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Journal articles on the topic 'Mobile banking services'
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Et.al, Jude N. Owuamanam. "An Enhanced Model For E-Service Quality of Mobile Banking." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (April 10, 2021): 2094–99. http://dx.doi.org/10.17762/turcomat.v12i3.1150.
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The increasing growth in mobile device users and the rapid drop in conventional and mobile data charges have given way for a provision of banking services and mobile banking to be precise. Banks are now extending their services from traditional means of banking to a self-service system. Recently, mobile banking has been growing exponentially, but there is still a lack of confidence by the users because of low e-service quality of mobile banking. Researchers have done many works on mobile banking but were focused more on adoption and user intentions which contributes to the marketing and promotion of mobile banking. Mobile banking has some specific characteristic which makes it different from other web-based e-services. So the previous studies lack specific in-depth mobile banking e-service quality, such as failure to define the e-service quality of mobile banking and identification of mobile banking dimensions. This study identified mobile banking's dimensions and attributes that received less attention and suggested an improved model for mobile banking's electronic service quality.
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Mallat, Niina, Matti Rossi, and Virpi Kristiina Tuunainen. "Mobile banking services." Communications of the ACM 47, no. 5 (May 1, 2004): 42. http://dx.doi.org/10.1145/986213.986236.
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Manser Payne, Elizabeth, James W. Peltier, and Victor A. Barger. "Mobile banking and AI-enabled mobile banking." Journal of Research in Interactive Marketing 12, no. 3 (August 13, 2018): 328–46. http://dx.doi.org/10.1108/jrim-07-2018-0087.
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PurposeThe rapid growth of technology, including artificial intelligence (AI), in the banking industry has played a disrupting role in traditional banking channels. This study aims to investigate factors that influence the attitudes and perceptions of digital natives pertaining to mobile banking and comfort interacting with AI-enabled mobile banking activities.Design/methodology/approachData were collected from 218 digital natives. This paper uses multivariate regression and two separate multiple regression analyses to examine the differential effects of technology-based (i.e. attitudes toward AI, relative advantage, perceived trust and security in specific mobile banking activities) and non-technology based (i.e. need for service, quality of service) factors on mobile banking usage and AI-enabled mobile banking services.FindingsThis study identifies determining factors for mobile banking and AI-enabled mobile banking services. Results indicate a divide in how digital natives perceive relative advantage between our two dependent variables. Consistent with previous studies, the relative advantage construct has the most impact on mobile banking usage. However, relative advantage was not significant for AI-enabled mobile banking, suggesting an extra layer of complexity that goes beyond convenient fast banking.Research limitations/implicationsA limitation of this study is that it does not incorporate age groups outside of digital natives. Further research is needed to test for differential effects between age groups. In addition, the discovery of no significant impact of relative advantage on AI mobile banking warrants more research on the similarities and differences between mobile banking and AI-enabled mobile banking.Practical implicationsTo better appeal to digital natives, it is suggested that the banking industry emphasize mobile banking’s anywhere/anytime access to financial accounts, as this is important to college-age customers who may not live near their local banking institution. Moreover, the paper suggests that improvement to mobile banking features for one-on-one interpersonal contact with bank employees is needed.Originality/valueThis study addresses the gap in the understanding of how digital natives perceive mobile banking in comparison to AI-enabled mobile banking services.
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Fang, Ze Nan, Yu Zhi Li, and Cong Zhao. "Improve the Security of Mobile Banking Service by T Key Authentication." Advanced Materials Research 846-847 (November 2013): 1612–14. http://dx.doi.org/10.4028/www.scientific.net/amr.846-847.1612.
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Combining the technologies of electronic currency and mobile communication, mobile banking services can not only make people in any time, any place handle a variety of financial services, but also greatly enriched the connotation of banking services. While people are enjoying the convenient, efficient banking services, the security issue becomes a focus of attention and a key to this business development. This paper outlines the development trend of mobile banking service, analysis its existing security measures and challenging problems, and puts forward a new solution to improve the safety of the mobile banking service. It is of significance to the development of mobile banking industry and the financial security of a country.
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N. Alkhaldi, Ayman. "An Empirical Examination of Customers’ Mobile Phone Experience and Awareness of Mobile Banking Services in Mobile Banking in Saudi Arabia." Interdisciplinary Journal of Information, Knowledge, and Management 12 (2017): 283–308. http://dx.doi.org/10.28945/3887.
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Aim/Purpose: This work aims to understand why a disparity between the popularity of smart phones and the limited adoption of m-banking exists. Accordingly, this study investigates factors that affect a person’s decision to adopt m-banking services. Such an investigation seeks to determine if and to what extent customers’ mobile phone experience as well as their awareness of m-banking services influence their intention to use such services? Background: This study developed a conceptual model to determine the influence that users’ mobile phone experience as well as users’ awareness of m-banking services had on users’ behavioral intention to use m-banking in Saudi Arabia. Methodology: The quantitative method used to collect data was a survey questionnaire tech-nique. A questionnaire with non-structured (close-ended) questions was formulated. A random sample, targeting banking customers in Saudi Arabia, was selected. This study collected data using a cross-sectional survey. Of those surveyed, 389 provided valid responses eligible for data analysis. SPSS v.22 was used to analyze the data. Contribution: This study produced helpful results and a new m-banking conceptual model. The developed conceptual model focused integrally on users’ awareness and experience as antecedents of m-banking adoption and highlighted the im-portance of differentiating between measuring the users’ characteristics in adopting e-banking in general and m-banking services in particular. In addition, this type of model has the ability to synthesize new control variables as well as to study technology acceptance in developing countries. This study, based on an extended UTAUT model, set out to discover what factors might affect customers’ intentions to use m-banking in Saudi Arabia. Findings: The results show that service awareness has a direct effect on performance and effort expectancy, but not on perceived risk. Moreover, mobile phone experience fails to impact the relationships in the same hypothesized direction. As anticipated, performance expectancy, effort expectancy, and perceived risk have direct and significant effects on behavioral intentions to use m-banking. However, customer awareness fails to impact the relationships of performance expectancy, effort expectancy, and perceived risk on behavioral intentions to use m-banking. Recommendations for Practitioners: Banks should target customers by distributing useful information and applying measures to increase acceptance. Banks need to introduce something imaginative to convince bank customers to abandon existing service channels and adopt m-banking services. Banks should make m-banking services the easiest service for conducting bank transactions and/or help customers conduct transactions that they cannot do any other way. Recommendation for Researchers: Other factors, such as trust, culture, and/or credibility should be investigated along with user’s awareness and experience factors in m-banking services. There is a need to focus on a specific type of m-banking. Thus, it may be fruitful to study the adoption of different systems of m-banking services. Impact on Society: This study suggests that m-banking services should be designed and built based on a deep understanding of customers’ needs using extensive testing to assure that applications and sites function well in a mobile setting. Future Research: Future researchers should apply the conceptual model developed in this study in different settings, different countries, and to different technologies.
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Marginingsih, Ratnawaty. "Kualitas Mobile Banking Terhadap Kepuasan Nasabah Bank BRI (Studi Pada Pengguna BRI Mobile di Kota Depok)." Moneter - Jurnal Akuntansi dan Keuangan 7, no. 1 (March 31, 2020): 24–31. http://dx.doi.org/10.31294/moneter.v7i1.7475.
