A Usability Comparison of SMS and IVR as Digital Banking Channels

2011 ◽  
Vol 7 (4) ◽  
pp. 1-16 ◽  
Author(s):  
Gareth Peevers ◽  
Gary Douglas ◽  
Mervyn A. Jack ◽  
Diarmid Marshall
Keyword(s):  
Repeated Measures ◽  
Rank Order ◽  
Consumer Trust ◽  
Mobile Banking ◽  
Completion Rates ◽  
Usability Problems ◽  
Older Users ◽  
Security Concerns ◽  
Usability Metrics ◽  
First Time

In this paper, the authors compare the usability of SMS mobile banking and automated IVR telephone banking. Participants (N = 116) used SMS banking and IVR banking to find their account balance in a repeated-measures experiment. IVR banking scored higher for usability metrics: effectiveness, attitude, and quality. There was no clear difference in rank order of preference between the two channels. Participants gave positive comments regarding speed and efficiency with SMS banking, but had serious doubts over the security of the SMS channel, impacting consumer trust in SMS banking. The authors argue that usability problems and security concerns are a major factor in the low adoption of SMS mobile banking. Older users were less positive in general to SMS banking compared with the more established IVR banking. Older users had lower first time completion rates for SMS banking and gave IVR banking higher attitude and quality scores.

A Usability Comparison of SMS and IVR as Digital Banking Channels

2013 ◽  
pp. 76-91
Author(s):  
Gareth Peevers ◽  
Gary Douglas ◽  
Mervyn A. Jack ◽  
Diarmid Marshall
Keyword(s):  
Repeated Measures ◽  
Rank Order ◽  
Consumer Trust ◽  
Mobile Banking ◽  
Completion Rates ◽  
Usability Problems ◽  
Older Users ◽  
Security Concerns ◽  
Usability Metrics ◽  
First Time

In this paper, the authors compare the usability of SMS mobile banking and automated IVR telephone banking. Participants (N = 116) used SMS banking and IVR banking to find their account balance in a repeated-measures experiment. IVR banking scored higher for usability metrics: effectiveness, attitude, and quality. There was no clear difference in rank order of preference between the two channels. Participants gave positive comments regarding speed and efficiency with SMS banking, but had serious doubts over the security of the SMS channel, impacting consumer trust in SMS banking. The authors argue that usability problems and security concerns are a major factor in the low adoption of SMS mobile banking. Older users were less positive in general to SMS banking compared with the more established IVR banking. Older users had lower first time completion rates for SMS banking and gave IVR banking higher attitude and quality scores.

Assessing variability in surgical decision making among attending neurosurgeons at an academic center

2020 ◽  
Vol 132 (6) ◽  
pp. 1970-1976
Author(s):  
Ashwin G. Ramayya ◽  
H. Isaac Chen ◽  
Paul J. Marcotte ◽  
Steven Brem ◽  
Eric L. Zager ◽  
...  
Keyword(s):  
Spine Surgery ◽  
Repeated Measures ◽  
Elective Surgery ◽  
Statistical Tests ◽  
Neurosurgical Procedures ◽  
P Values ◽  
Surgical Interventions ◽  
Radiology Reports ◽  
Operative Notes ◽  
First Time

