# Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study
## Appendix A Responsiveness (RES)  
RES1. Response time during the execution of services offered by a mobile banking application is acceptable.  
RES2. The time required for authentication when launching a mobile banking application is acceptable.  
RES3. Response time when refreshing the mobile banking application is acceptable.  
Efficiency (EFF)  
EFF1. Mobile banking application enables me to quickly perform actions related to managing my finances [19].  
_EFF2. Mobile banking application enables fast execution of financial transactions._  
EFF3. The services provided by a mobile banking application can be performed in a small number of steps.  
_EFF4. Executing financial transactions through a mobile banking application saves time._EFF5. Mobile banking application allows me to conduct financial transactions efficiently [26].  
Ease of use (EASE)  
_EASE1. Mobile banking application allows me to easily perform actions related to managing my finances._  
EASE2. I do not put much effort into using the services provided by a mobile banking application.  
EASE3. It is easy to conduct financial transactions using a mobile banking application.  
EASE4. The mobile banking application is easy to use [19].  
EASE5. Mobile banking application gives me easy insight into account balances.  
Usefulness (USE)  
USE1. Using the mobile banking application contributes to a higher quality of performing bank services [19].  
USE2. I find the mobile banking application appropriate for performing financial transactions.  
_USE3. I believe that the mobile banking application is suitable for checking account balances._  
USE4. The use of a mobile banking application increases the performance of users in conducting financial transactions.  
USE5. I believe that the mobile banking application facilitates the management of personal finances.  
Feedback Quality (FEDQ)  
FEDQ1. Mobile banking application gives me clear feedback.  
FEDQ2. The mobile banking application offers me complete feedback.  
FEDQ3. Mobile banking application provides me with timely feedback [77].  
FEDQ4. Mobile banking application gives me relevant feedback.  
Security of Personal Data (SEC)  
SEC1. I believe that mobile banking application protects my personal information [78].  
SEC2. I feel safe while working with the mobile banking application.  
_SEC3. I believe that mobile banking application protects my privacy._  
SEC4. I feel safe when submitting personal data to a mobile banking application.  
Customer satisfaction (SAT)  
SAT1. I am satisfied with the quality of services offered by a mobile banking application [79].  
SAT2. I am happy with the way financial transactions are executed using the mobile banking application.  
SAT3. The mobile banking application has met all my expectations.  
SAT4. It is pleasant to use a mobile banking application.  
Behavioral Intention (BEH)  
BEH1. I intend to continue to use a mobile banking application [80].  
BEH2. I will use a mobile banking application often in the future.  
BEH3. I would recommend the use of a mobile banking application to people that are important to me [80].  
BEH4. I would recommend the use of a mobile banking application to anyone who needs to carry out financial transactions.  
Note that items in italic are removed from the research framework because they failed to meet the requirements of reliability indices.