Sustainable mobile banking application : a text mining approach to explore critical success factors

Purpose: This study aims at identifying critical success factors of a sustainable mobile banking application using text mining approach. Design/methodology/approach: A total of 6,073 consumer reviews relating to a mobile banking application were collected and analyzed to meet the study objective. Latent Semantic Analysis (LSA) was done to identify the critical success factors of a sustainable mobile banking application. Findings: The results indicated that privacy and security, navigation, customer support, convenience and efficiency are the key factors. Research limitations/implications: The study findings enrich the mobile banking and sustainable service delivery channel literature. Practical implications: The results are expected to benefit the bankers in delivering effective banking services through a mobile banking application. Originality/value: Studies in the sustainability are few yet promising particularly the ones that use rigorous statistics suitable on thousands of data points to accomplish the study objectives.