# Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study
## 3 Methodology  
### Research Framework  
Mobile banking applications offer various services, such as an overview of bank account details, financial transaction execution, and loan application. Customers perceive quality through the use of those functionalities as well as through the non-tangible dimensions such as responsiveness, efficiency, feedback, ease of use, usefulness, and security of private data, which result in satisfaction/dissatisfaction with mobile banking applications and affect behavioral intention related to their continued use by consumers. Responsiveness (RES) refers to the degree to which mobile banking application quickly reacts to users' requests and actions [39]. Even though the execution of financial transactions can take time, especially from one bank to another or abroad, mobile banking application needs to make sure that it looks like the transaction is instant, even if it gets completed hoursor days later. Responsive mobile banking applications enable users to commit multiple transactions in a short period which makes them an efficient and easy-to-use means of payment [19]. In that respect, we propose the following hypotheses:  
**H1. **: _Responsiveness has a significant positive impact on efficiency in the context of mobile banking applications._
**H2. **: _Responsiveness has a significant positive impact on the ease of use in the context of mobile banking applications._  
Efficiency (EFF) denotes the degree to which the use of mobile banking applications saves clients' resources [40]. The possibility of consuming bank services wherever and whenever clients need them and providing support for performing immediate actions such as money transfers or bills payment [41] in a few taps instead of waiting in line at the bank saves time, thus making mobile banking applications beneficial for the client. Therefore, we propose the following hypothesis:  
**H3. **: _Efficiency has a significant positive impact on usefulness in the context of mobile banking applications._  
Feedback quality (FEDQ) presents the degree to which notifications provided by mobile banking applications are concise and unambiguous for the users [42]. Clear and understandable feedback from mobile banking applications facilitates monitoring bank account changes and simplifies insight into conducted and upcoming (that have been initiated but have not yet affected bank account balance) transactions, due payments, etc. [34]. Given that the quality of feedback offered by mobile banking applications affects users' actions related to managing personal finances, we are proposing the following hypothesis:  
**H4. **: _Feedback quality has a significant positive impact on the ease of use in the context of mobile banking applications._  
Ease of use (EASE) indicates the extent to which interaction with mobile banking applications is effortless [43]. According to [PERSON] et al. [44], perceived ease of use significantly affects perceived usefulness which, in turn, positively contributes to the adoption of mobile banking. Thus, we propose the following hypothesis:  
**H5. **: _Ease of use has a significant positive impact on usefulness in the context of mobile banking applications._  
While customer satisfaction (SAT) denotes the degree to which mobile banking application has met clients' expectations, usefulness (USE) refers to the extent to which the use of mobile banking applications enhances clients' performances in conducting financial transactions [45]. A recent study completed by [PERSON] et al. [46] revealed that usefulness and ease of use are significant determinants of customer satisfaction in the banking sector. Additionally, findings of a study carried out by [PERSON] et al. [47] indicate that benefits offered by mobile banking are positively related to customer satisfaction. Therefore, we propose the following hypotheses:  
**H6. **: _Ease of use has a significant positive impact on customer satisfaction in the context of mobile banking applications._  
**H7.