Dissertations / Theses on the topic 'Mobile banking services'

The financial services sector is investing considerable sums of money into mobile banking services, but the uptake by customers has been low. The cost to benefit ratio of mobile banking is highly unsatisfactory when the costs of developing and managing the channel are considered. Many of the advantages of Internet banking are shared by mobile banking e.g. control and time saving. Mobile banking also offers higher convenience with the ability to carry out banking whenever and wherever you are. It is hoped that mobile banking can be as successful as Internet banking. A major factor in the low adoption of mobile banking is usability, and there is a need for research on the issues surrounding mobile banking as so far little has been conducted. This thesis seeks to investigate the usability issues surrounding Short Message Service (SMS) banking. It identifies three general functions of SMS in electronic banking: transactions, communication/CRM and security. Three empirical usability evaluations are presented that explored customers’ perceptions and attitudes of using these functions of SMS banking. The research presented here provides empirical evidence for the thesis that usability is a significant factor in the low customer adoption of SMS banking. It also shows that related to usability issues are customer concerns over the security of SMS as a banking channel. Older users will find SMS banking less usable than younger users and are more ambivalent regarding SMS in general. It recommends the most usable message input format to use in SMS banking and contributes insights on how best to realise the practical application of SMS banking and services. The findings from these studies will help improve usability in mobile banking services.

Bankindustrin är ett typiskt exempel på en industri som har tjänat otroligt mycket på information- och kommunikationsteknologiapplikationer. Dessa applikationer tar formen av Internet-baserad banktjänst, som inkluderar transaktioner av värdepapper, kontouppgifter, presentation av räkningar och betalningar samt transfereringar mellan konton och individer.

Mobila banktjänster är den naturliga förlängningen av dessa typer av tjänster. Med utvecklingen av digitala trådlösa teknologier, som mobiltelefonen, är mobil Internettillgänglighet nu förverkligad.

Denna uppsats undersöker den förändrande miljön i finansindustrin som uppkommit till följd av informationteknologier, och vidare de strategiska affärsmässiga överväganden som måste göras inom detta område.

En kvalitativ fallstudie ansågs vara den mest givande metoden att använda i vår forskning. Genom att undersöka marknade, genom att skicka ut en väl strukturerad enkät till tre av de största svenska bankerna (Nordea, SEB och Handelsbanken), med relevanta intervjufrågor angående deras involvering i mobila banktjänster, kunde deras potential avgöras. Intervjuerna utfördes sedan via telefon.

Vi drar slutsatsen att för att bli konkurrenskraftig i dagens värld av avancerade teknologier, är det avgörande att finansiella instutitioner positionerar sig genom att använda sig av sådana applikationer. Banker har de nödvändiga kapitaltillgångarna som krävs för att göra betydande investeringar i teknologisk infrastruktur. Om de inte hade anpassat sig till teknologier som bankomater, kreditkort, telefoner och Internet, skulle de lätt ha kunnat exkluderas från marknaden. Det är troligt att mobila banktjänster kommer att ha samma inverkan.

The banking industry is a typical example of an industry that has benefited tremendously from applications of information and communication technologies. These applications take their form in Internet-based banking, including transactions for equities trading, account enquiry, bill presentment and payments as well as transfers between accounts and people.

Mobile banking is the natural extension of these kinds of services. With the development of digital wireless technologies, such as the mobile phone, mobile Internet access is now enabled.

This thesis examines the changing landscape of the financial industry due to information technologies and the strategic considerations of mobile banking from a business perspective.

For us a single case study with a qualitative approach has been seen as the most rewarding method to apply in our research. By investigating the market, through sending out a well-structured survey to three of the major Swedish banks (Nordea, SEB and Handelsbanken), with relevant interview questions on their involvement in m-banking, their potential could be distinguished. The interviews were then conducted over the phone.

We conclude that in order to achieve a competitive edge in today’s world of advanced technologies, it is crucial that financial institutions position themselves in deploying these applications. Banks have the necessary capital assets in order to make significant invest-ments in technology infrastructure. Without having adapted themselves to technologies such as ATMs, credit cards, phones and the Internet, they would easily have been excluded from the market. It is likely that mobile banking will have the same impact.

Mobile phone service is increasing among low income populations; however, with over 1 billion mobile service users worldwide, many people still lack banking services. Banks do not reach out to the poor because of the high operational costs involved. Scholars and industry practitioners have indicated that mobile phones could be an alternative channel for delivering financial services to the less advantaged and unbanked, without requiring a traditional bank with a branch network. The purpose of this bounded case study was to explore the strategies bank managers used to implement the new mobile banking service to the Ethiopian community. The new product development theory served as the conceptual framework for this study. Twenty experienced bank managers were interviewed from the leading private bank in Ethiopia. Data were segmented and categorized. After member checking and triangulation, data were sorted into 4 themes: development, testing, commercialization of new products or services, and an organizational commitment to adopt new technologies and innovative processes. The findings may contribute to the body of knowledge regarding strategies bank managers can use for implementing and introducing new products in order to contribute to the prosperity of individuals, businesses, and communities.

“Over the past ten years, ITCs have become an important element in sustaining economic growth and poverty reduction through increasing efficiencies, enabling the delivery of social services, or creating new sources of income and employment” (Fourati, 2009, p. 37) . m-banking is one such technological development that has a potential to increase economic participation by low-income consumers. This research examines the factors influencing the adoption of mobile banking by low-income consumers in South Africa, with a special focus on the banking needs of the poor. The research framework was adapted from Tan and Teo (2000) and assessed the impact of these nine variables on the intention to adopt m-banking: relative advantage, compatibility with values, compatibility with banking needs, compatibility with cell phone use experience, complexity, “trialibility”, risk, self-efficacy and support. Data for this study was collected through a physical hardcopy survey in Soweto, in Gauteng.The research found that low-income consumers will consider adopting m-banking as long as it is offers them an improved way over the current mechanisms of managing their money, it is compatible with their financial services needs and they consider themselves as having the necessary skills to use it.
Dissertation (MBA)--University of Pretoria, 2012.
Gordon Institute of Business Science (GIBS)
unrestricted

