Mobile devices and mobile internet data services: Implications for mobile banking

A widespread search of four large online academic databases, namely Sabinet Reference, EBSCOhost, Google Scholar and Emerald showed no evidence of a validated attitudes-towards-personal-financial-planning scale within the South African context. To fill this gap in the literature, the aim of this study was to describe the process undertaken to validate attitudes towards personal financial planning as a 13-factor structure within the South African context. The study followed a descriptive and single cross-sectional research design and used a survey self-administered questionnaire to collect the required data from a convenience sample of 334 Generation Y students registered at the campuses of two Gauteng-based public South African universities. The data analysis techniques comprised Pearson?s product-moment correlation analysis, multicollinearity analysis, reliability measures and confirmatory factor analysis using the maximum likelihood method. The findings of the analysis validate that the proposed measurement model of utility and trust in mobile banking is a 13-factor structure that consists of attitudes towards mobile banking, perceived ease of use, perceived behavioural control, perceived self-efficacy, trust in mobile banking, perceived integrity of the mobile bank, perceived relative advantage, perceived compatibility, behavioural intention to use mobile banking, perceived structural assurance, perceived information quality, perceived system quality and subjective norms. In addition, the measurement model revealed evidence of internal-consistency reliability, composite reliability, construct, convergent, discriminant and nomological validity. Furthermore, the measurement model displayed no evidence of multicollinearity between the factors and the goodness-of-fit indices produced by AMOS suggested a well-fitting model.

Mobile banking, sometimes referred to as M-Banking, Mbanking or SMS Banking, is a term used for performing balance checks, account transactions, payments, credit applications and other banking transactions through a mobile device such as a mobile phone or Personal Digital Assistant (PDA). Mobile banking has until recently most often been performed via SMS or the Mobile Web. Apple's initial success with iPhone and the rapid growth of phones based on Google's Android (operating system) have led to increasing use of special client programs, called apps, downloaded to the mobile device hence increasing the number of banking applications that can be made available on mobile phones . This in turn has increased the popularity of mobile device use in regards to personal banking activities. Due to the characteristics of wireless medium, limited protection of the nodes, nature of connectivity and lack of centralized managing point, wireless networks tend to be highly vulnerable and more often than not they become subjects of attack. This paper proposes to identify potential threats associated with communication between a mobile device and the back end server in mobile banking applications. The paper should be able to identify the techniques associated with Man in the middle attacks during communication between a mobile device and a back end server and propose controls that will ensure that data theft does not occur during such sessions.

Mobile banking had a significant increase during the Covid-19, therefore Bank Nagari had to improve its performance by maintaining e-satisfaction This study tests the e-satisfaction model for mobile banking Bank Nagari services users during Covid-19, which is influenced by mobile banking service quality and online relationship quality. Data were analyzed using AMOS's 26 version structural equation model (SEM) as the software used and the type of this study is quantitative explanatory. The sampling technique uses quota sampling with a sample number of 120 respondents who used mobile banking during the Covid-19. The results showed that mobile banking service quality and online relationship quality positively and significantly affected e-satisfaction. This model can be used for Bank Nagari as strategic management to improve customer satisfaction in mobile banking by improving mobile banking service quality and online relationship quality. This study extends the literature related to the e-satisfaction model in using mobile banking services, especially for customers of Bank Nagari.

PurposeThe purpose of this paper is to identify which factors influence mobile banking adoption and examine those factors for segmentation, using a sample of Indian consumers.Design/methodology/approachIn total, 59 statements were identified based on a literature review, focus group discussions and personal interviews. Exploratory factor analysis was conducted to identify the relevant factors. An online survey of 367 mobile phone users in India was conducted. Confirmatory factor analysis was conducted using structural equation modeling. Appropriate statistical techniques (hierarchical cluster analysis, k-means cluster analysis) were used to segment the users. A profile of each segment was developed based on demographics, mobile banking services used, and attitude and intentions toward mobile banking. Further, a post hoc test was used to test the variation between the obtained clusters and user attitudes and intentions toward mobile banking. The demographic characteristics of users within each cluster were also examined.FindingsMobile users were segmented into three clusters based on their perceptions of various factors influencing mobile banking. These segments were labeled as technology adoption (TA) leaders, TA followers and TA laggards. The results show that both attitude and intentions toward mobile banking significantly differs across the three segments. In terms of relative positioning, TA leaders have the most favorable attitudes and intentions followed by TA followers, and TA laggards. Age was found to significantly influence TA and usage.Research limitations/implicationsThe findings of the study are based on responses from young, educated and salaried Indian consumers from large metro cities. Therefore, it is important to include respondents from smaller cities and towns to be able to generalize the findings. The sample is skewed toward users having accounts with private banks and hence, a balanced representation of respondents from public and private sector banks would help in identifying gaps pertaining to each sector. In future research, attempting to compare the results with other developing and developed countries may be beneficial.Practical implicationsThe results offer service providers better knowledge about typical mobile banking user segments, providing banks with ideas for customizing their services to meet customer expectations.Originality/valueThis paper provides insights into factors that influence mobile banking adoption in India, which has not been investigated. In contrast to earlier studies conducted on internet banking, this study attempts to examine the perceptions, attitudes and intentions of mobile users. Although traditional TA models and theories of technology diffusion have been used, this study attempts to tailor the model specifically for mobile banking.

