Objective: To measure the perception of privacy/security of personal data and reliability in the use of m-banking.
Design/methodology/approach: A set of 26 items was developed and applied to a sample of 292 Brazilian m-banking users. Data were analyzed using Multidimensional Item Response Theory, using the compensatory Gradual Response model. This model allows us to analyze the existence, or not, of compensatory aspects between elements of different dimensions of a multidimensional construct, as is the case of perceived quality. This is a quantitative and cross-sectional study in the Brazilian context and of individual users. Results: As a result, it was identified that m-banking users have a high degree of perceived reliability when using the banking application. Usage-oriented issues, such as service provided quickly/immediately, information provided without errors and delivery of the functionalities promised by the applications, show that the applications' ability to perform the service in a reliable and satisfactory manner is perceived by users. However, the degree of perception of privacy/security of personal information is still low, indicating that it needs to be treated as a priority by financial institutions.
Originality/value: The article presents the application of a statistical technique that has been gaining ground in publications in several areas, but is still little explored in the area of administration – Multidimensional Item Response Theory. In the article we present the potential of this technique for analyzing multidimensional latent traits, as is the case of perceived quality in the context of m-banking.
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