Thesis (PhD)--Stellenbosch University, 2013.
ENGLISH ABSTRACT: The convergence of the Internet, wireless technologies, and mobile devices has led to the development of a new paradigm of transacting, namely, mobile commerce. Because banking activities are easily digitised and automated, banks have seized the mobile transacting opportunity and have developed cellphone banking applications that allow more flexibility for bank clients than internet banking in terms of anywhere, anytime banking. For banks, considering the benefits associated with multi-channel customers, the ideal situation would be that bank clients using internet banking also adopt and continue to use cellphone banking in the future. Therefore, to assist marketing managers with the development of marketing strategies to enhance the concurrent use of internet and cellphone banking, this study investigates the influence of internet banking cognitive evaluations on the perceived usefulness and the perceived ease of use of cellphone banking in the formation of the intention to use and the continuance of use intention of cellphone banking. A literature review revealed that two consumer behaviour theories can guide crosschannel cognitive evaluations between the internet banking and cellphone banking channel namely, expectation-transfer theory and status quo bias theory. In the context of this study, expectation-transfer theory can explain cross-channel evaluative synergies from the internet banking channel to the cellphone banking channel, as well as dissynergies; whilst status quo bias underpins only evaluative dissynergies. These theories point to internet banking beliefs that could influence the perceived ease of use and perceived usefulness of cellphone banking. Based on the literature review, a conceptual model was developed of the formation of intention to use and the continuance of use intention of cellphone banking in an internet banking context. To assess the validity of the model empirically, data were collected from 678 users of only internet banking and 491 users of both internet and cellphone banking. The data collected in the empirical phase of the study were analysed using the structural equations modelling (SEM) software program AMOS 20.0. The results revealed that the perceived convenience and time saving of internet banking positively influence the perceived usefulness of cellphone banking for the users of both internet and cellphone banking. On the other hand, only the perceived convenience of internet banking influenced the cellphone banking usefulness perceptions of the users of only internet banking. Furthermore, internet banking trust and risk perceptions only influenced the cellphone banking usefulness perceptions of the users of only internet banking. Expectation-transfer in both cohorts was also confirmed between the ease of use perceptions of internet banking and the perceived ease of use of cellphone banking. The results also confirmed that internet banking facilitating conditions negatively influence the perceived usefulness of cellphone banking (evidence of status quo bias). The theoretical contribution of the study is apparent at three different levels. Firstly, the conceptual model of cross-channel cognitive evaluations extends the Technology Acceptance Model (TAM) with beliefs of a related technology as the determinants of perceived usefulness and perceived ease of use. Secondly, the study provides more insights into how cross-channel cognitive evaluations influence the formation of intention to use and the continuance of use intention of cellphone banking. And lastly, the study identifies additional sources of expectation-transfer and status-quo bias in the multichannel marketing context. The study provides valuable insights into internet – cellphone banking multi-channel consumer behaviour that should be considered by managers in the development of cellphone banking marketing strategies. To facilitate the conversion from internet banking to the concurrent usage of internet and cellphone banking, managers of cellphone banking services must ensure that the internet banking service is reliable and risk free. Equally important, cellphone banking must be marketed as a complementary channel to internet banking. In other words, the usefulness of cellphone banking must be emphasised in situations when the bank client is not near a computer to do internet banking or when he/she does not have the time or money to use a computer for internet banking. And lastly, to enhance the adoption of cellphone banking marketing communications must emphasise the similarities between internet and cellphone banking so that expectation-transfer between the two channels can influence behavioural intentions to adopt cellphone banking. Based on the results of the study, several recommendations can be made to enhance the continuance of use of cellphone banking. Firstly, marketing communications must remind the concurrent users of internet and cellphone banking of why they are using cellphone banking. The most important reason to remind them of is the usefulness of cellphone banking in situations where there is a lack of internet banking facilitating conditions. Marketing managers should also take note that cellphone banking users do not draw on internet banking trust and risk perceptions to form perceptions of the usefulness of cellphone banking. It may be that they only consider trust and risk perceptions directly related to cellphone banking. This conclusion emphasises the importance of cellphone banking trust and risk perceptions in cellphone banking continuance of use behaviour. Finally, the study quantified the influence of internet banking cognitive evaluations on the formation of intention to use and the continuance of use intention of cellphone banking. Considering this result, the study provides valuable information for marketing managers of cellphone services. The methodology employed can also guide future studies exploring cross-channel evaluations in a multi-channel marketing context.
AFRIKAANSE OPSOMMING: Die sameloop van maklike toegang tot die Internet, die ontwikkeling van draadlose tegnologieë en die beskikbaarheid van mobiele toestelle het gelei tot ʼn nuwe transaksieparadigma, naamlik mobiele handel. Aangesien bankaktiwiteite maklik digitiseer en outomatiseer, het banke die mobiele verrigtingsgeleentheid aangegryp en selfoonbankaanwendings ontwikkel wat vir bankkliënte meer buigsaamheid as internetbankdienste inhou wat ‘enige plek, enige tyd’ bankwese betref. Gegewe die voordele van multikanaal gebruik, is die ideaal vir banke dat kliënte wat internetbankdienste gebruik, ook selfoonbankdienste aanvaar en in die toekoms bly gebruik. Met die oog daarop om bemarkingsbestuurders by te staan in die ontwikkeling van bemarkingstrategieë om die gelyktydige gebruik van internet- en selfoonbankdienste te bevorder, ondersoek hierdie studie die invloed van kognitiewe evaluerings oor internetbankwese op die waargenome nuttigheid en waargenome maklike gebruik van selfoonbankdienste in die vorming van die gebruiksvoorneme en voortgesette gebruiksvoorneme ten opsigte van selfoonbankdienste. ʼn Literatuuroorsig het getoon dat twee verbruikersgedragsteorieë kruiskanaal kognitiewe evaluerings tussen die internetbankkanaal en selfoonbankkanaal kan voorlig, naamlik, Verwagtingsoordragteorie (“Expectation-transfer Theory”) en Status Quo Vooroordeel Teorie (“Status Quo Bias Theory”). In die konteks van hierdie studie kan Verwagtingsoordragteorie kruiskanaalevalueringsinergieë en dissinergieë van die internetbankkanaal na die selfoonbankkanaal toe verduidelik, terwyl Status Quo Vooroordeel Teorie slegs evaluerende dissinergieë stut. Hierdie teorieë belig internetbankoortuigings wat die waargenome nuttigheid en waargenome maklike gebruik van selfoonbankdienste kan beïnvloed. ʼn Konseptuele model van die vorming van die gebruiksvoorneme en voortgesette gebruiksvoorneme van selfoonbankdienste in ʼn internetbankkonteks is op grond van die literatuuroorsig ontwikkel. Met die oog daarop om die geldigheid van die model empiries te bepaal, is data van 678 gebruikers van slegs internet bankdienste en 491 gebruikers van internet sowel as selfoonbankdienste ingesamel. Die data wat tydens die empiriese fase van die studie ingesamel is, is met behulp van die strukturele vergelykingsmodelleringsagtewareprogram (“structural equations modelling” (SEM)) AMOS 20.0 analiseer. Volgens die resultate het die waargenome gerieflikheid en tydbesparing van internetbankwese die waargenome nuttigheid van selfoonbankdienste positief beïnvloed by gebruikers van beide internet en selfoonbankdienste. Hierteenoor het slegs die waargenome gerieflikheid van internetbankdienste die selfoonbankdiensnuttigheidswaarnemings van gebruikers van slegs internetbankdienste beïnvloed. Verder het internetbankdiensvertroue en risikowaarnemings slegs die selfoonbankdiensnuttigheid van die gebruikers van slegs internetbankdienste beïnvloed. Verwagtingsoordrag in beide kohorte is ook bevestig tussen die maklike gebruik persepsies van internetbankdienste en die waargenome maklike gebruik van selfoonbankdienste. Die resultate bevestig ook dat internetbankfasiliteringsomstandighede die waargenome nuttigheid van selfoonbankdienste negatief beïnvloed (manifestering van status quo vooroordeel). Die teoretiese bydrae van die studie blyk op drie vlakke. Eerstens brei die konseptuele model van kruiskanaal kognitiewe evaluerings die Tegnologie Aanvaardingsmodel (“Technology Acceptance Model” (TAM)) uit ten opsigte van oortuigings oor ʼn verwante tegnologie as die bepalers van waargenome nuttigheid en waargenome maklike gebruik. Die studie bied tweedens ook insigte in hoe kruiskanaal kognitiewe evaluerings die vorming van gebruiksvoorneme en voortgesette gebruiksvoorneme van selfoonbankdienste beïnvloed. Die studie identifiseer laastens ook addisionele verwagtingsoordrag- en status quo vooroordeel bronne in die multikanaalbemarkingskonteks. Die studie bied waardevolle insig oor internet – selfoonbankmultikanaal-verbruikersgedrag wat bestuurders in die ontwikkeling van selfoonbank-diensbemarkingstrategieë moet oorweeg. Om die oorskakeling van internetbankdienste na die gelyktydige gebruik van internet en selfoonbankdienste te fasiliteer, moet bestuurders van selfoonbankdienste verseker dat internetbankdienste betroubaar en risikovry is. Wat net so belangrik is, is dat selfoonbankwese as ʼn komplementêre kanaal tot internet bankwese bemark moet word. Die nuttigheid van selfoonbankwese moet, met ander woorde, beklemtoon word in situasies waar die kliënt nie naby ʼn rekenaar is vir internetbankgebruik nie of wanneer hy/sy nie die geld of tyd het om ʼn rekenaar vir internetbankdienste te gebruik nie. Laastens, om die aanvaarding van selfoonbankwese te versterk, moet bemarkingskommunikasiemateriaal die ooreenkomste tussen internet en selfoonbankwese op so ʼn wyse beklemtoon dat verwagtingsoordrag tussen die twee kanale gedragsvoornemens om selfoonbankdienste te aanvaar, beïnvloed. Verskeie aanbevelings spruit voort uit die resultate oor hoe die voortgesette gebruik van selfoonbankdienste verhoog kan word. Eerstens moet bemarkingskommunikasieboodskappe die gelyktydige gebruikers van internet en selfoonbankwese herinner waarom hulle selfoonbankdienste gebruik. Die belangrikste rede in hierdie verband is die nuttigheid van selfoonbankwese in situasies waar internetbankfasiliteringsomstandighede afwesig is. Bemarkingsbestuurders moet ook in ag neem dat selfoonbankgebruikers nie op internetbankvertroue en risikowaarnemings steun om persepsies oor die nuttigheid van selfoonbankwese te vorm nie. Hulle oorweeg waarskynlik net vertroue en risikopersepsies wat direk met selfoonbankdienste verband hou. Hierdie gevolgtrekking beklemtoon die belangrikheid van vertroue in selfoonbankdienste en riskowaarnemings in voortgesette selfoonbankgebruikgedrag. Laastens, die studie kwantifiseer die invloed van kognitiewe evaluering oor internetbankwese in die vorming van selfoonbankwese gebruiksvoorneme en voortgesette gebruiksvoorneme. Veral in die lig van hierdie resultaat bied die studie waardevolle inligting vir selfoonbankdiensbemarkingsbestuurders. Die metodes wat gebruik is, kan ook verdere studies waarin kruiskanaalevaluerings in ʼn multikanaal-bemarkingskonteks ondersoek word, rig.