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Abstract - The utilization of technology in the banking industry such as mobile banking or often referred to as m-banking provides convenience in financial transactions. There are services on mobile banking, covering payments transfer, history, and others.The use of mobile banking services in cell phones allow that customers can more easily to run their banking activities indefinitely space and time.This study aims to determine the effect of the quality of mobile banking services on BRI Bank customer satisfaction in the city of Depok. A total of 100 respondents were surveyed online using the convenience sampling method. The form of research used is descriptive research with a quantitative approach. The data is processed using multiple linear regression analysis. The results of this study are obtained partially and simultaneously the quality of service using the variables reliability and responsiveness, assurance and security, convenience in banking, mobile banking efficiency and easy to use on customer satisfaction to obtain positive and significant results. This shows that good service is one of the keys to the success of an organization Keywords : Service Quality, Customer Satisfaction, Mobile Banking
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Mohd Thas Thaker, Mohamed Asmy Bin, Md Fouad Bin Amin, Hassanudin Bin Mohd Thas Thaker, and Anwar Bin Allah Pitchay. "What keeps Islamic mobile banking customers loyal?" Journal of Islamic Marketing 10, no. 2 (June 10, 2019): 525–42. http://dx.doi.org/10.1108/jima-08-2017-0090.
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Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.
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Nisha, Nabila. "Exploring the Dimensions of Mobile Banking Service Quality." International Journal of Business Analytics 3, no. 3 (July 2016): 60–76. http://dx.doi.org/10.4018/ijban.2016070104.
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Today, mobile phone is an essential part of the lives of most people – a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial delivery services provided by banks. The aim of this paper is to examine the underlying factors and service qualities that can influence customers' behavioral intentions towards the use of mobile banking services in Bangladesh. The hybrid model in this study identifies service qualities like reliability, privacy, information quality, responsiveness and empathy that capture customers' overall perceptions of the performance of mobile banking services. In addition, other factors like performance expectancy, effort expectancy and facilitating conditions significantly influence customers' intention to use such services. Implications of these findings provide practical recommendations to banking industry, and directions for further work from the perspective of Bangladesh.
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Chawla, Deepak, and Himanshu Joshi. "Segmenting Mobile Banking Users Based on the Usage of Mobile Banking Services." Global Business Review 22, no. 3 (March 23, 2021): 689–704. http://dx.doi.org/10.1177/0972150918811257.
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Mobile banking is transforming the way the banking industry creates and delivers value to its customers. This channel of banking has not only reduced the cost of access to banking services but has also created opportunities for service differentiation. Thus, for banks, their understanding of customer segments in terms of the degree of various mobile banking services availed by consumers is critical to the sustainability of the banking industry. This study integrates trust and lifestyle compatibility in the technology acceptance model (TAM) to develop a conceptual framework for discussing consumer attitude and intention towards mobile banking services. A sample of 367 respondents was asked to complete a survey. This article attempts to segment the consumers into distinct groups based on whether users avail mobile banking services or not. The hierarchical clustering technique was used for segmentation. Three clusters were obtained which were labelled as Active User, Traditional Follower and Laggard. A profile of each cluster was developed in terms of their demographics (age, gender, income, etc.). Further, analysis of variance was conducted to determine whether antecedents to mobile banking, namely ease of use, convenience, efficiency, trust and lifestyle compatibility significantly differ between the clusters. For antecedents where the difference was found to be significant, a post-hoc analysis was conducted to determine the difference between various cluster pairs. A similar analysis was conducted for Attitude and Intention variables to find out whether it varies between the cluster pairs. The results showed that a statistically significant difference exists between clusters with respect to the various antecedents to mobile banking, attitude and intention. Managerial implications and social implications of the study are also discussed.
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Giovanis, Apostolos, Pinelopi Athanasopoulou, Costas Assimakopoulos, and Christos Sarmaniotis. "Adoption of mobile banking services." International Journal of Bank Marketing 37, no. 5 (July 1, 2019): 1165–89. http://dx.doi.org/10.1108/ijbm-08-2018-0200.
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PurposeThe purpose of this paper is to investigate which of four well-established theoretical models (i.e. technology acceptance model, theory of planned behavior, unified theory of acceptance and use of technology, decomposed theory of planned behavior (DTPB)) best explains potential users’ behavioral intentions to adopt mobile banking (MB) services.Design/methodology/approachDrawing on data from 931 potential users in Greece, the structural equation modeling method was used to examine and compare the four models in goodness-of-fit, explanatory power and statistical significance of path coefficients.FindingsResults indicate that the best model is an extension of the DTPB with perceived risk (PR). Customers’ attitude, determined by three rationally-evaluated MB attributes (usefulness, easiness and compatibility), is the main driver of consumers’ intentions to adopt MB services. Additionally, consumers’ perceptions of availability of knowledge, resources and opportunities necessary for using the service, and the pressure of interpersonal and external social contexts toward the use of MB are the other two, less important, adoption drivers. Finally, PR negatively affects attitude formation and inhibits willingness to use MB services.Practical implicationsFindings can help marketers of financial institutions to select the more parsimonious model to develop appropriate marketing strategies to increase adoption rates of MB services.Originality/valueThis is the first study that compares the performance of four well-known innovation adoption models to explain consumers’ behavior in the MB context.
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Mandari, Herman E., Daniel Ntabagi Koloseni, and Julius Macha. "Continuance Usage of Mobile Banking Services Among Small and Medium Enterprises (SMEs) in Tanzania." International Journal of ICT Research in Africa and the Middle East 9, no. 1 (January 2020): 50–66. http://dx.doi.org/10.4018/ijictrame.2020010103.
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The study examines the intention to continue using mobile banking services among SMEs in Tanzania. The study extended the ECS-IS model by adding three variables: ease-of-use, perceived trust, and attitude to address the existing challenges in continuance usage of mobile banking services. Data was collected using a self-administered questionnaire from company's owners and managers. A total of 287 responses were used in data analysis. SEM technique was employed to evaluate the measurement and structural models. The study found that satisfaction and attitude have a direct influence on continuance usage of mobile banking among SMEs in Tanzania. Furthermore, confirmation, perceived trust, and perceived usefulness have an indirect effect on continuance usage of mobile banking services among SMEs. The study provides useful insights which could be used by mobile banking service providers to improve banking services delivered through mobile technology. Furthermore, the findings will assist scholars in understanding the antecedents which affect continuance usage of mobile banking services among SMEs.
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Pandiya, Sudhanshu, and Shikha Gupta. "A Study of Changing Pattern and Demand for Mobile Banking Services in India." Global Journal of Enterprise Information System 7, no. 1 (March 1, 2015): 16. http://dx.doi.org/10.18311/gjeis/2015/3030.
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<p>Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: One of these is Mobile Banking, where customers interact with the bank via mobile phones and banks provide them the services like short message services, fund transfers, account details, issue of cheque book etc. Presently almost all the banks in the world have started providing their customers "Mobile Banking" services. The main issue of this study is to understand the factors which contribute to user's intention to use the mobile banking services. The purpose of this review paper is to explore the factors that influence the adoption behaviour of mobile banking services by Indian consumers. The data was collected from 150 respondents from Delhi city in the month of November and December 2013. Around 61.33% respondents opined that this system is less costly and time saving and 58.67% respondents would like to try this service. In this paper, we will share what is mobile banking (m-banking), RBI guidelines for mobile banking in India, advantages of adopting this new technology both for the banking sector as well as the consumer and issues which needs to be addressed relating to this new form of banking.</p><p>This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database. Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database.</p>
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Naruetharadhol, Phaninee, Chavis Ketkaew, Niracha Hongkanchanapong, Piranat Thaniswannasri, Techin Uengkusolmongkol, Sirapassorn Prasomthong, and Nathatenee Gebsombut. "Factors Affecting Sustainable Intention to Use Mobile Banking Services." SAGE Open 11, no. 3 (July 2021): 215824402110299. http://dx.doi.org/10.1177/21582440211029925.
