E-service quality model for assessing customer satisfaction of mobile banking application

The increasing growth of mobile device users, as well as the reduction in mobile data charges, have given way for the provision of mobile banking services. Banks are now extending their services from the traditional face-to-face banking interactions to a self-service system. Although mobile banking has grown exponentially, many users are not confident to transact using their phones due to the low e-service quality of mobile banking. To address the issue, this study proposes an enhanced model for assessing the e-service quality of mobile banking while examining the relationship between such e-service dimensions and customer satisfaction. To propose this model, MAPPSQL dimensions was adopted and was further extended by speed recovery and security from E-S-Qual dimensions. The primary data obtained from users of the mobile banking service in Nigeria were measured and analysed. A total number of 156 responses were obtained and analysed using structural equation modelling (SEM) of smart partial least square 2 (SmartPLS 2) software. Hypothesis tests were conducted to determine the relationship between the identified dimensions (i.e., app design, functionality, customization, assurance, fulfilment, service recovery, speed efficiency, and security) and customer satisfaction. The results show that app design, fulfilment and security are positively significant to customer satisfaction while functionality, customization, assurance, service recovery and speed efficiency are not significant to customers satisfaction. The results reveal that service providers should focus more on the dimensions of app design, fulfilment and security because these dimensions are vital indicators of customer satisfaction in mobile banking. The findings in this study will provide guidance and useful information to service providers on how the e-service quality of mobile banking systems can be improved

Use of Seed Sprouting in Modification of Food Nutrients and Pasting Profile of Tropical Legume Flours

The study investigates the effect of seed sprouting on minerals, anti nutrients and pasting characteristics of flours produced from some tropical legume seeds. Samples were collected from cowpea (Vigna ungulculata); red kidney beans (Phaseolus vulgaris); and Pigeon pea (Cajanus cajan) and each sample was divided into two portions. A portion was sprouted while the other portion served as the control. The flours from sprouted and non-sprouted seeds were analyzed for the minerals, anti nutritional and pasting properties. The samples were found to differ significantly (p < 0.05) in the minerals, anti nutritional composition and pasting properties of the flours. Sprouting increased the mineral contents of the flours generally the calcium content of non-sprouted red kidney beans (13.8 mg/100 g) increased to 16.1 mg/100 g in the sprouted flour. The haemagglutinin decreased from 40.6 HU/mg in non sprouted red kidney to 6.4 HU/mg in the sprouted. The final viscosity of the non sprouted flours were higher than those of the sprouted, with non sprouted cowpea scoring the highest, 272 RVU, while sprouted red kidney beans had the least, 109.06 RVU, which implies that sprouting caused a reduction in the gel strength and elasticity of the samples. Seed sprouting effectively increased the mineral nutrients and lowered the anti nutrients, but produced steamed paste with poor gel strength.Keywords: Legume seeds, seed sprouting, calcium, haemaglutenin, final viscosity