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.