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This study aims to (a) identify perception factors that affect current mobile banking (M-banking) consumers’ continuous use of the technology, (b) explain the self-service technology (STT) dimensions that affect customers’ behavioral intention, and (c) be able to offer recommendations to the banking industry or other organizations related to M-banking in terms of developing M-banking services in the future. Analyzed data were collected from 688 existing Thai M-banking users through online questionnaires. This study used the SPSS and AMOS statistical programs to analyze the data by applying structural equation modeling based on SSTs’ service qualities and the technology acceptance model (TAM). From the results, this analysis shows positive and significant relationships among SSTs’ service qualities, perception, and sustainable intention to use M-banking services. This study provides vital knowledge related to essential characteristics of M-banking as an STT that could assist banking institutions and application providers in enhancing their M-banking products. Moreover, this study adds to the knowledge area of SSTs’ service qualities in financial mobile application dimensions.
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Marpaung, Fenny Krisna, Reni Shinta Dewi, Ernest Grace, Acai Sudirman, and Maria Sugiat. "Behavioral Stimulus for Using Bank Mestika Mobile Banking Services: UTAUT2 Model Perspective." Golden Ratio of Marketing and Applied Psychology of Business 1, no. 2 (July 8, 2021): 61–72. http://dx.doi.org/10.52970/grmapb.v1i2.68.
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The existence of mobile banking services is currently experiencing rapid growth. Adopting such a large number of users makes mobile banking services one of the main needs to meet the needs of conducting financial transactions. Therefore, there is a need for additional information for mobile banking service developers on the dominant factors influencing user behavioral intentions. This research is present as a forum to provide an overview of the user's perspective on Mestika bank's mobile banking service. This research aims to find out what factors play an important role in behavioral intention to use Mestika bank's mobile banking services based on the UTAUT2 concept. The research instrument used a questionnaire distributed online to 240 respondents in Medan City and Pematangsiantar City, Indonesia. Next, the researcher tested the hypothesis using Structural Equation Modeling (SEM) based on a variant called Partial Least Square (PLS) and the SmartPLS version 3.0 application as a tool to analyze it. This research concludes that effort expectancy has the most significant influence and plays a very important role in shaping the behavioral intention of using Mestika bank's mobile banking. Then performance expectancy and social influence hedonic motivation also significantly influence behavioral intentions to use Mestika bank's mobile banking. Furthermore, the results of this study also conclude that facilitating conditions and habit have no significant effect on behavioral intentions to use Mestika bank's mobile banking.
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Islam, Mohammad Majedul, and Md Enayet Hossain. "An Investigation of Consumers' Acceptance of Mobile Banking in Bangladesh." International Journal of Innovation in the Digital Economy 6, no. 3 (July 2015): 16–32. http://dx.doi.org/10.4018/ijide.2015070102.
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This study attempts to explore the effects of different key factors influencing the consumer acceptance of mobile banking, particularly those that affect the consumer's attitudes towards, and intention to use, this self-service banking technology in Bangladesh. The demographic, attitudinal, and behavioural characteristics of mobile bank users were examined. Consumer survey on 292 mobile bank users of different mobile network operators was undertaken where respondents completed questionnaire about their perceptions of mobile banking's ease of use, Infrastructural facility, self-control, social influence, perceived risk, perceived usefulness, and customer service with their lifestyle, and need for interaction with personnel. Correlation and One Sample t-test were used to determine whether these factors influence consumers' attitude and intention to use mobile banking. By addressing the concerns of and benefits sought by the consumers, marketers can create positive attractions and policy makers can set regulations for the expansion of mobile banking services in Bangladesh. This study offers an insight into mobile banking in Bangladesh focusing influencing factors, which has not previously been investigated.
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Zhang, Tingting, Can Lu, and Murat Kizildag. "Banking “on-the-go”: examining consumers’ adoption of mobile banking services." International Journal of Quality and Service Sciences 10, no. 3 (September 17, 2018): 279–95. http://dx.doi.org/10.1108/ijqss-07-2017-0067.
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Purpose This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption and engagement. Design/methodology/approach An online survey is used to test proposed relationships between factors and consumers’ mobile banking adoption. Structural equation modeling is performed to analyze consumers’ intentions toward mobile banking. Findings Traditional technology acceptance model factors – perceived usefulness and perceived ease of use – are identified as effective factors in influencing consumers to adopt mobile technology for facilitating banking services. Moreover, technology safety concerns, including reliability and privacy factors, are found to play an important role in motivating consumers to embrace mobile banking. The “fun” feature of the technology and consumers’ innovativeness characteristics are considered important in influencing mobile banking adoption. Trust in the banks has its predominant role in mobile technology adoption for banking services. Practical implications A bank gaining trust from its clients is key to active adoption of mobile banking technology. Bankers are advised to pay more attention to reliability and privacy features when designing and promoting mobile banking technology to consumers. Moreover, advertisements to bank clients should stress the “fun” aspects of the mobile banking apps to attract them to the use of mobile banking technology. Originality/value This paper investigates the factors influencing bank consumers to adopting mobile banking apps to facilitate their banking services. Nine key factors in the technology adoption area are examined to provide a comprehensive understanding of bank clients’ use of mobile banking apps, which advances the understanding of mobile technology applied in the banking industry in the literature.
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Ahmadi Danyali, Arezo. "Factors influencing customers’ change of behaviors from online banking to mobile banking in Tejarat Bank, Iran." Journal of Organizational Change Management 31, no. 6 (October 1, 2018): 1226–33. http://dx.doi.org/10.1108/jocm-07-2017-0269.
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Purpose The purpose of this paper is to study the influential factors in changing customers’ behaviors from online banking to mobile banking based on Tiller and Tad model. Design/methodology/approach A quantitative method was used. This study is a practical research work by using 400 people, among whom 384 participants were selected based on simple random sampling. Findings The results indicated that the perceived advantage of using mobile banking, the influence of peer groups, source facilitator conditions as well as technology had the highest correlation. Among the influential components on attitude, the highest level belongs to perceived advantage of using mobile bank. Among the effective factors on behavioral control, source facilitator conditions and technology facilitator conditions had the highest correlation. Research limitations/implications It is suggested that the provided services be expanded via mobile banking and more customers be encouraged to use mobile banking services. For instance, the transaction of currency, stock, etc. via mobile banking is suggested. It is recommended that mobile banking software should be designed in a way that the process of mobile banking services is very easy for customers. Bank staff and employees should be trained to be active promoters of mobile banking services not only inside branch locations, but in other places and work environments as informers, messengers and models of using mobile banking. Practical implications It is recommended that bank managers should make use of the mass media such TV, billboard, radio, press, etc., in order to increase public awareness of mobile banking, and try to take effective steps in creating positive attitude in their customers on using mobile banking. Social implications Mobile banking has evolved as a wireless communication interface for producing value by customers in banking transactions. Todays, one of the substantially remarkable modern techniques in providing banking services is the provision of financial and banking services by using smart phones (mobiles). Although the life of using smart phones for banking and financial operations is not too long, significant advancements have been observed in this area within a short time, which could highly promise the extensive development of this modern electronic banking technique in future. Originality/value During the last decade, information technology has had tremendous impacts on banking industry through guiding and introducing new financial products with a specific delivering to its customers, enabling the banks to be able to provide distinguished products and special services to their customers safely and reliably. It is more than 200 years since banks have served their customers through their branch systems. However, with the emergence of various types of technology, the nature of providing financial services has greatly changed, with the increasing growth in electronic commerce.