OBJECTIVEAlthough it is known that intersurgeon variability in offering elective surgery can have major consequences for patient morbidity and healthcare spending, data addressing variability within neurosurgery are scarce. The authors performed a prospective peer review study of randomly selected neurosurgery cases in order to assess the extent of consensus regarding the decision to offer elective surgery among attending neurosurgeons across one large academic institution.METHODSAll consecutive patients who had undergone standard inpatient surgical interventions of 1 of 4 types (craniotomy for tumor [CFT], nonacute redo CFT, first-time spine surgery with/without instrumentation, and nonacute redo spine surgery with/without instrumentation) during the period 2015–2017 were retrospectively enrolled (n = 9156 patient surgeries, n = 80 randomly selected individual cases, n = 20 index cases of each type randomly selected for review). The selected cases were scored by attending neurosurgeons using a need for surgery (NFS) score based on clinical data (patient demographics, preoperative notes, radiology reports, and operative notes; n = 616 independent case reviews). Attending neurosurgeon reviewers were blinded as to performing provider and surgical outcome. Aggregate NFS scores across various categories were measured. The authors employed a repeated-measures mixed ANOVA model with autoregressive variance structure to compute omnibus statistical tests across the various surgery types. Interrater reliability (IRR) was measured using Cohen’s kappa based on binary NFS scores.RESULTSOverall, the authors found that most of the neurosurgical procedures studied were rated as “indicated” by blinded attending neurosurgeons (mean NFS = 88.3, all p values < 0.001) with greater agreement among neurosurgeon raters than expected by chance (IRR = 81.78%, p = 0.016). Redo surgery had lower NFS scores and IRR scores than first-time surgery, both for craniotomy and spine surgery (ANOVA, all p values < 0.01). Spine surgeries with fusion had lower NFS scores than spine surgeries without fusion procedures (p < 0.01).CONCLUSIONSThere was general agreement among neurosurgeons in terms of indication for surgery; however, revision surgery of all types and spine surgery with fusion procedures had the lowest amount of decision consensus. These results should guide efforts aimed at reducing unnecessary variability in surgical practice with the goal of effective allocation of healthcare resources to advance the value paradigm in neurosurgery.

Building Initial Trust in an Intermediary in B2C Online Marketplaces

2018 ◽  
Vol 26 (2) ◽  
pp. 27-47 ◽  
Author(s):  
Ilyoo Barry Hong
Keyword(s):  
Empirical Analysis ◽  
Questionnaire Survey ◽  
Trust Model ◽  
Consumer Trust ◽  
Initial Trust ◽  
Online Marketplaces ◽  
First Time

The author develops and test a consumer trust model for building first-time buyer's trust in an intermediary in Korean online marketplaces. Data was collected via a questionnaire survey using 218 respondents. Results from an empirical analysis indicate that while all the three factors of trustworthiness were found to be a predictor of overall initial trust in the intermediary, ‘integrity' turned out to have the strongest association with overall trust. The author's findings suggest that trustworthiness beliefs and trust are conceptually distinct from each other and that the former is a predictor of the latter. The article offers implications for both academics and practitioners of online marketplaces.

scholarly journals ANALISIS USABILITAS PADA APLIKASI MANDIRI ONLINE

2020 ◽  
Vol 15 (1) ◽  
pp. 11
Author(s):  
Astrid Wahyu Adventri Wibowo
Keyword(s):  
Evaluation System ◽  
Internet Banking ◽  
Mobile Banking ◽  
Heuristic Evaluation ◽  
Online Application ◽  
Evaluation Approach ◽  
Usability Problems ◽  
System Usability Scale ◽  
System Usability ◽  
Search Feature

