# Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study
## 4 Results
### Model Assessment
Although VIF values of 5 or higher suggest collinearity issues among exogenous constructs, they can easily occur even at VIF values of 3 [66]. Therefore, VIF values should be close to 3 or lower. As shown in Table 5, VIF values for predictor constructs are in a range from 1.000 to 1.721 thus confirming the lack of collinearity in the structural model. \begin{table}
**BEH** & & & & & & & & & \\ \hline
**EASE** & 0.455 & & & & & & & & \\ \hline
**EFF** & 0.664 & 0.826 & & & & & & & \\ \hline
**FEDQ** & 0.474 & 0.617 & 0.647 & & & & & & \\ \hline
**RES** & 0.505 & 0.777 & 0.590 & 0.619 & & & & & \\ \hline
**SAT** & 0.737 & 0.786 & 0.711 & 0.711 & 0.844 & & & & \\ \hline
**SEC** & 0.423 & 0.428 & 0.352 & 0.573 & 0.431 & 0.536 & & \\ \hline
**USE** & 0.606 & 0.762 & 0.753 & 0.597 & 0.793 & 0.836 & 0.374 & \\ \hline \hline \end{tabular}
\end{table} 
Table 4: Heterotrait–Monotrait ratio of correlations (HTMT). \begin{table}
**BEH** & & & & & & & & \\ \hline
**EASE** & & & & & & & 1.708 & 1.721 \\ \hline
**EFF** & & & & & & & & 1.721 \\ \hline
**FEDQ** & & 1.305 & & & & & & \\ \hline
**RES** & & 1.305 & 1.000 & & & & & \\ \hline
**SAT** & 1.000 & & & & & & & \\ \hline
**SEC** & & & & & & 1.191 & & \\ \hline
**USE** & & & & & 1.638 & & & \\ \hline \hline \end{tabular}
\end{table} 
Table 5: Results of testing collinearity among exogenous constructs in the structural model. The model's explanatory power is examined with the coefficient of determination (\(R^{2}\)), which represents the proportion of endogenous constructs' variance explained by the set of its predictors. The particularities of the research discipline and study being carried out play an important role in determining the acceptable values of \(R^{2}\)[70]. According to [PERSON] [71], in empirical studies on software quality evaluation \(R^{2}\) values of 0.15, 0.34, and 0.46 suggest weak, moderate, and substantial explanatory power of exogenous constructs in the research model, respectively. It is a common practice to interpret adjusted \(R^{2}\) since it tailors the value of \(R^{2}\) concerning the size of the model [67]. Study results presented in Table 6 indicate that 39.5% variance in behavioral intention was explained by customer satisfaction, 40.3% of the variance in ease of use was accounted for by responsiveness and feedback quality, 20.3% of the variance in efficiency was explained by responsiveness, 60.9% of the variance in customer satisfaction was accounted for by the ease of use, usefulness, and security of personal data while 45.2% of the variance in usefulness was accounted for by efficiency and ease of use. Considering the aforementioned, determinants of customer satisfaction and usefulness have substantial explanatory power, predictors of behavioral intention and ease of use have moderate explanatory power, while the antecedent of responsiveness has weak explanatory power. The hypothesized interplay among constructs in the research framework was examined by evaluating the goodness of path coefficients. Through bootstrapping resampling procedure, asymptotic two-tailed t-statistics were used to test the significance of path coefficients. While the number of cases was the same as the sample size, the number of bootstrap samples was 5.000. The outcome of testing the hypotheses is presented in Table 7. It was discovered that ease of use (\(\beta=0.277\), \(p<0.05\)), usefulness (\(\beta=0.465\), \(p<0.0001\)), and security of personal data (\(\beta=0.228\), \(p<0.05\)) significantly contribute to customer satisfaction, thus providing support for H6, H7, and H8, respectively. Data analysis also uncovered that responsiveness (\(\beta=0.459\), \(p<0.0001\)) and feedback quality (\(\beta=0.282\), \(p<0.0001\)) significantly affect the ease of use, thereby supporting hypotheses H2 and H4. Furthermore, efficiency (\(\beta=0.380\), \(p<0.0001\)) and ease of use (\(\beta=0.369\), \(p<0.0001\)) were found to have a significant impact on usefulness, thus demonstrating support for H3 and H5, respectively.