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Foluke, Okocha Olabisi. "User Motivation and Acceptance of Mobile Services in Nigeria." International Journal of E-Adoption 10, no. 2 (July 2018): 70–81. http://dx.doi.org/10.4018/ijea.2018070105.
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This study was designed to investigate the factors that influence the motivation and acceptance of mobile services in Nigeria. This understanding is valuable for improved commercialization of telecommunication services, and in the customer relationship management process as the success of mobile service adoption is dependent on user needs. Three separate questionnaires were designed and used as the major instrument of data collection. A purposive sampling method was adopted for the study; three hundred and ten questionnaires were administered on three different categories of respondents. Data analysis was carried out using principal component analysis, regression and logistic regression. The results showed that for entertainment services (caller tunes), informational services (internet modem) and mobile banking services, the major motivating factor for its use was the preference of the song, convenience in browsing and convenience in banking respectively whereas the major preventing factor was high cost for entertainment services and internet modem service and insufficient information for mobile banking. Results also showed that for entertainment services perceived usefulness, perceived ease of use, social influence and economic issues where important in determining a user's intention to use but for the internet modem service perceived ease of use is the only significant factor in determining a user's intention to use. For mobile banking services, social influence and economic issues are significant in determining use. It is therefore imperative for telecommunication firms to study and consider the unique characteristics of each mobile category and use these findings in the design of their services.
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Skvarciany, Viktorija, and Daiva Jureviciene. "Factors Influencing Customer Trust in Mobile Banking: Case of Latvia." Economics and Culture 14, no. 2 (December 1, 2017): 69–76. http://dx.doi.org/10.1515/jec-2017-0019.
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AbstractThe banking sector has developed and extended the use of its services in the past decade. In fact, nowadays mobile banking (M-banking) is the most developing service offered by a bank. In order to encourage customers to use m-banking services, it is extremely important to get clients to trust the M-banking services provided by the bank. This article discusses private clients’ trust in mobile banking in Latvia. Hence, the goal of the research is to identify the key factors driving individual customer’s confidence in mobile banking. In order to determine the weight of each factor, expert evaluation method based on analytic hierarchy process (AHP) was used. The results showed that the most vital factor affecting private clients’ trust in mobile banking is customer characteristics, especially customers’ computer literacy. However, after summarizing all the subfactors, it became clear that the most powerful in the trust-building process is convenience/practicality of using a mobile application. However, there is a limitation – the survey was conducted by interviewing experts, which means that the results may differ from the responses of the clients themselves.
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Mulwa, Martina Mutheu, and Timothy Mwololo Waema. "Understanding Mobile Banking from a Theoretical Lens." International Journal of Innovation in the Digital Economy 7, no. 1 (January 2016): 54–68. http://dx.doi.org/10.4018/ijide.2016010105.
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Characteristic of every developing nation, Kenya has found itself at crossroads; defining the banking industry with the urge to provide banking services to majority of the unbanked populations. Mobile banking is a banking model that has been adopted by Kenyan Banks to reach out to unbanked populations. This paper is based on a case study conducted in Kenya on selected mobile banking products in 2012. The Actor Network theory methodology was used to identify and follow actors. Using in-depth interviews with key informants, survey of users and agents as well as focus group discussions and observation, it was established that agent phones and Point of service (POS) devises were used to deliver traditional banking services to users whose access mode was their mobile phone or debit cards. There existed partnerships between banks and mobile network operators whose operations were regulated by the Central Bank of Kenya and the Communications Authority of Kenya. This paper seeks to explore fundamental requirements for the interplay of actors in the execution of mobile banking services. It critically analyses data collected, with reference to the Network Society theory by Manuel Castells and Actor Network theory by Michael Callon and Bruno Latour, to inform on cross-sectoral partnerships and user attributes necessary in mobile banking uptake and use.
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Nhat Vuong, Bui, Vo Thi Hieu, and Ngo Thi Thuy Trang. "An empirical analysis of mobile banking adoption in Vietnam." Gestão e Sociedade 14, no. 37 (December 20, 2019): 3365–93. http://dx.doi.org/10.21171/ges.v14i37.3078.
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Mobile phones with banking technology are becoming more readily available in Vietnam. Similarly, many financial institutions and mobile phone service providers are teaming up to provide several banking services to customers via the mobile phone. However, the number of people who choose to adopt or use such technologies is still relatively low. Therefore, there is a need to assess the acceptance of such technologies to establish factors that hinder or promote customer’s intention to use mobile banking. Survey data collected from 452 consumers in was analyzed to provide evidence. Results from the partial least squares structural equation modeling (PLS-SEM) using the SmartPLS 3.0 program indicated that perceived easy to use, perceived credibility, usefulness, attitude, perceived behavioral control and subjective norm are significant with respect to the customer’s intention to use mobile banking services. The results of the data analysis contribute to the body of knowledge by demonstrating that the above factors are critical in intention to use mobile banking in a developing country context. The finding of this study can also help marketers in the banking sector offer more suitable marketing strategies in their field in order to make higher attractiveness with mobile banking services
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Kuriaty, Harlina. "PELAYANAN NASABAH BRI CABANG BUNTOK MENGGUNAKAN APLIKASI MOBILE BANKING PADA TAHUN 2017." Anterior Jurnal 17, no. 2 (June 1, 2018): 100–107. http://dx.doi.org/10.33084/anterior.v17i2.4.
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BRI mobile banking application is one of the indirect services by BRI to its customers, where the service only uses the application attached to the customer's mobile phone. The research on BRI's mobile banking application is aimed to learn and understand how to use BRI's mobile banking application facilities and analyze the factors that affect the effectiveness and efficiency of BRI's mobile banking facilities. The service quality factors used to see the effectiveness and efficiency in the use of BRI mobile banking applications include Tangibles / direct evidence, Reliability, Responsiveness, Assurance, and Empathy. The customers studied are as many as 10 BRI customers of Buntok branch of active BRI mobile banking users. The method of this research is Triangulation method. The result of the direct interview with 3 active customers of BRI mobile banking who work as Civil Servant, Private Officer, and Student, based on 5 service quality said that using BRI mobile banking is more effective and efficient than coming directly to Bank, and seen from four inhibiting factors of service can be concluded that service using mobile banking application have inhibiting factor in its service that is often difficult network and system interference.
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Habibur Rahman, Md, Md Al-Amin, and Nusrat Sharmin Lipy. "An Investigation on The Intention to Adopt Mobile Banking on Security Perspective in Bangladesh." Risk and Financial Management 2, no. 2 (December 15, 2020): p47. http://dx.doi.org/10.30560/rfm.v2n2p47.