Internet banking atau mobile banking adalah salah satu bentuk aplikasi yang berbasis internet yang dapat digunakan sebagai pintu gerbang menuju dunia perbankan masa depan. Dalam memberikan layanan, pihak bank tidak ingin mengecewakan nasabahnya karena aplikasi internet banking yang sulit digunakan sehingga mengakibatkan nasabah gagal dalam mencari informasi atau gagal melakukan aktivitas perbankan. Melihat pentingnya usabilitas sebuah aplikasi, maka dilakukan penelitian terhadap aplikasi Mandiri Online untuk mengetahui kelayakan dari aplikasi tersebut, mengidentifikasi permasalahan usabilitas, serta menyusun rekomendasi perbaikan. Aplikasi tersebut diuji menggunakan System Usability Scale (SUS) dan pendekatan heuristic evaluation dengan responden sebanyak 40 orang untuk metode SUS dan 5 evaluator dengan kriteria single-expert untuk pendekatan heuristic evaluation. Hasil pengujian aplikasi Mandiri Online dengan instrumen SUS adalah sebesar 79,6 yang berarti aplikasi Mandiri Online dinyatakan dapat diterima (acceptable), termasuk dalam grade B dengan rating good. Dari penelitian ini juga diketahui bahwa terdapat beberapa permasalahan usabilitas mayor yang harus segera diperbaiki dan harus diberi prioritas tinggi. Dalam menyelesaikan permasalahan tersebut membutuhkan beberapa usaha, seperti  menambahkan fitur search untuk mencari nama bank, membuat pengelompokkan instansi pada menu multipayment, membuat atau menambahkan panduan penggunaan atau flowchart penggunaan Mandiri Online, dan menambahkan fitur help pada Mandiri Online. Abstract[Title: Usability Analysis of Mandiri Online Apllication] Internet banking or mobile banking is a form of internet-based application that can be used as a gateway to the future of banking. In providing services, banks won’t to let down their customers because of internet banking applications are difficult to use, resulting in failure to find information or fail to conduct banking activities. Seeing the importance of application usability, a study of Mandiri Online application was conducted to find out the appropriatness of the application, identify usability issues, and construct recommendations for application improvement. This application was tested using the System Usability Scale (SUS) and heuristic evaluation approach with 40 respondents for the SUS and 5 evaluators with single-expert criteria for the heuristic evaluation. The result of testing the Mandiri Online application with the SUS instrument amounted to 79,6 which means this application was declared acceptable, included in grade B, and with a good rating. From this study it is also known that there are some major usability problems that must be corrected immediately and must be given high priority. In solving these problems requires several efforts, such as adding search feature to search the bank’s name, creating agency groups on multipayment menu, creating or adding usage guidelines or flowcharts for using Mandiri Online, and adding help feature to Mandiri Online.Keywords: Heuristic Evaluation; System Usability Scale; Usability

scholarly journals Pathways to Consumers’ Minds: Using Machine Learning and Multiple EEG Metrics to Increase Preference Prediction Above and Beyond Traditional Measurements

2018 ◽  
Author(s):  
Adam Hakim ◽  
Shira Klorfeld ◽  
Tal Sela ◽  
Doron Friedman ◽  
Maytal Shabat-Simon ◽  
...  
Keyword(s):  
Machine Learning ◽  
Predictive Power ◽  
Rank Order ◽  
Marketing Research ◽  
Machine Learning Algorithms ◽  
Great Promise ◽  
Neural Signals ◽  
Novel Approach ◽  
First Time ◽  
Better Than

AbstractA basic aim of marketing research is to predict consumers’ preferences and the success of marketing campaigns in the general population. However, traditional behavioral measurements have various limitations, calling for novel measurements to improve predictive power. In this study, we use neural signals measured with electroencephalography (EEG) in order to overcome these limitations. We record the EEG signals of subjects, as they watched commercials of six food products. We introduce a novel approach in which instead of using one type of EEG measure, we combine several measures, and use state-of-the-art machine learning algorithms to predict subjects’ individual future preferences over the products and the commercials’ population success, as measured by their YouTube metrics. As a benchmark, we acquired measurements of the commercials’ effectiveness using a standard questionnaire commonly used in marketing research. We reached 68.5% accuracy in predicting between the most and least preferred items and a lower than chance RMSE score for predicting the rank order preferences of all six products. We also predicted the commercials’ population success better than chance. Most importantly, we demonstrate for the first time, that for all of our predictions, the EEG measurements increased the prediction power of the questionnaires. Our analyses methods and results show great promise for utilizing EEG measures by managers, marketing practitioners, and researchers, as a valuable tool for predicting subjects’ preferences and marketing campaigns’ success.

scholarly journals Investigating Mobile Banking Continuance Intention: A Mixed-Methods Approach

2021 ◽  
Vol 2021 ◽  
pp. 1-17
Author(s):  
Imdadullah Hidayat-ur-Rehman ◽  
Arshad Ahmad ◽  
Muhammad Nauman Khan ◽  
Shamsul Anuar Mokhtar
Keyword(s):  
Mixed Methods ◽  
Conceptual Model ◽  
Emerging Market ◽  
Qualitative Interviews ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Mixed Methods Approach ◽  
Perceived Security ◽  
Managerial Implications ◽  
Security Concerns

Building on IS research, this study investigates m-banking continuance from an emerging market perspective. Using a mixed-methods approach, the study presents m-banking continuance phenomenon through an integrated model. Study 1 focuses on qualitative interviews of mobile banking users, whereas study 2 empirically tests the conceptual model derived from literature and the results of study 1. Study 1 reveals three additional constructs, perceived ubiquity, perceived autonomy, and perceived security concerns to the existing literature-based constructs. However, the results of study 2—a survey of 390 m-banking users—provide empirical evidence to support the hypotheses drawn in the proposed conceptual model. The results reveal that perceived ubiquity, perceived usefulness, satisfaction, facilitating conditions, perceived security concerns, and trust have emerged as significant direct influencers on m-banking continuance. Moreover, the study offers practical academic and managerial implications regarding m-banking.

scholarly journals Η εφαρμογή του προγράμματος προαγωγής ψυχικής υγείας «Μπορώ να Λύσω το Πρόβλημα» σε δημόσια νηπιαγωγεία στην Ελλάδα: Αποτελέσματα του πρώτου χρόνου

2020 ◽  
Vol 20 (1) ◽  
pp. 54
Author(s):  
Βάνα Χίου ◽  
Αναστασία Ζήση ◽  
Γιώτα Ξανθάκου ◽  
Μαρία Σαπουνά ◽  
Μαρία Καΐλα
Keyword(s):  
Problem Behaviors ◽  
Repeated Measures ◽  
Cognitive Skills ◽  
Intervention Program ◽  
Health Promotion Intervention ◽  
Problem Solving Skills ◽  
Cognitive Problem ◽  
Problem Solve ◽  
First Time ◽  
Alternative Solutions

A mental health promotion intervention program called “I Can Problem Solve” (Shure, 2000) aiming at enhancing interpersonal - cognitive problem solving skills was implemented for first time among preschool children (4-6 aged) attended kindergarten schools in Greece. An experimental repeated measures research design was employed to test over a period of two years; a) cognitive skills of alternative solutions and consequences to hypotheticalinterpersonal problems, and b) social skills and problem behaviors. The first year’s results indicate significant improvements in both cognitive skills for the children joined the experimental research group. The clinical implications of the study are discussed.

Cracking Open the News Feed

2021 ◽  
Vol 1 ◽  
Author(s):  
Andy Guess ◽  
Kevin Aslett ◽  
Joshua Tucker ◽  
Richard Bonneau ◽  
Jonathan Nagler
Keyword(s):  
Social Media ◽  
Fake News ◽  
Older Americans ◽  
News Sources ◽  
Older Users ◽  
Different Types ◽  
Supervised Classifiers ◽  
Sharing Patterns ◽  
First Time

In this study, we analyze for the first time newly available engagement data covering millions of web links shared on Facebook to describe how and by which categories of U.S. users different types of news are seen and shared on the platform. We focus on articles from low-credibility news publishers, credible news sources, purveyors of clickbait, and news specifically about politics, which we identify through a combination of curated lists and supervised classifiers. Our results support recent findings that more fake news is shared by older users and conservatives and that both viewing and sharing patterns suggest a preference for ideologically congenial misinformation. We also find that fake news articles related to politics are more popular among older Americans than other types, while the youngest users share relatively more articles with clickbait headlines. Across the platform, however, articles from credible news sources are shared over 5 times more often and viewed over 7 times more often than articles from low-credibility sources. These findings offer important context for researchers studying the spread and consumption of information — including misinformation — on social media.

scholarly journals Patients' shifting goals for deep brain stimulation and informed consent

Neurology ◽  
2018 ◽  
Vol 91 (5) ◽  
pp. e472-e478 ◽  
Author(s):  
Cynthia S. Kubu ◽  
Thomas Frazier ◽  
Scott E. Cooper ◽  
Andre Machado ◽  
Jerrold Vitek ◽  
...  
Keyword(s):  
Deep Brain Stimulation ◽  
Informed Consent ◽  
Brain Stimulation ◽  
Symptom Severity ◽  
Repeated Measures ◽  
Goal Attainment ◽  
Rank Order ◽  
Consecutive Series ◽  
Semistructured Interview ◽  
Deep Brain