Cette thèse étudie les déterminants de l'adoption des services financiers par téléphonie mobile et ses conséquences sur les comportements financiers individuels dans les pays en développement. Elle est composée de trois chapitres/articles auto-référents. Le premier chapitre étudie l'adoption croissante des services financiers par téléphonie mobile dans les pays en développement en distinguant mobile money (utilisation du mobile pour accéder à des services financiers) et mobile banking (services financiers liés à un compte bancaire accessibles par téléphonie mobile) et en confrontant l'Afrique Sub-Saharienne aux autres pays en développement. L'étude montre que le mobile money est plus répandu que le mobile banking dans les pays en développement mais plus encore en Afrique Sub-Saharienne. Les déterminants de son adoption sont liés aux facteurs macroéconomiques, à l'étendue des services financiers et des activités d'intermédiation du secteur bancaire dans chaque pays et surtout de l'ampleur des transferts d'argent des migrants. Le chapitre 2 analyse l'impact de l'adoption du mobile money sur le comportement individuel d'épargne à partir de données d'une enquête de terrain menée au Burkina Faso en 2014. En distinguant l'épargne selon qu'elle est constitué pour des événements prévisibles ou non, les résultats montrent que le mobile money a un impact favorable sur l'épargne lorsqu'elle est destinée à faire face à des événements imprévisibles et plus particulièrement à d'éventuels problèmes de santé. Les résultats plus précis révèlent que ce sont en fait les groupes défavorisés à qui le mobile money permet effectivement de développer cette capacité d'épargne, la sécurité et la possibilité de transferts d'argent dans la sous-région apparaissent comme les principaux facteurs explicatifs. Le chapitre 3 exploite ces données d'enquête en étudiant l'impact de l'adoption du mobile money sur l'utilisation des services financiers traditionnels (formels et informels). L'analyse montre que les utilisateurs du mobile money le privilégient pour effectuer leurs dépôts grâce aux avantages qu'il apporte en termes d'accès, de coût, de liquidité et de confidentialité par rapport aux services financiers traditionnels. Cependant, l'étude révèle que l'utilisation du mobile money renforce l'accès des usagers des services financiers informels et des groupes défavorisés à la fois aux banques et aux caisses d'épargne
This dissertation investigates determinants of mobile financial technology adoption and its consequences on individual financial behaviors in developing countries. It is structured around three chapters/self-contained papers. The first chapter explores the growing adoption of mobile financial technology in developing countries by distinguishing mobile money (use of a mobile phone to access financial services) from mobile banking (access of banking services using a mobile phone) and setting Sub-Saharan Africa against other developing countries. The results show that mobile money adoption dominates mobile banking in developing countries especially in Sub-Saharan Africa. Determinants of its adoption include macroeconomic factors, outreach of financial services, banking sector intermediation activities and especially remittances. The second chapter analyzes the impact of mobile money adoption on individual saving behavior by using individual-level survey data that we designed and conducted in 2014 in Burkina Faso. By distinguishing saving for predictable events from that for unpredictable events, the findings show that mobile money has a positive impact only on saving for unpredictable events especially saving for health emergencies. Precisely, the results show that disadvantaged groups who use mobile money are likely to save for health emergencies, and that safety and the availability of money transfers within the sub-region appear as factors that may explain the use of mobile money to save for health emergencies. The third chapter exploits the same survey data to analyze the impact of mobile money adoption on the usage of traditional (formal and informal) financial services. The results show that mobile money is preferred for deposits over traditional financial services because of the convenience that it provides in terms of relative access, risk, liquidity and privacy. Interestingly, the results reveal that the use of mobile money brings participants in informal deposit mechanisms and disadvantaged groups toward banks and credit unions

With the convergence of banking services and mobile technologies, users are able to conduct banking services at any place and at any time through mobile banking (Gu, Lee&Suh, 2009). This research examines the factors influencing the adoption of mobile banking by the Bottom of the Pyramid (BOP) in South Africa, with a special focus on trust, perceived cost and perceived risk including the facets of perceived risks: performance risk, security/privacy risk, time risk, social risk and financial risk. The research model includes the original variables of extended technology acceptance model (TAM2) (Venkatesh&Davis, 2000). Data from this study was collected through a physical hardcopy survey in townships around Gauteng. The research has found that customers in the BOP will consider adopting mobile banking as long as it is perceived to be useful and perceived to be easy to use. But the most critical factor for the customer is cost; the service should be affordable. Furthermore, the mobile banking service providers, both the banks and mobile network providers, should be trusted. Trust was found to be significantly negatively correlated to perceived risk. Thus, trust plays a role in risk mitigation and in enhancing customer loyalty. Copyright
Dissertation (MBA)--University of Pretoria, 2010.
Gordon Institute of Business Science (GIBS)
unrestricted

This thesis addresses the issue of mobile banking and analyzes applications, which provides mobile banking services. Aim of this thesis is to compare individual applications and analyze different approaches of applications based on Java technologies. Structure of this thesis is divided into four main parts. First part describes composition of bank services. It defines traditional and direct banking and points out differences between both concepts. Then it tries to show the position of mobile banking within the hierarchy of the bank. Second part gives detailed information about mobile banking itself. There is a research of current mobile banking situation on Czech market in the third part. This research includes products comparison and assessment. The last part focuses on presenting principles and problems of development on mobile phones through Java and then it analyzes these Java solutions in practice. The main contribution of this thesis is to provide information for companies or banks that choose to implement their own new mobile banking solution. Then this thesis should serve as initial analysis, which defines key parts of banking applications and how they should be properly processed. It could help to create efficient and successful mobile banking solution.

The ubiquitous nature of mobile phones and their popularity has led to opportunistic value added services (VAS), such as mobile money, riding on this phenomenon to be implemented. Several studies have been done to find factors that influence the adoption of mobile money and other information systems. The thesis looks at factors determining the uptake of mobile money over cellular networks with a special emphasis on aspects relating to perceived security even though other factors namely perceived usefulness, perceived ease of use, perceived trust and perceived cost were also looked at. The research further looks at the security threats introduced to mobile money by virtue of the nature, architecture, standards and protocols of Global System for Mobile Communications (GSM). The model employed for this research was the Technology Acceptance Model (TAM). Literature review was done on the security of GSM. Data was collected from a sample population around Harare, Zimbabwe using physical questionnaires. Statistical tests were performed on the collected data to find the significance of each construct to mobile money adoption. The research has found positive correlation between perceived security concerns and the adoption of money mobile money services over cellular networks. Perceived usefulness was found to be the most important factor in the adoption of mobile money. The research also found that customers need to trust the network service provider and the systems in use for them to adopt mobile money. Other factors driving consumer adoption were found to be perceived ease of use and perceived cost. The findings show that players who intend to introduce mobile money should strive to offer secure and useful systems that are trustworthy without making the service expensive or difficult to use. Literature review done showed that there is a possibility of compromising mobile money transactions done over GSM

Este trabalho discute o mercado brasileiro de meios eletrônicos de pagamentos. O objetivo principal deste estudo é analisar os impactos causados pela evolução tecnológica do mercado brasileiro de meios de pagamentos eletrônicos, enfatizando a inovação e a ampliação dos serviços financeiros aos seus usuários. Para tanto, inicia com uma retrospectiva sobre as formas assumidas pela moeda, ao desempenhar uma de suas principais funções: ser um meio de troca ou de pagamento. A inovação é discutida a partir da revisão bibliográfica, que revisita desde autores renomados da teoria econômica, como Joseph Schumpeter, até publicações contemporâneas nas áreas de tecnologia da informação e de serviços. A caracterização do mercado de meios eletrônicos de pagamentos preocupa-se em evidenciar tanto aspectos quantitativos, que denotam o pujante crescimento deste mercado no Brasil e no mundo, como fatos que elucidam a interação deste segmento com a sociedade, em sua busca por maior bem-estar. O desenvolvimento da parte empírica conta com os dados sobre o uso do dispositivo mobile cedidos por uma instituição financeira. Os resultados provenientes da amostra verificada permitiram expandir a hipótese original, a saber, que o dispositivo mobile, além de ser considerado uma combinação inovadora, à luz da compreensão dos modelos e teorias abordados, é capaz de promover o melhor acesso e uso de serviços financeiros aos seus usuários.
This work deals with the Brazilian market for electronic payments. The aim of this study is to analyze the impacts of technological developments in the Brazilian market for electronic payments, emphasizing innovation and the expansion of financial services to its users. To accomplish that, it begins with a retrospective on the forms assumed by currency, to perform one of its main functions: to be a medium of exchange or of payments. Innovation is discussed by means of a brief literature review, revisiting from renowned authors of economic theory, like Joseph Schumpeter, to contemporary publications in the areas of technology information and services. The characterization of the market for mobile devices seeks to show both quantitative aspects that highlight the booming growth of this market in Brazil and the world, as well as facts elucidating the interaction of this segment with society, in their quest for greater well-being. The development of the empirical part includes the data obtained from a financial institution. The results from the sample verified allowed us to expand the original hypothesis that the mobile device, besides being an innovative gadget, in the light of understanding of the models and theories, is equally able to promote access and better use of financial services to its users.