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This research examines the information security of adopting mobile banking and suggests maximizing information security in mobile banking in different ways. Security issues pose a threat to mobile banking adoption and diffusion. Therefore, reliable security measures and improved trust improvement are suggested to address information security in adopting mobile banking for financial services. A questionnaire survey is conducted with users of mobile banking technology. Random sampling is adopted in the study. 650 questionnaires were sent to respondents, and 303 responses were recorded. A confirmatory factor analysis with varimax rotation was conducted following correlation and multiple regression analysis to test the hypothesis of the study. The research finds that (1) perceived security and trust affect mobile banking self-efficacy and performance (SEP) of adopting mobile banking for financial services; (2) Reliable security measure and perceive trust improvement positively influence (SEP) of adopting mobile banking for financial services. This study shows the significance of user perceptions of security by inspecting the content of the security rules of mobile banking for clients’ levels. It includes the adoption of technology in financial services. Therefore, the study links the technology acceptance model (TAM) with the literature on perceived security and trust of adopting mobile banking for financial services. The research has applied to the banking industry to develop and expand its banking market by developing reliable security measures and improving the perceived trust of customers to conduct banking transactions using mobile banking technology.
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ECER, Fatih. "AN INTEGRATED FUZZY AHP AND ARAS MODEL TO EVALUATE MOBILE BANKING SERVICES." Technological and Economic Development of Economy 24, no. 2 (April 23, 2017): 670–95. http://dx.doi.org/10.3846/20294913.2016.1255275.
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Mobile banking (M-banking) which integrates software, hardware, and human is a new platform for banks. Determining the performance of M-banking services helps bank practitioners identify better policy to improve their positions. The aim of this study is to develop an integrated model for evaluating M-banking services by two methods, namely the Fuzzy Analytic Hierarchy Process (FAHP) with an extent analysis approach and ARAS (Additive Ratio ASsessment). In this study, the priority weights obtained through the FAHP are combined with the ARAS method to assess and rank the M-banking services. Moreover, in order to verify the applicability of this proposed model, a case study in Turkey is offered. The findings indicate that facilitating conditions play the most determining role in the adoption of the M-banking, followed by self-efficacy, privacy risk, and security risk. Consequently, the proposed model helps to overcome difficulties in M-banking service evaluation process and increases the efficiency of the M-banking service activities. Besides, the case study validates that the proposed model is an effective and efficient decision making tool for the evaluation of M-banking services under fuzzy environments.
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Suhartanto, Dwi, David Dean, Tuan Ahmad Tuan Ismail, and Ratna Sundari. "Mobile banking adoption in Islamic banks." Journal of Islamic Marketing 11, no. 6 (September 23, 2019): 1405–18. http://dx.doi.org/10.1108/jima-05-2019-0096.
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Purpose This paper aims to examine mobile banking adoption in Islamic banks by integrating technology adoption model (TAM) and Religiosity-Behavioural Intention Model. Design/methodology/approach This study uses a sample of 300 mobile banking customers of Islamic banks from West Java Province, Indonesia. Partial least square was applied to assess the association between perceived usefulness, perceived ease-of-use, religiosity, satisfaction, and adoption. Findings The results of this study disclosed that the integration of TAM and Religiosity-Intention model provides a more complete explanation of Islamic bank consumers’ adoption of mobile banking. Besides perceived usefulness and perceived ease-of-use, the results of this study emphasise the importance of religiosity in mobile banking adoption. Practical implications This study offers an opportunity for Islamic bank managers to increase the adoption of their mobile banking services. To increase the adoption of mobile banking services, Islamic banks must not only provide an application that is useful and easy to use but also consider the customer’s religiosity. All of their mobile banking marketing strategies should focus on providing high-quality mobile service while ensuring the bank’s operations are compliant with the Islamic law. Originality/value This study is the first attempt to integrate TAM and Religiosity-Intention Model to assess mobile banking adoption.
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Mutheu Mulwa, Martina, and Timothy Mwololo Waema. "Understanding mobile banking from a theoretical lens: Case studies of selected Kenyan m-banking products." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 10, no. 8 (October 21, 2015): 2434–44. http://dx.doi.org/10.24297/ijmit.v10i8.6559.
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Characteristic of every developing nation, Kenya has found itself at crossroads; defining the banking industry with the urgeto provide banking services to majority of the unbanked populations. Mobile banking is a banking model that has beenadopted by Kenyan Banks to reach out to unbanked populations. This paper is based on a case study conducted in Kenyaon selected mobile banking products in 2012. The Actor Network theory methodology was used to identify and followactors. Using in-depth interviews with key informants, survey of users and agents as well as focus group discussions andobservation, it was established that agent phones and Point of service (POS) devises were used to deliver traditionalbanking services to users whose access mode was their mobile phone or debit cards. There existed partnerships betweenbanks and mobile network operators whose operations were regulated by the Central Bank of Kenya and theCommunications Authority of Kenya. This paper seeks to explore fundamental requirements for the interplay of actors inthe execution of mobile banking services. It critically analyses data collected, with reference to the Network Society theoryby Manuel Castells and Actor Network theory by Michael Callon and Bruno Latour, to inform on cross-sectoralpartnerships and user attributes necessary in mobile banking uptake and use.
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Mohd Thas Thaker, Mohamed Asmy Bin, Anwar Bin Allah Pitchay, Hassanudin Bin Mohd Thas Thaker, and Md Fouad Bin Amin. "Factors influencing consumers’ adoption of Islamic mobile banking services in Malaysia." Journal of Islamic Marketing 10, no. 4 (November 11, 2019): 1037–56. http://dx.doi.org/10.1108/jima-04-2018-0065.
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Purpose This paper aims to test the factors that can influence the adoption of Islamic mobile banking services among the current users in Malaysia. Design/methodology/approach A sample of 250 current users of Islamic mobile banking services provided opinions about their intention to adopt Islamic mobile banking services. Later, the data are analysed using partial least squares approach. Findings Perceived usefulness and risk are the factors that influence the intention to adopt Islamic mobile banking services among the existing users. Research limitations/implications There are some limitations of the current study. The sample size and area of study becomes the obvious limitations. Thus, there is a need for caution in the interpretation of the results and the conclusion cannot be as generalised. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the users. Thus, future research can be conducted by incorporating new factors and provide new insights for Islamic mobile banking services. In addition, the sample is biased towards people who are currently using mobile banking services. Practical implications By understanding these factors among the customers, it would help the industry player, particularly Islamic financial institutions to plan and strategise appropriate policies and support necessary programme on diversifying and promoting financial transaction using mobile banking services among their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focusses on Islamic mobile banking services. The paper is considered to be the first attempt to examine factors that influence Malaysian Islamic banking customers to adopt Islamic mobile banking services, which is not often considered in previous studies.
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Zalloum, Lama, Hamad Alghadeer, and Nawras Nusairat. "The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust." International Business Research 12, no. 9 (August 27, 2019): 62. http://dx.doi.org/10.5539/ibr.v12n9p62.
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The objective of this study is to examine selected dimensions of mobile banking, (such as Ease of Navigation, Personalization Level, Information Quality, Rewards) on e-wom through the mediating role of perceived trust. Self-structured questionnaire is used to collect data which is then shared via Google forms online and targeted only to the users of mobile banking services application in Jordan. Quantitative and analytical methods were used to analyze the data. 499 questioners were returned, 30 of which were rejected as they were not using mobile banking service applications. 469 of the questionnaires were accepted and analyzed using reliability test analysis, descriptive statistics and regression process.
The findings of the study indicate that there is a statistically significant effect of mobile banking (Ease of Navigation, Personalization Level, Information quality, Rewards) through the mediation role of perceived trust on relationships between using mobile banking services and e-wom. It is recommended that banks pay more attention to mobile banking and build powerful and good E-WOM in order to spread the use of mobile banking rapidly.
