Mobile Banking in the Opinion of Users of Banking Applications in Poland

2015 ◽  
Vol 795 ◽  
pp. 31-38 ◽  
Author(s):  
Witold Chmielarz ◽  
Konrad Łuczak
Keyword(s):  
Mobile Devices ◽  
Quantitative Study ◽  
Operating Systems ◽  
Commercial Banks ◽  
Evaluation Method ◽  
Mobile Banking ◽  
Banking Services ◽  
Mobile Channel ◽  
The Subject ◽  
Mobile Banking Applications

The objective of this article is to present and analyze the findings of a survey concerning mobile banking services offered by commercial banks to individual clients. The present study conducted by the authors examines the use of banking products and services offered in the mobile channel and the opinions of individual customers on the subject. The findings presented in the article focus on mobile banking applications offered by universal banks in Poland available for mobile devices running the Android, iOS and WindowsPhone operating systems. The paper presents general assumptions of the study, description of the methodology and research sample as well as the analysis of the obtained findings and their discussion. The quantitative study was conducted on a selected sample of respondents with the application of a standardized evaluation method used for the assessment of selected banking products and services.

scholarly journals Analysis of Suplly and Demand for Electronic Banking Services in the South Bačka Region

2020 ◽  
Vol 58 (1) ◽  
pp. 131-148
Author(s):  
Marija Vuković ◽  
Dejana Martinov ◽  
Željana Mazić
Keyword(s):  
Commercial Banks ