# Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study
## 5 Discussion  
This paper offers several contributions to the extant body of knowledge. Researchers can use the reported findings as a foundation for further advances in the field by employing the introduced post-use questionnaire for evaluating the quality of mobile banking applications in their countries and financial ecosystems. They can also extend the proposed research framework with additional dimensions of perceived quality and examine their interplay with the existing constructs in the conceptual model as well as their impact on the satisfaction and behavioral intentions of mobile banking application users. Banks can employ study results as a set of recommendations for increasing the quality of mobile banking applications by reducing the number of unnecessary features and improving or keeping the good ones. Outcomes of the literature review and our empirical study indicate that people use mobile banking applications because of their efficiency and usefulness, but some are still concerned with security issues and a lack of relevant functionalities. The proposed conceptual model evaluation results have shown that responsiveness represents an important quality determinant when mobile banking applications are considered since it affects their efficiency and ease of use. Users perceive mobile banking applications as responsive even when the real performance (e.g., transaction execution) is not that efficient. According to the reported study findings, if mobile banking applications respond to clients' requests and actions in the blink of an eye, they will enable clients to commit multiple transactions in a short amount of time and be perceived by them as easy-to-use pieces of software, which is in line with conclusions drawn by [PERSON] and [PERSON] [19]. We also discovered that if a mobile banking application enables the user to execute financial transactions quickly, they will perceive it as a beneficial and suitable replacement for internet banking which complies with the results of a study conducted by [PERSON] [41]. It also appeared that feedback quality significantly contributes to the ease of using mobile banking applications, which is consistent with the results of a study carried out by [PERSON] [34], who found that clear and complete feedback from mobile banking applications gives the user an easy insight into account balance changes. The findings of our empirical study also indicate that users will perceive mobile banking applications as useful if the execution of their services is effortless, which supports the results of a study completed by [PERSON] et al. [44]. We also found that consumers will be happy to use a mobile banking application if it enables them to easily perform financial transactions, which is in line with the results of a study carried out by [PERSON] et al. [46]. Moreover, outcomes of the research framework analysis confirmed that perceived benefits offered by mobile banking applications have a significant impact on customer satisfaction which confirms the findings of [PERSON] et al. [47]. [PERSON] et al. [2] emphasized that security is one of the most important dimensions of quality when mobile banking applications are tackled. The analysis of the conceptual model revealed that if users feel safe while conducting financial transactions with a mobile banking application,they will enjoy using it. We also discovered that if a mobile banking application has met users' expectations, they would like to continue to use it and recommend it to people who are relevant to them, which complies with the findings of current studies [49; 50]. [PERSON] et al. [51] revealed that age has a significant moderating effect on the adoption of mobile banking. As a follow-up, we found that there is a significant difference in the perceived quality of mobile banking applications among different age groups of their users.