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Akhter, Ayeasha, Ahmed Al Asheq, Md Uzzal Hossain, and Md Mobarak Karim. "Exploring customer intentions to adopt mobile banking services: evidence from a developing country." Banks and Bank Systems 15, no. 2 (May 19, 2020): 105–16. http://dx.doi.org/10.21511/bbs.15(2).2020.10.
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As the number of smart phone users and the popularity of Internet among people are growing day by day in Bangladesh, it became necessary for Bangladeshi local banks to provide mobile banking services to their customers. Therefore, this study seeks to identify the crucial and determining factors that may affect the intention of customers to use mobile banking services. The sample size in this study is 91, in which majority are the students of Business Studies. All respondents have mobile banking at the time of the survey. The samples in the study were mainly drawn from the private university students (i.e. Business Administration students) and faculty members, and some bank officers participated as sample respondents in this study. A non-probability random sampling method is applied, and a 5% significance level is used to accept the hypotheses. Cronbach alpha (α) of 0.7 and above is considered to measure the reliability of the item wise variables. This study examines six variables (perceived usefulness, perceived ease of use, trust, security, perceived privacy, and technology competency) to analyze their impact on the behavioral intention of banking customers to use mobile banking services. Three variables, namely perceived usefulness, security, and technology competency, are found to be significant predictors of customers’ intent to use mobile banking in Bangladesh. For analytical purposes, SPSS version 23.0 is used to test hypotheses. The paper also provides significant implications for bank managers to increase the adoption of mobile banking for their sustainability.
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Agyei, James, Shaorong Sun, Eugene Abrokwah, Emmanuel Kofi Penney, and Richmond Ofori-Boafo. "Mobile Banking Adoption: Examining the Role of Personality Traits." SAGE Open 10, no. 2 (April 2020): 215824402093291. http://dx.doi.org/10.1177/2158244020932918.
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A number of studies have been conducted on the salient factors that influence consumers’ intention to adopt mobile banking services. However, none of these studies has explored the impact of personality traits on consumers’ intention to adopt mobile banking services. This study investigates the impact of personality traits on users’ intention to adopt mobile banking. Data gathered from 482 mobile banking users in Ghana via a convenience sampling technique using a questionnaire survey were analyzed using structural equation modeling. The results show that agreeableness, conscientiousness, and openness to new experience significantly impact users’ intention to adopt mobile banking through perceptions of usefulness and ease of use, with agreeableness showing the strongest total effect, followed by conscientiousness. The results also reveal that perceived usefulness and perceived ease of use are salient predictors of users’ intention to adopt mobile banking. The study underscores the need for service providers to focus on designing effective marketing strategies that recognize different user personality traits so as to improve adoption.
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Shaikh, Samia. "THE CONSEQUENCES OF MOBILE BANKING SERVICES ON CUSTOMER E-SATISFACTION IN PAKISTAN." IBT Journal of Business Studies 14, no. 1 (2018): 39–51. http://dx.doi.org/10.46745/ilma.jbs.2018.14.01.04.
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The purpose of this research is to identify the key factors of mobile Banking technology adoption which influence customer E- satisfaction in Pakistan as Mobile banking has manifest itself as an evolving technology adopted by banking industry around the world. Multiple Regressions has been used to test the due which is collected through Questionnaire, including questions focusing on Cost Efficiency, Easiness and Security. The outcomes of the study suggest that Cost Efficiency, Easiness and Security has significant impact on Customer E-Satisfaction. However, Cost Efficiency and Security are in negative or inversely in relation but easiness factor is in positive relation. The study provides better understanding of major factors effecting Customer E-Satisfaction in Mobile banking services. Banks can make their mobile banking services smoother by focusing on these factors to grab the increasing demand of this service.
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Lonkani, Ravi, Chuleeporn Changchit, Tim Klaus, and Jomjai Sampet. "A Comparative Study of Trust in Mobile Banking." Journal of Global Information Management 28, no. 4 (October 2020): 95–119. http://dx.doi.org/10.4018/jgim.2020100106.
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With the rapid growth of mobile phone usage, mobile services have influenced many industries including banking. Mobile banking has become a popular service as it offers a convenient channel for customers to perform banking transactions. Nevertheless, not all customers feel safe performing financial transactions online. Trust has become a crucial element on whether customers choose to use mobile banking. As a comparative study, this research examines factors and bank customers' characteristics that influence trust in mobile banking between U.S. and Thai mobile banking customers. Three hundred and eight USA consumers and two hundred and fifty-two Thai consumers participated in this study. The results found multiple significant factors influencing trust and usage of mobile banking. This study expands on previous trust and mobile banking usage research and provides practical implications for cross-cultural strategies in mobile banking.
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Santi, Deni Widya, Iwan Saputra, Nurrahma Putri, Miti Yarmunida, and Andi Harpepen. "Mobile Banking Services Strategy For BRI Syariah Customers (BSI) Bengkulu." BIMA Journal (Business, Management, & Accounting Journal) 2, no. 2 (September 15, 2021): 185–98. http://dx.doi.org/10.37638/bima.2.2.185-198.
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There are three issues studied in this final project, namely (1) knowing which services are available through immobile ibanking, (2) customer perceptions of the imobile ibanking application, (3) constraints in operating the immobile ibanking service. The purpose of this research is to build quality services in customer satisfaction. The author uses this type of field research (Field Research) with qualitative descriptive research methods, namely research conducted directly in the field, from the results of this study that customers are satisfied with the mobile banking application, making it easier for customers to make transactions in the mobile banking application, the data is collected in the mobile banking application. This research comes from primary and secondary data sources in the form of interviews and documentation related to mobile banking services. It is hoped that a stable inetwork i will be given to users of the imobile ibanking application so that they are able to enjoy the features of the imobile ibanking application service in any circumstances. which is made easy for iBRI iSyariah customers to share with the imobile banking application, which is in the form of various interesting features that can be utilized by BRI iSyariah customers. This can increase the number of ibank BRI Syariah customers. From the results of this study, it can be concluded that the imobile ibanking service for customers of iBRI isyariah iBengkulu, can download the download ID of the iplay application store isstore so that customers can use the features that are available i service imobile ibanking application Perception or it is very responsive to customer service ibanking, and iyang easy services. By overcoming the less unstable inetwork, the customer has a strong i-network operator, by updating the application on imobile banking.
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Ranganathan, Kavitha, and Amit Kapoor. "Eko: The Mobile Phone as a Financial Identity." Asian Case Research Journal 18, no. 01 (June 2014): 143–73. http://dx.doi.org/10.1142/s0218927514500060.
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Eko Financial Service Private Limited is a young Indian start-up that uses mobile technology for bringing banking to the bottom of the pyramid market. Eko leverages the Banking Correspondent model propagated by the Reserve Bank of India, to provide bank accounts and remittance services for those who have been excluded from the formal banking institutions. With an innovative low-cost technology solution which uses open-source software and cloud computing, the case illustrates how Eko hopes to leverage the mobile revolution sweeping the country to provide financial services to the masses.
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Manjula Bai, H. "Mobile Banking Services and Customer satisfaction with reference to ICICI Bank - A Study." Shanlax International Journal of Commerce 7, no. 2 (April 1, 2019): 7–18. http://dx.doi.org/10.34293/commerce.v7i2.345.
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This paper is designed to study the extent of the recent developments in the mobile banking system in India.,to know the optimistic and pessimistic influence of mobile banking on the customers of ICICI bank. For the purpose of study, the researcher has selected 50 respondents who have familiar with the modern technology of mobile banking. It particularly focused on the problems or the benefits availed from the mobile banking provided by ICICI bank. All levels of customers were surveyed by using questionnaire and the level of satisfaction or dissatisfaction from the mobile banking was studied. Finally the detail information about the benefits they had received were also considered. A small attempt have been made to understand the benefits of the mobile banking and also the limitation of mobile banking was studied with reference to ICICI Bank. Finally, it makes an attempt to offer suggestions to the bank to educate much more about mobile banking to its customer. This paper is designed to study the extent of the recent developments in the mobile banking system in India., to know the optimistic and pessimistic influence of mobile banking on the customers of ICICI bank. For the purpose of study, the researcher has selected 50 respondents who have familiar with the modern technology of mobile banking. It particularly focused on the problems or the benefits availed from the mobile banking provided by ICICI bank. All levels of customers were surveyed by using questionnaire and the level of satisfaction or dissatisfaction from the mobile banking was studied. Finally the detail information about the benefits they had received were also considered. A small attempt have been made to understand the benefits of the mobile banking and also the limitation of mobile banking was studied with reference to ICICI Bank. Finally, it makes an attempt to offer suggestions to the bank to educate much more about mobile banking to its customer.
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Metre, Kanika. "Using Mobile Banking Services to Improve Financial Access for the Poor: Lessons from Kenya, the Philippines, the United States, Haiti, and India." Policy Perspectives 18, no. 1 (October 17, 2011): 6. http://dx.doi.org/10.4079/pp.v18i0.9351.
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As the number of mobile phone subscriptions has rapidly expanded in developing countries, so too has the use of mobile phones to facilitate small-scale financial transactions around the world. Microfinance experts have recognized these mobile banking services as a means for expanding access to financial services among poor and low-income populations. Innovations over the past few years have proven that mobile network operators and banks can cooperate to create successful business models for mobile banking services. Recognizing this success, this paper further explores the ways in which private sector, public sector, and non-profit sector actors can and should collaborate to meet the financial service needs of the poor through innovations in mobile banking. Case studies from Kenya, the Philippines, the United States, Haiti, and India provide relevant lessons on how these collaborations have succeeded or failed in the past.
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Komulainen, Hanna, and Saila Saraniemi. "Customer centricity in mobile banking: a customer experience perspective." International Journal of Bank Marketing 37, no. 5 (July 1, 2019): 1082–102. http://dx.doi.org/10.1108/ijbm-11-2017-0245.
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Purpose The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service. Design/methodology/approach The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method. Findings The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex and multifaceted phenomenon by including value related to process, the use situation and the outcome, and it identifies temporality as influencing and connecting all these aspects. The study identifies several aspects that help us to understand what creates value for the customer while using mobile banking services. Research limitations/implications As one limitation, this study was conducted in a developed country and the findings could be different in an emerging market context. Another limitation relates to the data, as the interviewees’ age range is quite limited, ranging between 20 and 40 years. However, they represent the consumers who normally use mobile services well and thus provide reliable data about their use experiences. Practical implications As the banking industry is currently experiencing rapid and widespread changes and customers become more demanding, it is crucial for banks and other mobile service providers to understand the everyday lives of their customers and to integrate their future services into the customers’ value creation processes as smoothly and inseparably as possible. The findings of this study will help banks and other financial institutions to develop their strategies and operations in regard to customer-oriented thinking, which will further help them to create long-term, profitable customer relationships and improve future viability. Originality/value The study contributes to bank marketing research and extends previous research on customer-centred service marketing by providing a framework that identifies the value related to customer experience in a new mobile banking service. It explores the experiences of actual mobile banking service customers’ and the related value, and thus provides original implications for both theory and practice.
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Kozak, Sylwester, and Bartosz Golnik. "Migration of the Banking Sector to Digital Banking in Poland." Economic and Regional Studies / Studia Ekonomiczne i Regionalne 13, no. 3 (September 1, 2020): 284–94. http://dx.doi.org/10.2478/ers-2020-0021.
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SummarySubject and purpose of work: The aim of the article is to present selected aspects of the digitization process of the banking sector in Poland, including the role of the digital channel in the sale of banking products.Materials and methods: The research is of comparative character and is based on data from the financial website PRNews.pl, NBP, KNF and the ECB Bank.Results: Mobile banking in Poland is highly concentrated. In 2016-2019, the five largest banks serviced 82% of all mobile banking customers, and their number increased by 27% annually.Conclusions: Digitization simplifies the process of obtaining and processing information and contributes to reducing operating costs. However it also forces banks to prepare appropriate security and implement costly technological investments. It increases the availability and quality of banking services, and moves customer service from banking branches to the digital channel. Additionally it contributes to reducing the network of branches and the number of employees employed in them.
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Hong, Ilyoo Barry. "Understanding and Predicting Behavioral Intention to Adopt Mobile Banking." Journal of Global Information Management 27, no. 3 (July 2019): 182–202. http://dx.doi.org/10.4018/jgim.2019070110.
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Although mobile banking provides cost-saving opportunities as well as convenient banking experience for customers, today's banks still face challenges when deploying the technology because a good number of customers are reluctant to use mobile banking for personal reasons. This article is an empirical investigation of the determinants of the intention to use mobile banking services. The determinants are grouped into two categories including personal factors and social influence factors. The authors conducted an empirical analysis using 751 survey responses collected from present users of mobile banking services. The results of the analysis reveal that all the personal factors have positive relationships with the intention to use mobile banking services. On the other hand, it was found that of the social influence factors, perceived herding behavior has a significantly positive relationship with the intention to use mobile banking services, whereas subjective norm is not significantly related to the intention. The authors provide practical as well as academic implications of the research findings.
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Zhu, Xiaoning, Rui Yan, and Tian xing Xu. "An Integrated DEMATEL-ANP Approach for Mobile Banking Adoptions in China Market." Discrete Dynamics in Nature and Society 2020 (October 10, 2020): 1–19. http://dx.doi.org/10.1155/2020/1843697.
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With the rapid development of the mobile device and Internet usage, the mobile banking has seen remarkable growth across the world, especially in the past few years, as one of the emerging financial innovations. This paper attempts to explore the mobile banking services offered by selected commercial Chinese banks. The main data of this study were obtained through the comprehensive evaluation of mobile banking services. The DEMATEL-ANP method was used to evaluate the main factors influencing the adoption of mobile banking. The results show that there is still big space for the improvement of the mobile banking services for the selected Chinese banks. The management significance and suggestions for these banks are also discussed.
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Laukkanen, Tommi, and Jari Lauronen. "Consumer value creation in mobile banking services." International Journal of Mobile Communications 3, no. 4 (2005): 325. http://dx.doi.org/10.1504/ijmc.2005.007021.
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Yang, Ann Shawing. "Exploring adoption difficulties in mobile banking services." Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration 26, no. 2 (June 2009): 136–49. http://dx.doi.org/10.1002/cjas.102.
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Burucuoglu, Murat, and Evrim Erdogan. "An Empirical Examination of the Relation between Consumption Values, Mobil Trust and Mobile Banking Adoption." International Business Research 9, no. 12 (November 23, 2016): 131. http://dx.doi.org/10.5539/ibr.v9n12p131.
