\(\chi 2(2)=8.685,p=0.13\)), thus rejecting the H11 hypothesis. To follow up on this finding, post hoc analysis with a Bonferroni pairwise comparison in which the significance level was set at \(p<0.0167\) was applied. We, in particular, discovered that a significant difference in perceived quality (\(Z=-2.705\) \begin{table}
**BEH** & & & & & & & \\ \hline
**EASE** & & & & & & 0.242 & 0.119 \\ \hline
**EFF** & & & & & & & 0.005 \\ \hline
**FEDQ** & & 0.075 & & & & & \\ \hline
**RES** & & 0.252 & 0.224 & & & & \\ \hline
**SAT** & 0.227 & & & & & \\ \hline
**SEC** & & & & & 0.062 & \\ \hline
**USE** & & & & & 0.013 & \\ \hline \hline \end{tabular} Note that endogenous constructs are in the columns while exogenous constructs are in the rows.  
\end{table} 
Table 10: Results of testing the predictive relevance of exogenous constructs. \(p=0.007\)) exists between study participants who belong to the first (19-24 years) and the third (50-65 years) age groups of mobile banking applications users while differences in remaining pairwise comparisons were not significant. The box plot, which depicts composite perceived quality per three age groups of mobile banking application users, is shown in Figure 4. Note that dots in the box plot represent mild outliers while the extreme outlier is marked with an asterisk. The analysis of the composite measure uncovered that the third (50-65 years) age group of users is the least demanding (M = 4.74, SD = 0.335) when the quality of mobile  
Figure 4: Comparison of item means per age groups of users. Figure 3: Comparison of item means per mobile banking applications.