This research is a study to analyze the effect of Interface Design on customer loyalty in mobile banking applications in Indonesia. This research methodology uses a questionnaire distribution technique for millennial generation respondents who use mobile banking in Indonesia, using the Likert Scale method, and data processing techniques using the Structural Equation Modeling (SEM) method. This research aims to examine the significant influence of Interface Design on customer loyalty in mobile banking applications in Indonesia. This digital transformation in the banking industry provides benefits for both banks and their customers. Banking digitalization can provide benefits for accelerating customer transactions, avoiding human errors for manual transactions at offline branches, and increasing banks’ efficiency because it reduces manual processes in serving customer transactions. For customers, mobile banking applications accelerate transactions, time efficiency without having to come to an offline branch, and flexibility to create transactions. The hypothesis indicates that interface design significantly impacts loyalty customers using mobile banking applications. This research is useful for the banking industry to accommodate a user-friendly interface design to increase the competitive advantage for banks that provide mobile banking applications.

PurposeThe research aims to addresses the limitations of previous literature regarding choosing the appropriate conceptualization of trust (i.e. interpersonal trust or system trust) and the role of design aesthetics in generating system trust and intention to adopt mobile banking.Design/methodology/approachThe research conducts two studies. Study 1 determines the degree of humanness in a mobile banking application. Study 2 tests the research model. A total of 261 respondents participate in Study 1 and 491 in Study 2. Statistical Package for the Social Sciences (SPSS) (study 1) and SmartPLS (PLS software) (study 2) are used to test the hypotheses.FindingsStudy 1 establishes that the mobile banking application is perceived to have low humanness. Thus, it is expected that system trust is more appropriate to use than interpersonal trust. Study 2 demonstrates that (i) system trust is more useful than interpersonal trust in the mobile banking context and (ii) design aesthetics positively influences consumer system trust and intention to adopt.Originality/valueTo the best of the authors' knowledge, the current research is the first to distinguish empirically between system trust and interpersonal trust and identify the best choice of mobile banking trust type. Specifically, the study determined the choice of system trust for mobile banking through a priori humanness measures and validated this choice by measuring both system trust and interpersonal trust, which has not been done before. In addition, retail banking should consider the influence of design aesthetics on consumer trust and incorporate elements that enhance consumers' opinions about the mobile banking application's functionality, reliability and helpfulness.

모바일 뱅킹을 이용한 거래 증가세가 지속되면서 모바일 금융 보안 위협 또한 증가하고 있다. 모바일 뱅킹은 금융사가 제작한 전용 앱을 통해 금융거래를 수행하는 방식으로 인터넷 뱅킹에 준하는 대부분의 서비스를 제공하고 있다. 모바일 뱅킹 전용 앱에서 저장하고 있는 신용카드 번호와 같은 개인정보는 해커의 악의적인 공격이나 모바일 단말 분실로 인해 2차적인 공격에 이용될 수 있다. 따라서 본 논문에서는 이러한 개인정보 유출에 의한 모바일 금융사고 위협에 대응하기 위해 모바일 단말에서 뱅킹 서비스 이용시 사용자의 입력 패턴과 거래 패턴을 이용하여 올바른 사용자에 의한 거래 시도인지 여부를 판단할 수 있는 이상치 탐지 방법을 제안한다. 사용자의 입력 패턴과 거래 패턴 데이터에는 특정 사용자를 식별할 수 있는 정보들이 포함되어 있으며, 따라서 이를 적절히 이용할 경우 올바른 사용자에 의한 금융 거래와 비정상 거래를 구분하기 위한 자료로 사용할 수 있다. 본 논문에서는 실험을 위해 스마트 폰에서 직접 사용자 입력 패턴 정보를 수집하였고, 국내 모 금융사에서 이상치 탐지에 사용하는 실험 데이터를 획득하여 거래 패턴 정보로 활용하였다. 수집된 정보를 바탕으로 입력 패턴 및 거래 패턴 기반의 탐지 실험을 진행한 결과, 효율적으로 이상 거래를 탐지할 수 있음을 확인하였다. As the increase of transaction using mobile banking continues, threat to the mobile financial security is also increasing. Mobile banking service performs the financial transaction using the dedicate application which is made by financial corporation. It provides the same services as the internet banking service. Personal information such as credit card number, which is stored in the mobile banking application can be used to the additional attack caused by a malicious attack or the loss of the mobile devices. Therefore, in this paper, to cope with the mobile financial accident caused by personal information exposure, we suggest outlier detection method which can judge whether the transaction is conducted by the appropriate user or not. This detection method utilizes the user's input patterns and transaction patterns when a user uses the banking service on the mobile devices. User's input and transaction pattern data involves the information which can be used to discern a certain user. Thus, if these data are utilized appropriately, they can be the information to distinguish abnormal transaction from the transaction done by the appropriate user. In this paper, we collect the data of user's input patterns on a smart phone for the experiment. And we use the experiment data which domestic financial corporation uses to detect outlier as the data of transaction pattern. We verify that our proposal can detect the abnormal transaction efficiently, as a result of detection experiment based on the collected input and transaction pattern data.