Este trabajo busca identificar los factores relevantes que influyen en la intención de adopción de la banca móvil en potenciales personas que usan los servicios financieros en Lima Metropolitana, tomando como base una combinación del Modelo de Aceptación de la Tecnología (TAM) desarrollado por Fred David, y la Teoría de la Difusión de la Innovación (IDT) desarrollado por Rogers a través del análisis de siete constructos: utilidad percibida, facilidad de uso percibida, compatibilidad percibida, confianza percibida, credibilidad percibida, riesgo percibido, y costo de uso percibido. El aporte de la investigación es dar a conocer a los administradores de las empresas del sector financiero los factores más importantes que influyen en la intención de adopción de una nueva tecnología, para que puedan diseñar e implementar estrategias en canales como la banca móvil, con el fin de mejorar sus resultados a través de un incremento en los índices de la bancarización, aprovechando los niveles de penetración que tiene la telefonía móvil en el país, penetración que es más extensa que la de los servicios financieros formales. Para lograrlo se realizó un estudio cuantitativo y descriptivo en una muestra de 412 personas, y se utilizó cuatro pruebas estadísticas para analizar los constructos. Se determinó el nivel de impacto de los factores que intervienen en la intención de adopción de la banca móvil en los usuarios de Lima Metropolitana a través de un ranking de relevancia que muestran los factores que más influyen para adoptar e implementar nuevas estrategias sobre la banca móvil.
This paper wants to identify the relevant factors that influence the intention of adoption of mobile banking in potential people using financial services in Metropolitan Lima, based on a combination of the Technology Acceptance Model (TAM) developed by Fred David, and the Theory of the Diffusion of the Innovation (IDT) developed by Rogers through the analysis of seven constructs: perceived utility, perceived ease of use, perceived compatibility, perceived trust, perceived credibility, perceived risk, and perceived cost of use. The contribution of the research is to inform the administrators of the companies of the financial sector the most important factors that influence the intention of adopting a new technology, so that they can design and implement strategies in new financial channels such as mobile banking in order to improve its results through an increase in the rates of banking, taking advantage of the levels of penetration that mobile telephony has in the country, which is more extensive than that of formal financial services. To achieve this, a quantitative and descriptive study was carried out on a sample of 412 people corresponding to the population mentioned above, and four statistical tests were used to analyze the constructs. The level of impact of the factors involved in the intention of adoption of mobile banking in users of Metropolitan Lima was determined through a ranking of relevance that show the factors that influence the most to adopt and implement new strategies on mobile banking.
Tesis

Customers’ use of digital banking has reshaped traditional banking, and senior level bank executives must know how to leverage this innovation to improve customer service to increase profitability. Using the technology acceptance model as the conceptual framework, the purpose of this multiple case study was to explore effective digital banking strategies that senior level executives used to improve customer service to increase profitability. The target population for this study included senior-level executives from 3 banks in Mauritius possessing successful development and implementation experience in digital banking strategies to improve customer service. Data were collected through semistructured interviews and organizational documents, which were analyzed in accordance with Yin’s 5-phase data analysis process consisting of pattern matching, explanation building, time-series analysis, program logic models, and cross-case synthesis. The use of member checking and methodological triangulation increased the trustworthiness of data interpretations. Three themes emerged from the analysis of data: use of mobile strategies to migrate customers to digital banking, challenges to migrate customers to digital banking, and digital banking innovation. The implications of this study for positive social change include improving convenience to customers; promoting green banking; and providing easy access to banking to the poor, those with physical disabilities, and those living in remote and rural areas.

Includes abstract.
Includes bibliographical references.
Mobile banking in Zimbabwe as a new phenomenon has been generally unexploredacademically. The infant industry has seen various stakeholders step up to partake in thedevelopment of mobile banking services with various renditions of the phenomenonsurfacing. The coming together of the stakeholders from different backgrounds has not beenwithout complications. This study employs the Classic Grounded Theory methodology in aneffort to discover the main concerns of the stakeholders involved in the development ofmobile banking in Zimbabwe. The study finds that the main concern of these people ispartnering. A grounded theory on how the need for partnering is realised and pursued througha three stage process named the Realisations Process is developed. The Realisations Processis how the stakeholders involved resolve their main concern by initially realising their needfor partnering, reaching out to and engaging potential partners and eventually partnering withthem on the condition they similarly realise the need to partner.

Security concerns became high with the rapid technology advancement andwith the open nature of the internet. BankID is the leading electronic identificationsystem in Sweden which is used by around 5 million people in a variety ofpublic and private services. BankID allows users to securely authenticate themselvesand digitally sign important documents and transactions over the internet.In 2011, BankID Security App was launched to be used in mobile smartphones and tablet computers. In this paper, different components of the PublicKey Infrastructure (PKI) which is a cryptographic technique that enables usersto safely communicate over the insecure internet has been studied in detail. Furthermore,a test BankID-integrated PhoneGap based app on the Android platformis implemented and a performance evaluation and security analysis wereperformed. The test implementation of the BankID-integrated app on theAndroid platform provides user authentication and digital signing functions.The implemented backend system consists of a server with digital certificateand a database. The performance test emphasizes on the measurement of the accesstime between the components of the system and usability of the application.Access time measurement includes a reasonable amount of time in whichthe user is able to perform different activities in the system. In usability assessmentnumber of actions to perform a certain task and the ease of the user interfacehas been taken into consideration. The security analysis aims to identifypotential security flaws in the system and discuss possible solutions. The potentialsecurity risks we identified during the implementation of the system are theman-in-the-middle-attack, the Heartbleed bug, losing the mobile device andphysical access to the backend system. The potential security risks in the systemwere examined with regard to severity and probability of occurrence. Finally,the thesis project has been discussed in terms of the future work and system expansions.The result of the thesis will be used as a base in production developmentby Dewire, the company for which the thesis work has been conducted.

The fundamental aim of this thesis is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers' intentions and usage of SST banking channels: Internet banking, Mobile banking, and Telebanking.

Alot of research has been done on the rise of m-banking service in Kenya and most notably by Olga in her PHD theses and others and they all have research on how thriving the service is majorly attributed to the adoption and acceptance of the service through ease of use e.t.c.It can be noted that any service like such require ICT in place.Through use of ICT innovation in the mobile industry has grown especially with use of mobile phone to offer financial services in Kenya. Even though Kenya as a country is still lagging behind in other areas with growth and expansion of ICT when it comes to the mobile industry this is different and it is seen as a major leap to offering banking services without necessarily going to the bank. Understanding how the m-banking service is thriving and growing is far from just mere adoption and ease of use, with my thesis i try to analyze the challenges and opportunities that exist for the mobile industry in Kenya. I tackle m-banking service in particular and as can be noted no service can be allowed to operate without rules and regulations and as such what makes this service thrive if not the ICT policies in place and what strategies and practices employed by the mobile operators have worked for them.The research presented here is an interpretative study of the 4 mobile operators in Kenya.To maintain the subscribers the operators have to be innovative enough to create value added services in line with the regulations in place.

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O objetivo desta pesquisa é compreender fatores que influenciam a intenção de uso da moeda social digital, especificamente a influência da Percepção de Confiança Inicial, Percepção de Facilidade de Uso, Percepção de Risco e da Oportunidade de Experimentar o aplicativo da moeda social. O referencial teórico fundamenta-se nas teorias que buscam compreender a intenção de uso dos serviços de pagamentos móveis (M-payment). Os dados foram coletados a partir de um questionário em um levantamento amostral aliado a um experimento de campo aplicado a 256 usuários da moeda social em cédula de três bancos comunitários. A Oportunidade de Experimentar foi uma condição experimental aleatorizada para permitir uma inferência causal mais consistente. Para o teste das hipóteses de pesquisa empregamos o método de PLS-SEM (partial least squares - structural equation modeling). Os resultados indicam que a Oportunidade de Experimentar o aplicativo afeta positivamente a intenção de uso da moeda social digital por meio de seu efeito na percepção de facilidade de uso e percepção de risco sobre o aplicativo. A percepção de confiança também se mostrou como um fator que aumenta a intenção de uso da moeda social digital.
This study aims to understand factors that affect the intention to use a digital social currency, namely the influence of the Initial perception of trust, Perception of ease of use, perception of risk and opportunity to try the app of the digital social currency. The theoretical framework is based on theories that try to explain the intention to use mobile payment services (M-payment). The empirical data was collected by means of a questionnaire in a survey experiment applied to 256 users of the paper social currency of three different community banks. The opportunity to try the app was an experimental condition randomly assigned in order to allow for robust causal inference of its effects. Hypotheses were tested using Partial Least Squares structural equation models (PLS-SEM). Results indicate that the opportunity to try the app positively affects the intent to use the digital social currency by means of its effect on the perception of ease of use and the perception of risk about the app. Trust also showed a positive effect on the intention to use the digital social currency.

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O fenômeno de Mobile Banking, emergente no Brasil, poderia ser caracterizado tanto pela magnitude das expectativas associadas a ele quanto por sua complexidade sócio-política e tecnológica. Por um lado, este fenômeno representa uma formidável estratégia para inclusão financeira de uma parcela significativa da população brasileira, bem como um canal potencialmente revolucionário para serviços bancários e financeiros inovadores. Por outro lado, este fenômeno ainda se encontra em uma fase inicial de desenvolvimento no país, contrariando expectativas, e vários eventos críticos são esperados antes de sua possível consolidação. Este trabalho teve por objetivo descrever e explicar os possíveis eventos críticos, trajetória e cenários relacionados ao fenômeno de Mobile Banking & Payments no contexto brasileiro, considerando-o como uma tecnologia-em-prática resultante da interação entre diversos agentes sociais. Com uma abordagem conceitual multi-nível focada em estudos na área de Tecnologia e Sistemas de Informação, orientada por uma postura epistemológica interpretativista e também crítica, buscou-se identificar os grupos sociais mais relevantes relacionados ao fenômeno analisado, avaliando as suas perspectivas e expectativas tecnológicas, ao mesmo tempo em que se buscou antecipar os possíveis processos de negociação e interação entre eles. Como resultado, foram construídos uma trajetória de eventos críticos de incerteza e dois cenários futuros considerados mais prováveis. Por conseguinte, foi possível analisar e endereçar propositivamente algumas questões críticas, com contribuições relevantes tanto para a teoria quanto para a prática.
The Mobile Banking phenomenon, still emergent in Brazil, could be characterized both by the magnitude of expectations related to it as well as by its sociopolitical and technological complexity. On the one hand, the phenomenon represents an effective strategy for inclusion of a significant part of the Brazilian population in the financial market and potential revolutionary channel for innovative banking and financial services. On the other hand, this phenomenon, despite the expectations, is still in its initial phases of development in the country, and several critical events are likely to happen before it may be consolidated. The aim of this academic work is to describe and explain these critical events, paths and scenarios related to the Mobile Banking & Payments phenomenon within the Brazilian context, being considering as a technology-in-practice that outcomes from the interaction among different social agents. This thesis aims to identify the most relevant social groups associated to the phenomenon under analysis using as conceptual multilevel approach, focused on studies in the of Technology and Information Systems, oriented by an interpretative and also critical epistemological attitude. To achieve this objective, the technological expectations and perspectives of these groups were evaluated, at the same time that possible negotiation and interaction processes among them were anticipated, thus yielding a sequence of critical events of uncertainty and two most probable future scenarios. As a result, it was possible to analyze and propose critical questions which will contribute both to the theory and the practice.

