The Impact of Digital Banking Service Quality on Customer Retention in Singapore

You are being invited to take part in a research study. Before you decide, please take a few minutes to read the information below so that you understand what the study involves. Who is conducting this research? This study is being carried out by a postgraduate student at Coventry University (PSB Academy, Singapore) as part of the PS6000SMM Research Dissertation module, under the supervision of Dr T. S. Neo. What is the purpose of the study? The purpose of this study is to understand how the service quality of digital banking – including mobile app usability, perceived security, customer trust and service convenience – influences customer retention in Singapore. Who can take part? The study is open to Singapore residents aged 18 or above who have used a digital or mobile banking application (such as Trust Bank, GXS Bank, MariBank, DBS/POSB, OCBC or UOB). No one under the age of 18 may take part. Do I have to take part? Taking part is entirely voluntary. You are free to withdraw at any time before submitting your responses, without giving a reason. As the survey is anonymous, responses cannot be identified or removed once submitted. What will I be asked to do? You will complete a short anonymous questionnaire containing a few background questions and about 20 rating-scale (Likert) questions about mobile banking app usability, perceived security, customer trust, service convenience and your intention to continue using the bank. It should take approximately 5–7 minutes. Risks, benefits and confidentiality There are no anticipated risks and no payment for taking part. Your participation is completely anonymous: no personally identifiable information – including your name, contact details, bank account details, NRIC numbers, income, passwords or transaction records – will be collected. All responses are kept confidential and reported only in aggregate (summarised) form. Use of data, results and ethics approval The anonymous data will be stored securely on a password-protected device, used only for this academic dissertation, and securely deleted after assessment. The study has been reviewed and approved through the ethics approval process of Coventry University / PSB Academy. For questions, contact the student researcher at [student email]@student.coventry.ac.uk or the supervisor, Dr T. S. Neo.