A Survey on Mobile Banking Applications and the Adopted Models

In today’s post-modern era, the banking industry is becoming a digital rather than a physical system. Digital banking has been synonymous with the fourth industrial revolution making a notable impact on the African continent. Therefore, the purpose of this research is to empirically investigate consumer attitudes towards mobile banking applications in South Africa. A positivist paradigm underpinned the study, and a descriptive design was employed. To test the proposed hypotheses a unique conceptual model was developed. Non-probability sampling was adopted in selecting appropriate participants. A total of data was collected from 325 willing participants through an survey. In terms of analysis, SPSS n and AMOS were utilised to generate descriptive statistics and hypotheses testing. The results established that attitudes towards mobile banking applications and actual use of mobile banking applications was the strongest relationship. The empirical evidence presented in this study adds value to the existing research on mobile-banking within the 4th industrial revolution, particularly in South Africa, a largely under-researched area.

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PELAYANAN NASABAH BRI CABANG BUNTOK MENGGUNAKAN APLIKASI MOBILE BANKING PADA TAHUN 2017

Anterior Jurnal ◽

10.33084/anterior.v17i2.4 ◽

2018 ◽

Vol 17 (2) ◽

pp. 100-107

Author(s):

Harlina Kuriaty

Keyword(s):

Service Quality ◽

Mobile Phone ◽

Direct Evidence ◽

Civil Servant ◽

Mobile Banking ◽

Quality Factors ◽

Inhibiting Factors ◽

Inhibiting Factor ◽

Effectiveness And Efficiency ◽

Mobile Banking Applications

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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Analysing User Experience of Mobile Banking Applications in Nigeria: A Text Mining Approach

Central Bank of Nigeria Journal of Applied Statistics ◽

10.33429/cjas.12121.4/6 ◽

2021 ◽

Vol 12 (No. 1) ◽

pp. 77-108

Author(s):

Babatunde S. Omotosho

Keyword(s):

User Experience ◽

Commercial Banks ◽

Mobile Banking ◽

Effective Manner ◽

Textual Data ◽

Positive Sentiment ◽

Mobile Banking Applications ◽

Operational Failures ◽

Negative Sentiment ◽

Average User

This paper analyses textual data mined from 37,460 reviews written by mobile banking application users in Nigeria over the period November 2012 – July 2020. On a scale of 1 to 5 (5 being the best), the average user rating for the twenty-two apps included in our sample is 3.5; with the apps deployed by non-interest banks having the highest average rating of 4.0 and those by commercial banks with national authorisation having the least rating of 3.4. Results from the sentiment analysis reveal that the share of positive sentiment words (17.8%) in the corpus more than double that of negative sentiment words (7.7%). Furthermore, we find that about 66 per cent of the emotions expressed by the users are associated with ‘trust’, ‘anticipation’, and ‘joy’ while the remaining 34 per cent relate to ‘surprise’, ‘fear’, ‘anger’, and ‘disgust’. These results imply that majority of the users are satisfied with their mobile banking experience. Finally, we find that the main topics contained in the user reviews pertain to (i) feedback on banks’ responsiveness to user complaints (ii) user experience regarding app functionalities and updates, and (iii) operational failures associated with the use of the apps. These results highlight the need for banks to continue to promote awareness of existing functionalities on their apps, educate users on how those solutions could be accessed, and respond to user feedback in a timely and effective manner.

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Analisis Pengaruh Kelengkapan Fitur dan Desain Navigasi Aplikasi Perbankan Berbasis Mobile Terhadap User Experience Nasabah Individu pada PT Bank Central Asia Tbk

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v4i4.8671 ◽

2020 ◽

Vol 4 (4) ◽

pp. 111

Author(s):

Andrian Harinata ◽

Anas Lutfi

Keyword(s):

Regression Analysis ◽

Central Asia ◽

Multiple Regression Analysis ◽

Multiple Regression ◽

User Experience ◽

Hypothesis Test ◽

Mobile Banking ◽

Mobile Banking Applications ◽

The Individual

The goal of this research was to find whether feature completeness and navigation design of mobile banking applications developed by PT Bank Central Asia Tbk have a significant impact to its individual customers' user experience. This research was conducted by using questionnaire, in which the population was all the individual customers of PT Bank Central Asia Tbk, while the sample was the 162 (one hundred and sixty-two) respondents who submitted the questionnaire. By using the multiple regression analysis and hypothesis test, it was found that both feature completeness and navigation design of mobile banking applications developed by PT Bank Central Asia Tbk have a positive and significant impact to its individual customers' user experience.

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