Wireless technologies, such as Worldwide Interoperability for Microwave Access (WiMAX) and Wireless Fidelity (WiFi), are making it easier to provide the much needed telecommunications infrastructure in marginalized areas worldwide. These technologies enable the rapid deployment of network services as well as their redistribution throughout these marginalized areas. The ability to bring Internet connectivity to previously underserviced and marginalized areas has the potential to leap-frog socio-economic development and improve participation in the global knowledge economy. This study investigated how wireless access technologies, such as WiMAX and WiFi, can be integrated and used to deliver ubiquitous distributed Internet connectivity with increased capillarity in rural areas. The research was undertaken within an ICT for Development (ICT4D) intervention called Siyakhula Living Lab (SLL) which is based in the Eastern Cape province of South Africa. The research further eliminated the accessibility constraints associated with long distances and remoteness from the Digital Access Nodes (DANs) and provided increased penetration in the network in contrast to the traditional Telecentre model which has been used extensively in ICT4D interventions. This was achieved by deploying WiFi hotspots around the DANs and extending the existing SLL WiMAX backbone to increase the network footprint to neighboring communities. The technical result of the research has been the provision of increased capillarity on the network and service redistribution throughout the entire Dwesa community. Consequently, this has given local community members an opportunity to access network services easily and ubiquitously. Finally, the research investigated and presented the benefits of such wireless network deployment configurations on ICT4D activities in marginalized areas.

El sector bancario ha experimentado cambios de mercado importantes a raíz de las expectativas del cliente, capacidades tecnológicas, requerimientos regulatorios, la demografía y economía (PWC, 2020). Por esta razón, las instituciones financieras buscan crear ventajas competitivas a través de los alcances tecnológicos y experienciales (World Retail Banking Report, 2019). En consecuencia, la banca móvil (MB) surge en como la plataforma digital para realizar transacciones en dispositivos móviles (Masrek, 2018), la cual influencia la percepción del cliente, respecto al valor entregado que representan por los beneficios presentados en el uso (Dws Group, 2018). La presente investigación busca analizar el uso de banca móvil en Perú urbano a través de las variables: calidad de servicio, confianza, satisfacción y compromiso de marca. Se hará uso de un cuestionario de enfoque cuantitativo de dos partes, demográfico y uso de banca móvil. La metodología comprende un estudio correlacional causal, el cual será analizado bajo la técnica de modelos de ecuaciones estructurales (SEM).
The banking sector has undergone major market changes due to customer expectations, technological capabilities, regulatory requirements, demographics, and the economy (PWC, 2020). For this reason, financial institutions need to create competitive advantages through technological and experiential scopes (World Retail Banking Report, 2019). Consequently, mobile banking (MB) emerges as the digital platform to carry out transactions on mobile devices (Masrek, 2018), which influences the perception of the client, regarding the value delivered that they represent by the benefits presented in the usage (Dws Group, 2018). This research seeks to analyze the use of mobile banking in urban Peru through the variables: quality of service, trust, satisfaction and brand commitment. A two-part questionnaire will be used, demographic and mobile banking use. The methodology comprises a causal correlational study, which will be analyzed using the structural equation modeling (SEM) technique.
Trabajo de investigación

Esta investigación tiene como objetivo recolectar información académica y relevante en cuanto a los factores de la calidad de servicio y la manera en que se relacionan con la aceptación del uso del mobile banking. La metodología de investigación fue determinada con base en la búsqueda de estudios previos realizados con la misma línea de enfoque. El análisis mostrará la relación de los factores de la calidad de servicio (facilidad de uso percibida, utilidad percibida, seguridad/privacidad percibida, disfrute percibido, diseño/estética percibida y sociabilidad percibida), la confianza (benevolencia, competencia e integridad) y la actitud hacia el uso del mobile banking en Lima, Perú.
The objective of this research is to collect academic and relevant information regarding service quality factors and the way they are related to the acceptance of use mobile banking. The research methodology was determined based on the search for previous studies carried out with the same line of focus. The analysis will show the relationship of the factors of service quality (perceived ease of use, perceived usefulness, perceived security / privacy, perceived enjoyment, perceived design / aesthetics and perceived sociability), trust (benevolence, competence and integrity) and attitude towards the use of mobile banking in Lima, Peru.
Trabajo de investigación

The retail banking sector is undergoing unprecedented business disruptions due to changing consumer patterns and increased competition from non-banking institutions. The most practical responses to these new risks are digitalisation of the retail banking services and sourcing pragmatic approaches to transform the business strategies and operating models. This study focuses on understanding customer behaviour intentions when new digital innovations are introduced by retail banks. The study centres on mobile banking apps as a use case, examining behaviour intentions of customers who have already registered for the mobile banking app, with the analysis conducted using the unified theory of acceptance and use of technology model. In addition to the constructs in the unified theory of acceptance and use of technology model, personal innovativeness was incorporated as an antecedent. The analysis includes service innovation as a moderator. A quantitative study was conducted based on covariance-based structural equation modelling to test the hypotheses. The main findings were that facilitating conditions and personal innovativeness have a positive and significant relationship with behaviour intentions, whilst effort expectancy has a negative but significant relationship with behaviour intentions. Service innovation moderates the relationship between all the antecedents and dependent variables, with the exception of social influence. The implications for retail banks are that the service provider’s role is significant in enabling behaviour intentions with the key indicators highlighted by facilitating conditions and service innovation. As a contribution, retail bankers must note that technology companies continue to gain competitive edge in the digitalisation of financial services offerings and may out-compete banks over time given their stronger disposition to service innovation.
Mini Dissertation (MPhil)--University of Pretoria, 2020.
Gordon Institute of Business Science (GIBS)
MPhil
Unrestricted

Thesis (MSc)--Stellenbosch University, 2012.
ENGLISH ABSTRACT: This thesis investigate the di erent available GSM bearer channels that can be used to launch a cellphone banking application. Speci c attention is given to launch such a cellphone banking application to the so called \bottom of the pyramid". In South Africa, there are an estimate 11 to 13 million people with no bank accounts. The cellphone create an ideal opportunity to be used as a tool to reach this untapped market segment that today mainly uses cash to pay for day to day living expenses. The thesis provide more information on the cellphone banking arena in South Africa as well as certain projects in other parts of the world. The thesis also highlight new devel- opments on cellphone technology that include Android and IPhone delivery channels. Focus is placed on how the cellphone banking presentation layer must be delivered through the USSD GSM bearer channel. USSD is at the current moment the ultimate channel to consider due to its extensive reach and ability to work on any GSM cellphone handset. In conclusion, although cellphone banking can be used by any person, the bene t to bring nancial services to the bottom end of the pyramid must be considered to achieve nancial inclusion. The cellphone due to its reach is the ideal medium to access this lower end market.
AFRIKAANSE OPSOMMING: Hierdie tesis ondersoek beskikbare GSM selfoon kanale wat gebruik kan word om 'n selfoon bankdienste toepassing te initieer. Spesi eke aandag word gegee om so 'n selfoon bankdienste toepassing uit te rol na die sogenaamde onderste gedeelte van die bevolkings piramiede. Die tesis verskaf meer informasie oor die selfoon bankdienste arena in Suid Africa maar dit brei ook ooit oor sekere soortgelyke projekte in ander dele van die wereld. Die tesis lig ook nuwe ontwikkelings uit in selfoon tegnologie wat Android en IPhone mediums insluit. Fokus word geplaas op die selfoon bankdienste vertoning deur die USSD GSM kanaal. USSD is huidiglik die beste kanaal om te oorweeg as gevolg van die wydverspreide beskik- baarheid omdat die tegnologie op enige selfoon handstuk werk. Die uiteindelike gevolgtrekking uit die werkstuk is dat selfoon bankdienste deur enige persoon gebruik kan word, maar selfoon bankdienste is 'n goeie idee om te oorweeg om mense in te sluit uit die onderste gedeelte van die bevolkings piramiede. Die selfoon kan dus as 'n ideale medium gebruik word om hierdie mense te betrek by nansiele dienste.

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Nenhuma
Este estudo foi realizado com objetivo de analisar o caso de adoção de serviços bancários móveis (mobile banking ou m-banking) e o perfil dos clientes que utilizam esse serviço em um banco no contexto brasileiro, o Banco do Estado do Rio Grande do Sul (Banrisul). A pesquisa foi realizada por meio de um estudo de caso único no Banrisul, no qual foram realizadas entrevistas e análise de dados secundários. Foram pesquisadas as características de 628 usuários de mobile banking do banco pesquisado, contemplando-se 7046 acessos a esse serviço. A pesquisa utilizou como principal referencial teórico a Teoria de Difusão da Inovação (TDI) de Rogers (2003). Por meio da análise de dados foi possível identificar hábitos e características relacionadas ao comportamento dos usuários dos serviços de m-banking. O perfil do usuário de m-banking Banrisul encontrado foi: em geral é do gênero masculino, solteiro, possui curso superior, idade média de 33 anos (idades entre 26 a 35 anos), com renda mensal entre R$ 2.000,00 a R$ 3.000,00 Reais. Os principais serviços utilizados são: extrato de conta corrente (65,2%), saldo de conta corrente (30,4%) e transferências entre contas (2,6%), totalizando 98,2% dos serviços utilizados no período estudado. O conhecimento desses dados é importante, pois os usuários analisados podem ser considerados como os usuários inovadores ou adotantes iniciais de acordo com a TDI. O conhecimento de seu perfil e hábitos de acesso é útil para planejar ações futuras relacionadas à difusão do mobile banking na instituição pesquisada. O conhecimento do caso também é útil a outras instituições e pesquisadores interessados em práticas de mobile banking.
This study was conducted to analyze the case of adoption of mobile banking (mobile banking or m-banking) and the profile of customers who use this service on a bench in the Brazilian context, the Banco do Estado do Rio Grande do Sul (Banrisul). The survey was conducted through a single case study in Banrisul, in which there were interviews and secondary data analysis. We investigated the characteristics of 628 users of mobile banking bank researched, covering 7046 to access this service. The survey used as the main theoretical Theory of Diffusion of Innovation (TDI) of Rogers (2003). Through data analysis it was possible to identify the habits and characteristics related to the behavior of users of m-banking services. The user profile of m-banking Banrisul was found: in general is male, single, have college degrees, average age 33 years (ranging from 26 to 35 years), with monthly income between R $ 2,000.00 R $ 3,000.00 reais. The main services used are: current account statement (65.2%), current account balance (30.4%) and transfers between accounts (2.6%), totaling 98.2% of services used during the study period. Knowledge of these data is important, because users were analyzed can be considered as innovative users or early adopters according to TDI. Knowing your profile and habits of access is useful for planning future actions related to the diffusion of mobile banking in this institution. The knowledge of the case is also useful to other institutions and researchers interested in mobile banking practices.

Bakgrund Klyftan mellan teknikanvändningen i olika åldrar växer. Framtidenspensionärer behöver kunna använda tekniska hjälpmedel. Samtidigt minskar kontanthanteringen i samhället och äldre får allt svårare att hantera sin ekonomi. Som lösning på denna förändring presenterades betallösningen Swish. Syfte Syftet med denna studie är att få en ökad förståelse för individers uppfattning och användning av betalningsapplikationer. Studien ämnar att undersöka hur olika individer i åldern 40-67 år upplever mobila betalningsapplikationer och om det är möjligt att främja adoptionsprocessen av dessa. Metod En kvalitativ studie som tagit utgångspunkt i verkligheten. Insamling av primärdata genom semistrukturerade intervjuer som har genomförts med både sakkunniga och privatpersoner. De sakkunniga har bidragit med ökad kunskap kring applikationen Swish. Som ett komplement till intervjuerna med icke-användare av Swish har författarna använt ett experiment för att testa intervjupersonernas förmåga samt för att få en djupare förståelse kring hur de uppfattar applikationen. Den insamlade empirin har sedan varit utgångspunkt för de teman som presenteras i studiens analysavsnitt. Slutsats Det går att påverka anammandet av mobila betalnings-applikationer. Det är sambandet mellan individens bankrelation, självbild av teknisk förmåga och triggerhändelser som är avgörande för hur kunden tar till sig dessa tjänster. Genom ett stöttande kundbemötande kan anammande främjas.
The divide between how people of different ages make use of technology grows. Future retirees will have to be capable of using assistive technology. As banks no longer keep and manage cash, older people find it increasingly difficult to manage their finances. To this problem, the payment solution Swish was introduced. The purpose of this study is to gain a better understanding of how users perceive and use payment applications. The study examines how individuals aged between 40-67 experience payment applications and whether it is possible to influence those who do not use them or not. This is a qualitative study based on actual user experiences. Primary data was collected through semi-structured interviews with both experts and users. The experts have contributed with their knowledge of Swish. As a complement to the interviews with people that do not use Swish, the authors used tested the interviewees' ability and to gain a deeper understanding of how they perceive the application through an experiment. The themes presented in the study's analysis section are based on empirical data. It is possible to influence user adoption of mobile payment applications. How customers embrace such services depend on a combination of factors like their relationship with the bank, how they perceive their own technical ability and customer trigger events. Technology adoption can be facilitated by offering supporting customer service to non-users.

碩士
靜宜大學
資訊管理學系
102
Currently, smart phones with mobile services have become a main stream of high technology and social trend. Thus, the purpose of this study is to explore the factors influencing usage intention in mobile banking services. Drawing on the TAM model, this study incorporated mobility,subjective norms, and perceived enjoyment into the proposed model. The findings showed that mobility, perceived usefulness, and perceived enjoyment are the main antecedents influencing usage intention in the services. However, perceived ease of use and subjective norms are not significant to the intention.

碩士
大同大學
資訊經營學系(所)
101
Population of smart mobile device owners gets broadening as the smart mobile devices are on the rise, the procurement thresholds lower, the processing speeds and functions of smart mobile devices consistently strengthen, the speeds of mobile internet increase, and as the mobile internet expenses are greatly reduced. To reduce brick-and-mortar counter service costs, the banks in succession provide the mobile banking services conforming to each smart mobile device operating systems. The mobile banking, in early days, affects the consumers’ intentions to use due to the plain functions of mobile devices, the inconvenience of operating processes, and to the poor quality of internet and the frequent disconnection; hence, the banks exit from the mobile banking market. The banks, in recent days, in succession provide the mobile banking service over App; however, the most functions provide by mobile banking service overlaps with the ones provided by internet banking and many people are concerned for its security and reliability. It is presumed that the banks are certain about the popularity of mobile devices and the increase of the internet speeds. The banks aim to stride forward for mobile financial service platform with the provision of mobile banking over App. This study discusses the consumers’ behavioral intentions toward mobile banking with five dimensions and offers the banks the understanding of the consumers’ behavioral intentions toward the current mobile banking in hope of providing the references for the banks to develop and modify the functions of mobile banking in the future. Results of the study show that acceptable is the hypothesis that the service quality in terms of tangibles, reliability, responsiveness, assurance, and empathy has significant effects on customer satisfaction; the customer satisfaction on the mobile banking has the positive effects on consumers’ behavioral intentions to use mobile banking while the service quality of mobile banking also has the positive effects on consumers’ behavioral intention to use mobile banking. Keywords: Service Quality, Mobile Banking, Internet Banking, Behavioral Intention.

碩士
國立中興大學
資訊管理學系所
104
According to the financial crisis, 20,000 branches have been closed in Europe under the cost considerations. To change customers’ usage habit online, banks in Europe and America utilize online bank, mobile app, and other automatic services as tools to reduce branches. In 2015, Bank 3.0 was promoted in Taiwan by Financial Supervisory Commission (FSC). Simultaneously, there were 12 services provided on online bank, and the digital financial services are replacing traditional counter service rapidly. In addition, over ten million people have smartphone or tablet in Taiwan, and people who has used mobile Internet is nearly ten million. Undoubtedly, mobile bank is one of the best platform for banking to provide services for customers in the digital era. In this study, we integrate Unified Theory of Acceptance and Use of Technology (UTAUT), Task-Technology Fit (TTF) and perceived risk to explore user’s behavioral intention about using mobile bank and other additional services. People living in Taiwan is our study object. We adopt online questionnaire to collect research data and use Structural Equation Modeling(SEM) to verify critical factors about user’s behavioral intention on using mobile bank and other additional services. The results show that Task-Technology Fit is the critical factor to influence user’s performance expectations.Task-Technology Fit and Performance Task are the other critical factors to influence user’s behavioral intention. Therefore, providing enough services and fulfilling user’s demand are critical factors for user to use mobile bank continually. Additionally, we also find that perceived risk in this study has negative influence on user’s behavioral intention and the promotion of additional service can effectively upgrade user’s behavioral intention. At last, according to the result in this study, we consider that the banking should improve the development of mobile bank and strengthen the cooperation with cross industry to provide better financial services for customers.

A new economic order has developed that is referred to as the New Economy and has brought about a shift in focus from manufactured goods and services to an economy that places emphasis on knowledge and the application thereof within a specific context (Leung, 2002). Furthermore, this economy places emphasis on the saliency of information and how it can be used as a competitive and commercial tool. The New Economy is characterised by a unique consumer that functions within it called the New Consumer and this individual functions as a ubiquitous entity that is always on as this individual uses mobile devices that enables them to conduct business and communicate anywhere and at any time. The New Consumer is characterised by being individualistic, involved, independent and informed but also suffers from scarcities such as time, attention and trust. In view hereof, value has become a pivotal matter that all organisations should place emphasis on when delivering products and services to this consumer. Furthermore, Information and Communication Technologies (ICTs) has brought about a technological revolution in the New Economy and has changed the way in which the consumer works and conducts business. Mobile devices form an important component of the New Economy as it also offers organisations the opportunity to adopt new business models, using wireless technology, that enable mobile business (m-business) solutions. M-business refers to the purchasing of information, goods and services via a mobile device (Anon., 2000c) and organisations offering m-business in the New Economy are enabled to offer the advantages such as delivering just the right information, to just the right people at just the right time which means that convenient and personalised location-based information can be delivered to the individual. One industry that has adopted the m-business solution, as a value-added service, is the banking industry and various banks are offering the mobile financial solution to consumers meaning that they can access their accounts, pay their bills and make transfers using a mobile device. As many banks have adopted m-banking, as a value-added m-business offering, a credible source that elaborates on the implementation of m-banking and the industry requirements pertaining to the implementation process is Mobey Forum who has published the Mobey Forum White Paper (Anon., 2004p) that explains the implementation requirements of mobile financial services such as customer proposition, business priorities, technical issues and implementation issues. This study focuses on the industry requirements of m-banking, as set out by the Mobey Forum White Paper (Anon., 2004p). Absa, a South African bank, has been utilised as a one-shot case study todetermine how the industry requirements of mobile banking, as a value-added m-business offering, is implemented by the bank.
Ms. Andrea Crystal,

碩士
逢甲大學
國際經營管理碩士學位學程
105
Mobile banking pertains to banking services available to users in self-service method using mobile phone, without any face-to-face communication with bank personnel. This study examines the relationship amid significant variables of mobile banking and loyalty. A well-structured questionnaire was framed through recognizing and familiarizing characteristics based on previous studies on mobile banking and customer loyalty. Data was collected from mobile banking users from Cathay United Bank. From the acquired data, mobile banking variables and loyalty variables were approved by computing a factor analysis by means of SPSS statistical software. The factor loadings for the items were established by calculating confirmatory factor analysis (CFA) by means of statistical software called AMOS. Empirically tests for the instruments’ reliability and validity were also conducted using this software. The connection amid mobile banking services variables and loyalty was tested using proposed hypotheses using structural equation modelling (SEM). The benefit of this research to digital marketing managers is exploring the users’ quality perceptions about mobile banking application services, in so doing assisting management to frame tactics to advance the superiority of mobile banking application services and loyalty.

碩士
國立臺灣海洋大學
航運管理學系
102
Based on trust and antecedents of trust, this research wants to discuss the factors that influence consumer’s behavior intention on mobile banking. Meanwhile, this study investigates the moderating effects of experience on the hypothesized model. With data collected from online survey, 830 effective samples are generated, and are further analysis via Amos 22.0 and SPSS12.0. The analytic results showed that “calculative-based trust,” “structural assurances,” “situational normality,” have positive significant effect on “trust;” “disposition to trust” have positive significant effect on “structural Assurances,” “situational normality,” “calculative-based trust,” furthermore, “trust” have positive significant effect on “intention.” According to the analytic results, managerial implications to bank managers include the stress on antecedents of trust, which then lead to consumer’s trust on mobile banking, and finally upgrade consumer’s behavior intention to adopt mobile banking services.

碩士
義守大學
機械與自動化工程學系
107
With rapid development of technology and full support by government policy, internet has become a great influence on consumers living style. In order to meet the financial industry’s information business development many commercial banks have promoted online banking services, such as personal financial service, trading accounts, wealth management, electronic bills and related value-added services. This would reduce the cost of capital, save time, and fulfill customers’ demands for 24-hour service and customization. The intelligentization of online banking would be beneficial to extend the business service time and reduce the cost of working capital. Besides, it can also provide more advantages of meera-financial services and fast international financial transactions. However, online banking would involve personal or corporate funds to transfer sensitive transaction information. Intelligent transaction security in online banking is the most concerned issue for all customers as well as is the key to success. The main purpose of this study is to explore the information security issues of online banking intelligent transactions. Besides, issues affecting the development are analyzed and proposed to financial authorities and commercial banks to facilitate the progress of electronic intelligence. It is expected that both bankers and consumers could achieve win-win situation. In addition, commercial banks should establish and improve the online banking information security certification mechanism. This would acquire the certification and license from financial authorities and gain trust and confidence from consumers. More protections and less concerns for information security in online banking transactions would improve the quality of online banking transaction services.

碩士
龍華科技大學
企業管理系碩士班
106
Information technology has massively developed to the high-perspective aspects in the human history, and representatively service industries, specifically, banking service. Still, Vietnamese people, especially, in big city like Ho Chi Minh are fall short with this kind of service. Hence, it is an important issue to understand which factors contribute to users’ intentions to use new mobile services. The mobile services acceptance model based on Technology Acceptance Model and it is augmented with other factors to investigate the degree of acceptance and adoption of new mobile services to predict intention. The research questionnaire has been tested by factor analysis to assess the variables and adopted multiple regression analysis to test the theoretical model and hypotheses to understand the statistical relations among them. Vietnamese young people who easily catch up the latest technology are the priority participants in this study. The empirical results showed that Trust (T), Perceived ease of use (PEU), Perceived usefulness (PU), and Personal initiative and characteristics (PIC) have strong impacts on intention to use new mobile service. In details, there are mutual effects between Perceived ease of use and Perceived usefulness. Moreover, basing on ANOVA analysis, this study found out the relationship of other factors such as: gender, education, experience, and income to main variables. This study contributed to explore the link between Vietnamese people and the mobile service in the banking context.

The financial sector is going through a major strategic disruption and no kind of organization is being more dramatically affected than banking institutions. Also known as the “FinTech Revolution”, new players are entering the market with innovative business models disrupting the value chain, much related to the changing consumer preferences towards a more digitalized and customized experience. On another hand, public and political organizations are also coming to terms with the changing tide in this sector, thus, developing regulation that suits and increases the disruption, as is the case with the European Union and the recent PSD2, a new payments directive that will deeply affect the sector. In accordance to this, the client (Montepio) intends to release a mobile application that includes the features already in place for mobile banking applications, features from mobile payment applications and, features from personal financial management services. An application that offers all these features combined is still non-existent in the Portuguese market, although similar ones have been released in other countries. Therefore, the goal of this dissertation is to study the prospective interest of consumers in using an application of this kind, but also, in what terms should it be available to the consumers. The main conclusion is that Montepio should opt for releasing the application with the defined features in such a way that also includes aggregation of banking account from other banks, as well as being the first bank to release it in Portugal with a focus on relationship marketing.
O setor financeiro está a ultrapassar por uma transformação estratégica da qual nenhuma outra organização revela estar a ser mais afetada do que as instituições bancárias. Reconhecida como a “Revolução das FinTech”, novos players estão a entrar no mercado com modelos de negócios inovadores que estão a provocar mudanças na cadeia de valor, também sujeita às mudanças das preferências dos consumidores pretendendo agora uma experiência mais digitalizada e personalizada. Por outro lado, organizações públicas e políticas também se demonstram cada vez mais ativas na mudança de maré neste setor, desenvolvendo regulamentação que incorpore e aumente a transformação estratégica, como é o caso da UE e da recente PSD2, uma nova diretiva de pagamentos que afetará profundamente o setor. De acordo com estes fatores, o Montepio pretende lançar uma aplicação móvel que inclua as funcionalidades básicas já implementadas para aplicações de banca móvel, funcionalidades de aplicações de pagamentos móveis e funcionalidades de aplicações de gestão financeira pessoal. Um aplicativo que inclua neste formato é inexistente no mercado português, portanto, o objetivo desta dissertação é estudar o interesse prospetivo dos consumidores em utilizar uma aplicação deste formato, mas também em que condições esta deve estar disponível para os consumidores. A principal conclusão é que o Montepio deve lançar aplicação no mercado, com as funcionalidades definidas e também que disponibilize agregação de contas bancárias de outros bancos, também como deverá ser o primeiro banco a lançar uma aplicação deste formato em Portugal com um foco no desenvolvimento de marketing relacional.

M.Comm.
This dissertation reports on the findings of a study conducted in order to understand the factors that impact on retail bank customers‘ attitudes towards and usage of internet and cell phone banking services in Gauteng, South Africa. A conceptual model based on the Technology Acceptance Model (TAM) plus other variables including trust, subjective norm and demographic variables was used to help understand factors that impact on adoption of electronic banking. Data was collected from customers of the four biggest banks in South Africa namely ABSA, Standard Bank, First National Bank and Nedbank. A total of 394 usable responses were obtained. Statistical Package for Social Science (SPSS) was used to analyse the data. A number of statistical tools were used in the analysis including descriptive statistics, correlation analysis correlation analysis, regression analysis and independent sample ttesting. The findings of the study reveal that customers‘ attitude towards internet and cell phone banking contributes significantly to customer‘s intention to start using or continue using internet and cell phone banking services. The findings also show that while differences in attitude may exist between customers across different demographic groups, demographic factors, alone, are weak predictors of attitude. The study found that perceived usefulness, perceived ease of use and trust; significantly contribute to customers‘ attitude towards internet and cell phone banking. Of these variables, trust emerged as the most important predictor of attitude towards internet and cell phone banking while the subjective norm was found to be the weakest predicator of attitude. The findings have wider implications on efforts aimed at attracting more customers to start using or continue using internet or cell phone banking services. The implications have also been discussed and suggestions for future research made.

by Tai Oi Yen, Irene, Yip Ping Yin, Gerald.
Thesis (M.B.A.)--Chinese University of Hong Kong, 2001.
Includes bibliographical references (leaves 38-40).
ABSTRACT --- p.iii
TABLE OF CONTENTS --- p.iv
LIST OF FIGURES AND TABLES --- p.v
Chapter
Chapter I. --- INTRODUCTION --- p.1
Chapter II. --- BACKGROUND --- p.3
Chapter III. --- CONCEPTUAL FRAMEWORK --- p.8
Chapter IV. --- RESEARCH METHODOLOGY --- p.15
Chapter V. --- RESULTS AND DISCUSSION --- p.19
Chapter VI. --- IMPLICATIONS TO MANAGER AND RESEARCHERS --- p.27
Chapter VII. --- CONCLUSION AND WAP BANKING OUTLOOK --- p.33
APPENDIX --- p.36
BIBLIOGRAPHY --- p.38

碩士
實踐大學
資訊科技與管理學系碩士班
99
Literature revealed that little to no research focused on economic incentives to address what influences people to adopt technology-enabled services, while extant studies focused on psychology theories to explore what affects people to adopt technology-enabled services. Moreover, exploring the switch to another provider within the same technology-enabled service also lacks studied. Accordingly, this research explores what influences individuals to adopt technology-enabled services or switch to another provider within the same service from both psychological and economic theories. There are two reasons for choosing mobile banking as an example. First, the 3G smart phone usages have increased phenomenally in recent years, the mobile banking is still underused. Thus, there is a need to understand how to promote the mobile banking to increase its penetration. Second, past research consistently found that financial service sector is more customer centric than other sectors and the profits generated from old customers are much higher than from new customers. Therefore, understanding what influences customers to use mobile banking from offline banking and stay with same bank instead of switch to a new bank will significantly help banks to executive their strategies. Given that the theory of current mobile banking studies comes from psychological perspectives, this research classifies several psychology-based factors into psychological factors and takes economic factors from economic theories, and then to get the factors which influences consumers to switch to from one service provider to another. The empirical results indicated that economic incentives hold higher strength than psychology considerations on influencing whether an individual will switch to another service provider or not, and only one of four psychological factors has remarked influences.

碩士
龍華科技大學
企業管理系碩士班
106
Mobile phones have created a platform to expand commercial transactions in a very easy manner and have created a wide array of business opportunities through the expanision of wireless communication. These developments facilitate business transactions, tranding, and purchasing of goods and services without much effort. Therefore, this study is based on the previous literatures to investigate factors affecting customer satisfaction of using mobile banking services in Ho Chi Minh City, Vietnam. In this study, Technology Acceptance Model (TAM model) is used to explain the customer satisfaction to use mobile banking services. Sample data were collected from people who have experienced of using mobile banking services and applied Staistical Package for the Social Sciences (SPSS 23.0) to evaluate 250 valid collected survey questionnaires. The empirical results from demographic analysis, reliability analysis, factor analysis, Pearson correlation test and regression analysis showed that perceived usefulness, perceived ease of use, relative advantage and perception of risk impact on customer satisfcation of using mobile banking. The contribution of this study can develop awareness of customer about perceived usefulness of mobile phone. Customer can give the feedback to manager easily and quickly via mobile phones.

The thesis deals with the emergence of bank and non-bank entities that provide a range of unique transaction-based payment services broadly called Mobile Financial Services (MFS) to unbanked, underserved and underbanked persons via mobile phones. Models of MFS from Mobile Network Operators (MNOs), banks, combinations of MNOs and banks, and independent Mobile Financial Services Providers are covered. Provision by non-banks of ‘bank-type’ services via mobile phones has been termed ‘transformational banking’ versus the ‘additive banking’ services from banks. All involve the concept of ‘branchless banking’ whereby ‘cash-in/cash out’ services are provided through ‘agents.’ Funds for MFS payments may available through a Stored Value Product (SVP), particularly through a Stored Value Account SVP variant offered by MNOs where value is stored as a redeemable fiat- or mobile ‘airtime’-based Store of Value. The competitive, legal, technical and regulatory nature of non-bank versus bank MFS models is discussed, in particular the impact of banking, payments, money laundering, telecommunications, e-commerce and consumer protection laws. Whether funding mechanisms for SVPs may amount to deposit-taking such that entities could be engaged in the ‘business of banking’ is discussed. The continued use of ‘deposit’ as the traditional trigger for the ‘business of banking’ is investigated, alongside whether transaction and paymentcentric MFS rises to the ‘business of banking.’ An extensive evaluation of ‘money’ based on the Orthodox and Claim School economic theories is undertaken in relation to SVPs used in MFS, their legal associations and import, and whether they may be deemed ‘money’ in law. Consumer protection for MFS and payments generally through current statute, contract, and payment law and common law condictiones are found to be wanting. Possible regulatory arbitrage in relation to MFS in South African law is discussed. The legal and regulatory regimes in the European Union, Kenya and the United States of America are compared with South Africa. The need for a coordinated payments-specific law that has consumer protections, enables proportional risk-based licensing of new non-bank providers of MFS, and allows for a regulator for retail payments is recommended. The use of trust companies and trust accounts is recommended for protection of user funds. | vi
Public, Constitutional and International Law
LLD

碩士
中華大學
企業管理學系
105
Booming development of the innovative technology smart mobile device market makes consumers’ daily life and consuming habit to be highly connected with the smart mobile device. In recent years, smart mobile device seems to be the trend of technological society, and the public acceptance of using smart device to apply the banking services that has been increased. Users can use mobile banking to make trades which can ignore time and area limitations to access the financial information or make financial transactions anytime. And banking providers can utilize the personalized, mobilized and device features of mobile applications to create various customized mobile banking services, as well as create new business opportunities and increase business’s operation performance and lower operation cost. This study adopted UTAUT II (Extending Unified Theory of Acceptance and Use of Technology II) as the basis of research framework, took mobile banking users as the research subject to investigate those factors of influencing on behavioral intention and use behavior for these mobile banking users. By using questionnaire survey, there’re 309 valid copies returned and the research results showed:(1) Expected performance, great expectation and social influence all have positive influence on behavioral intention; among which, the great expectation has the most significant influence.(2)Behavioral intention has the positive influence on use behavior of the mobile banking. This study intended to provide the financial providers as a reference to make their executive strategy as well as for follow-up researchers to make further analysis.

碩士
國立高雄師範大學
事業經營學系
107
With the popularity of mobile devices such as the Internet and smartphones, physical channels that customers used to rely on, such as physical branches or ATMs, are not necessarily the primary choice for customers to access the bank. Therefore, how financial institutions adjust to respond to drastic changes and competition in the new era has become a hot issue. Additionally, what are the needs of customers of different ethnic groups? After the popularization of mobile banking, what is the difference between the value created by the financial industry and what the customers need? Furthermore, What strategies can financial institutions formulate when knowing what customers really concern ? The above questions are the subject of this article. Through interviews, this study selects the experts and customers who use E-Bank Mobile Bank.There are 15 participants in this interview. The major findings indicate: First, the respondents use the value extended by using mobile banking to generate a total 14 factors. Second, the 14 factors are classified into three aspects of mobile banking value creation. Third, the consumer group is classified into three behavioral orientations based on this aspect. This study provides suggestions to financial industry in mobile banking by understanding the value creations that consumers value with mobile banking.

CEMS
The present Work Project is centered on a CEMS MIM Business Project developed with MasterCard in Warsaw, Poland. The main outcomes of the project were a thorough knowledge of the FinTech industry and its future trends, a deep understanding of the preferences and expectations of university students and young workers regarding financial services and the suggestion of a value proposition for an innovative financial mobile application. The present report presents the methodology used to achieve the aforementioned outcomes, as well as a complete academic discussion focused on the theories concerning new product development.

碩士
國立宜蘭大學
應用經濟與管理學系經營管理碩士班
100
In recent years, due to the increasing popularity of mobile phones users, the quality of mobile trading services has been attracting increasing attention. By referring to the four dimensions of E-S-QUAL (E-core service quality) developed by Parasuraman et al. (2005) as well as relevant literature, this study summarizes 13 service quality contents that affect M-banking trading and design the formal ANP questionnaire. A total of 10 academic and industrial experts with more than 10 years of experience were invited to fill in the questionnaire. The data were analyzed using the Analytic Network Process (ANP) to calculate weights and build the entire model. This study found that the top three factors (in order) are: (1) M-banking trading should be able to execute designated transactions and ensure the accuracy of the transmitted information; (2) the M-banking transaction process should be secure and safe; (3) M-banking should protect the personal data and transaction information of all users. User confidence in and intention for the future use of M-banking transaction systems can be improved by enhancing the service quality of these three factors. M-banking operators should concentrate on improving their service quality by following the principles of having sound business operations and appropriately updating their systems and services, in order to increase the number of M-banking business items and create M-banking transaction platforms that users can trust.