Provision of mobile banking services from an actor–network perspective: Implications for convergence and standardization

This study examines multi-national data from Finland, Korea, the United States, Taiwan and Singapore to identify the factors that determine the purchase intention of mobile data services (MDS) and new mobile devices. A hybrid model incorporating factors from the means-end chain and cost-benefit equilibrium is tested on 3184 data with structural equation modeling. The results suggest that among the five selected countries, the Finns tend to be most knowledgeable and confident about mobile products and services; whereas Koreans and Americans are more practical and cost conscious. The Taiwanese consume mobile services mainly for utilitarian benefits. And Singaporean consumption behavior is significantly restricted by income.

This study aims to find out how mobile banking is a communication medium for banking services at Bank BTN Bengkulu Branch, using Lasswell theory in Kurniawan (2018:62) which consists of: Who (who is the communicator), say what (what message he states), in which channel (what channel/media is used), to whom (who is the communicant) and whit what effect (the expected effect). This research is a qualitative research with a descriptive design. Data collection techniques in this study are primary data and secondary data. The results show that Who (who is the communicator), the communicator in this study is a mobile banking application at Bank BTN Bengkulu Branch. Say What (what message it states), the message given by the mobile banking application in this study is in the form of sentences or words and numbers desired by customers as mobile banking users of Bank BTN Bengkulu Branch. In Which Channel (What channel/media is used), the media in this study is the media used by customers in the use of mobile banking at Bank BTN Bengkulu Branch, namely the andorid phone. To Whom (Who is the communicant), the communicant in this study is the customer of Bank BTN Bengkulu Branch. Whit What Effect (Expected Effect), the effect in this study is to direct the communicator (application) to communicate according to what the customer wants so that ongoing transactions through the mobile banking application can run successfully and successfully.

The rapid growth of mobile banking applications has transformed the financial landscape, providing convenience and accessibility to users worldwide. All 11 commercial banks in Albania provide mobile banking options to their customers. Smartphones have become the primary platform for digital interactions, with mobile banking emerging as the preferred method for over 73% of online banking users in the country. Recent literature suggests that user-friendly features, ease of navigation, simple language, continuous updates, robust safety measures, and active reviewer engagement contribute significantly to app downloads, ongoing usage, conversion rates, and customer satisfaction. Ultimately, these factors enhance the efficiency of banking operations. This study analyses reviews of Albanian mobile banking applications on the Google Play Store to identify trends and patterns. The findings reveal a correlation between bank size, mobile banking app ratings, and reviewer engagement. Extending the analysis to Western Balkan banks confirms a similar bank size, app rating, and user engagement tendency. This work underscores the necessity of a quality assurance system to effectively apply customer feedback for useful mobile banking application updates.