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<p>The purpose of this study is to examine the relations among consumption values of the consumers relevant to mobile banking services, adoption to mobile banking and mobile trust. For this purpose, we propose a structural model which demonstrates the relations between consumption values, mobile banking adoption and mobile trust of consumers. The data had been collected through survey applied on individuals who are using mobile banking services in Turkey. It had been reached to 175 participants in total. The obtained data had been analyzed by partial least squares path analysis (PLS-SEM) which is known as second generation structural equation modeling. As the result of the research, it had been concluded that the conditional value, emotional value and epistemic value –from among consumption values- have positive and statistically meaningful effect on adoption to mobile banking, and that the social value has negative and statistically meaningful effect. It is being observed that there is positive and statistically meaningful relation in between trust relevant to mobile banking and conditional value, emotional value and functional value. And there are positive and statistically meaningful relations on trust relevant to mobile banking and adoption to mobile banking.</p>
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Wulandari, Nuri. "PENGARUH FAKTOR DEMOGRAFIS PADA ADOPSI LAYANAN BERBASIS TEKNOLOGI PADA PERBANKAN SYARIAH." Jurnal Ilmu Manajemen & Ekonomika 7, no. 2 (October 16, 2018): 90. http://dx.doi.org/10.35384/jime.v7i2.87.
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Mobile phone and internet users in Indonesia continues to grow rapidly. It utilized by the bank to provide technology-based services, so that customers can trade without restriction of place and time. However, like other technologies, customers require adjustment for the adoption of such technology-based services. One of the factors that affect the adoption of technology-based service is the customer demographics.This study investigates the demographic effects of the adoption of mobile banking and internet banking. Data collected in the form of a survey of 44 respondents in Jakarta conducted in March 2015. The uniqueness of the study lies in the analysis that weighed between users on a technology-based service Islamic bank with conventional banks.The results showed demographic characteristics banking customers that use technology-based service in Islamic banks so that it can be followed up to the target or marketing communications.Keywords: Mobile Banking, Internet Banking, Sharia Bank, Technology Adaptation, Marketing, Demographic.
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Shaikh, Aijaz A., Payam Hanafizadeh, and Heikki Karjaluoto. "Mobile Banking and Payment System." International Journal of E-Business Research 13, no. 2 (April 2017): 14–27. http://dx.doi.org/10.4018/ijebr.2017040102.
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This study conceptualizes and proposes a well-regulated and designated mobile banking and payment system (MBPS) with the potential to strengthen the banking system, foster the regulatory framework, and to be integrated across various platforms and mobile devices. Unlike other mobile payment systems that lack convenience, scalability, and usability, the proposed MBPS contains several important functionalities and it has the potential to bring together hitherto unconnected industries—banking, Fintech and telecoms—to offer value-added services to their existing and potential customers. The ownership of the MBPS shall remain with the financial services sector including the banking and microfinance institutions. The paper concludes with a discussion on the implications and limitations of the study and proposes future research directions.
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Ayswarya, R., D. Sarala, P. Muralidharan, and M. Ilankadhir. "Service Quality of Mobile Banking Services in ICICI Bank Limited." Journal of Service Science and Management 12, no. 05 (2019): 649–64. http://dx.doi.org/10.4236/jssm.2019.125045.
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Dr. Nitya Sharma, Puneeta Sharma, Dr Kavita Sharma,. "Customers Perspective On Mobile Banking During Covid Lockdown Period: A Study Of District Kapurthala." Psychology and Education Journal 57, no. 9 (January 5, 2021): 6055–65. http://dx.doi.org/10.17762/pae.v57i9.2666.
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The access to mobile technology has given an impetus to the banking sector with overall advancement and increase in financial transactions. .With the motto of any time, any where and by any mode, spread of financial products of banks is markedly seen in the market. Banking services can be provided very fast and interactively in mobile banking. In this era, Technology has proved its contribution in today’s business world, which leads to the largest and fastest growth indicator in an economy. Mobile banking is among those indicators which promotes banking and financial sector. The role of technology is changing, the already developed traditional mindset of people. The periphery of transactions are changing rapidly day to day, which gives many opportunities to all banking and financial institutions to enhance their services package offered to customers. Mobile banking service helps the user to handle their sensitive as well as daily routine chores in an efficient and confidential way. Mobile banking doesn’t restrict a customer to stick at one place, region/area. Over the years, financial institutions and banks are always curious to increase the facilities to the customers to fascinate them. This paper examines the awareness of inhabitants of Kapurthala, District Kapurthala regarding the awareness of mobile banking.
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Ebong, Jimmy, and Babu George. "Financial Inclusion through Digital Financial Services (DFS): A Study in Uganda." Journal of Risk and Financial Management 14, no. 9 (August 24, 2021): 393. http://dx.doi.org/10.3390/jrfm14090393.
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This study unravels trends and momentum in banking and mobile money channels and uptake of select services and thereafter draws implications for enhancing financial inclusion through Digital Financial Services (DFS). The Rate of Change (ROC) approach was applied to analyze the growth momentum in banking and mobile money channels in Uganda. Implications for growth momentum in banking and mobile money channels for DFS and financial inclusion was drawn from observing and making informed interpretation of such observed trends and momentum. The findings of this study imply that banks must innovate to increase their contribution towards enhancing financial inclusion. Additional channel innovations, which may infuse banking and mobile money channels, are needed for banking to leverage on growth of mobile money and regain its role in enhancing financial inclusion. Leveraging the application of digital innovations in services such as payments and digitizing alternative channels such as agent banking are likely to increase efficiencies in physical channels and the provision of banking services and thereby increase overall reach and penetration of banking. The fast pace of mobile money penetration is good for speeding up financial inclusion. However, this calls for better regulatory approaches for DFS risk reduction, consumer protection, and protecting mobile money against integrity and financial crimes.
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Rahmawati, Charissa Kezia, and Bayu Arie Fianto. "ANALISIS DESKRIPTIF PADA DIMENSI KUALITAS LAYANAN MOBILE BANKING (M-BANKING) TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH." Jurnal Ekonomi Syariah Teori dan Terapan 7, no. 6 (July 11, 2020): 1118. http://dx.doi.org/10.20473/vol7iss20206pp1118-1127.
Full textAbstract:
This research presents an initial study of customer satisfaction as measured by five mobile banking (m-banking) quality services dimensions using descriptive statistics and mean score. The survey data were obtained from 100 respondents of mobile banking (m-baking) users by using a purposive sampling method. The data is processed using validity and reliability test to check the quality of the data. The results shown in this research are explanatory or extracting information on which factors the customer shows high and low satisfaction.Keywords: Customer Satisfaction, Descriptive Statistic, Mobile Banking, Quality Service Dimension
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Chavali, Kavita, and Ajith Kumar. "Adoption of Mobile Banking and Perceived Risk in GCC." Banks and Bank Systems 13, no. 1 (February 15, 2018): 72–79. http://dx.doi.org/10.21511/bbs.13(1).2018.07.
Full textAbstract:
The study deals with the adoption of mobile banking services by respondents in UAE and the perception of risk factors by them. A model was developed on the Customer Adoption Process of mobile banking. The model is validated based on the data collected using the questionnaire from a sample of 90 respondents in UAE. Factor analysis is used to evaluate and analyze the responses. Belief in technology and the value it creates are the major driving force for respondents to adopt mobile banking. Respondents perceive that mobile banking helps in proper financial planning due to continuous monitoring the transactions and time saving. Lack of privacy in the mobile banking transactions and not all banks offering mobile banking services in UAE are the major challenges perceived by the respondents for non-adoption of mobile banking. Respondents identify time risk, financial risk and performance risk as the most predominant risk factors compared to other risks in the adoption process.