ObjectiveTo determine using a repeated-measures, prospective design whether deep brain stimulation (DBS) results in changes in the importance of symptom and behavioral goals individually identified by patients with Parkinson disease (PD) before DBS surgery.MethodsFifty-two participants recruited from a consecutive series completed a semistructured interview soliciting their rank-ordered symptom and behavioral goals and corresponding visual analog scales measuring perceived symptom severity and limits to goal attainment. Rank orders were reassessed at 2 times after DBS. Changes in rank order over time were examined with χ2 analyses. The relationships between change in symptom severity/limits to behavioral goal attainment and change in rank order were examined with mixed-effects linear regression models.ResultsMost participants changed the rank order of their symptom (81%) and behavioral (77%) goals 3 months after DBS surgery. Change in rank order of symptom goals was significantly related to change in severity ratings such that improvements in self-reported symptom severity were associated with reductions in rank. In contrast, no such relationship was evident for the behavioral goals.ConclusionThese data illustrate how patients' primary goals for DBS shift early in stimulation and highlight the important differences between symptom and behavioral goals. Changes in the rank order of symptom goals were related to changes in symptom severity, whereas subtler shifts in behavioral goals were unrelated to improvements after DBS. This observation suggests that DBS does not affect goals that may be more reflective of core personal values. The findings provide empiric data that can help improve the informed consent process.

scholarly journals The More You Take It, the Better It Works: Six-Month Results of a Nalmefene Phase-IV Trial

2019 ◽  
Vol 8 (4) ◽  
pp. 471 ◽  
Author(s):  
Pablo Barrio ◽  
Carlos Roncero ◽  
Lluisa Ortega ◽  
Josep Guardia ◽  
Lara Yuguero ◽  
...  
Keyword(s):  
Alcohol Consumption ◽  
Repeated Measures ◽  
Heavy Drinking ◽  
Routine Practice ◽  
Major Health Problem ◽  
Total Alcohol ◽  
Reduced Drinking ◽  
First Time ◽  
Alcohol Dependent ◽  
Phase Iv

Background: Alcohol use disorders remain a major health problem. Reduced drinking has been increasingly recognized as a valuable alternative to abstinence. Nalmefene has shown in previous, experimental studies to be a useful tool to aid reduced drinking. However, more data from routine practice settings are needed in order to obtain evidence with high external validity. The aim of this study was to conduct a single-arm phase-IV study with alcohol-dependent outpatients starting with nalmefene for the first time. Here, we present the main effectiveness analysis, scheduled at six months. Methods: This was an observational, multisite, single-arm, phase-IV study conducted among adult alcohol-dependent outpatients who received nalmefene for the first time. The study consisted of four visits: Baseline, 1 month, 6 months, and 12 months. At each visit, drinking variables were obtained from the time-line follow-back regarding the previous month. Satisfaction with medication was also assessed from both patients and professionals with the Medication Satisfaction Questionnaire. A repeated measures mixed model was performed for effective analysis regarding drinking outcomes (reduction in total alcohol consumption and the number of heavy drinking days). Regression analyses were performed in order to find predictors of responses to nalmefene. Results: From a total of 110 patients included, 63 reported data at the six-month visit. On average, patients took nalmefene 69% of days during the month previous to the 6-month assessment. Compared to the one month results, the number of heavy drinking days and total alcohol consumption increased. Still, they were significantly lower than baseline values (outcome evolution over time was from 13.5 to 6.8 to 9.4 days/month, and from 169 to 79 to 116 units/month). A total of 23 patients were considered medication responders. The number of days of taking nalmefene was significantly associated in the regression analysis. Satisfaction was globally high for both professionals and patients and, overall, nalmefene was well-tolerated with no serious adverse events reported. Conclusion: The data provided by this phase-IV study suggest that nalmefene is an effective, well-tolerated treatment for alcohol-dependence in real world, clinical settings.

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