Abstract. This study is to evaluate and improve the quality of mobile banking services offered by Bank BJB. With the advancement of technology and the increasing use of smartphones, mobile banking services have become very important for consumer satisfaction. This research identifies problems related to service priorities desired by consumers, service techniques applied by Bank BJB and the relationship between service priorities and service techniques. The Quality Function Deployment (QFD) method was used to translate customer needs into the service design and development process. The results showed that by applying QFD, Bank BJB should be able to improve the quality of service products, which in turn can increase customer satisfaction and the competitiveness of the company. This research is expected to contribute to the development of more effective service strategies in the banking industry, especially in the context of mobile banking services. Abstrak. Penelitian ini bertujuan untuk mengevaluasi serta meningkatkan kualitas layanan mobile banking yang ditawarkan oleh Bank BJB. Dengan kemajuan teknologi dan meningkatnya penggunaan smartphone, layanan mobile banking menjadi sangat penting bagi kepuasan nasabah. Penelitian ini mengidentifikasi masalah terkait prioritas pelayanan yang diinginkan oleh konsumen, teknik pelayanan yang diterapkan oleh Bank BJB serta hubungan antara prioritas pelayanan dengan teknik pelayanan tersebut. Metode Quality Function Deployment (QFD) digunakan untuk menerjemahkan kebutuhan pelanggan ke dalam proses desain dan pengembangan layanan. Hasil penelitian menunjukkan bahwa dengan menerapkan QFD, Bank BJB harus meningkatkan kualitas produk layanan, yang pada akhirnya bisa memperbaiki kepuasan pelanggan dan daya saing perusahaan. Penelitian ini diharapkan dapat memberikan kontribusi terhadap pengembangan strategi pelayanan yang lebih efektif dalam industri perbankan, khususnya dalam konteks layanan mobile banking.

This study analyzes the factors that influence the use of mobile banking services. Research focus on students because students are one of the promising young age segments and many use technologies. This mobile banking service is needed by users to increase the mobility of the use of services at the bank for all financial transactions. The developed mobile banking must have several factors that must be met, among others: security factors in transactions and personal data information from users, user data confidentiality factors, risk factors in service use, trust factors of service users, service usability factors, and service factors in mobile banking. Data collection by distributing questionnaires using Google forms and the results obtained were 340 respondents. The analysis was performed using quantitative techniques with SEM with analysis software is SMARTPLS 3.0. The analysis shows that there are four factors that significantly influence the use mobile banking, namely Security and Confidentiality, Perceived Trust, Perceived Risk, Services Mobile Banking. In addition, there is one factor that the Perceived of use smartphones does not affect the use of services mobile banking. The results show that users need the security and confidentiality of personal data and transactions carried out. This will indirectly increase user confidence in mobile banking, and the bank must reduce or eliminate all risks caused by mobile banking services. Knowing the influence of these factors can increase mobile usage in mobile services and increase usage interest, and the bank knows which services can be improved.

Purpose – This paper aims to investigate the barriers for adopting mobile banking services. From a methodological perspective, this paper seeks to build on two widely used models for technology adoption, the Technology Acceptance Model (TAM) and Innovation Diffusion Theory and to test a model that is better able to predict consumers' intention to use mobile banking. Design/methodology/approach – A research model extends the TAM model by additionally examining the effects of compatibility, trust, credibility, perceived risk and cost on behavioural intention. The empirical approach was based on an online survey of 263 young people in Germany, undertaken during August/September 2009. The data were analysed using structural equation modelling. Findings – The results of the study indicated that compatibility, perceived usefulness, and risk are significant indicators for the adoption of m‐banking services. Compatibility not only had a strong direct effect but was also identified as an important antecedent for perceived ease of use, perceived usefulness and credibility. Trust and credibility are crucial in reducing the overall perceived risk of m‐banking. Originality/value – The results of this study have implications for researchers and practitioners. The proposed model explains 65 per cent of the variance in intention to adopt mobile phone banking, which is more than the 40 per cent of variance typically found in other studies using the TAM. This study provides a basis for further refinement of models to predict technology adoption, in particular the inclusion of compatibility as a predictor of behavioural intention. In terms of behavioural and demographic data, the study focuses on segments of individuals who are most likely to adopt m‐banking.

This research was conducted to determine the influence of perceived convenience and security on customer interest in using BNI mobile banking with customer satisfaction as a mediator. The sampling technique used is nonprobability sampling (purposive sampling) with a customer population of the BNI Kelapa Gading branch with a sample size of 100 respondents. This research uses an associative approach using the Path Analysis method and is calculated. The results of this research show that perceived convenience has a positive effect on interest in using mobile banking, security has a positive effect on interest in using mobile banking, perception of convenience has no effect on customer satisfaction, security has no effect on customer satisfaction, and interest in using mobile banking has a positive effect on customer satisfaction and interest in using mobile banking do not mediate perceptions of convenience and security on customer satisfaction. The managerial implication of this research is improving user experience. This implication can be through streamlining processes and a better understanding of user needs. Improved system security to show that perceived security influences customer satisfaction and increased communication and education through marketing campaigns that focus on security features and convenience in mobile banking applications.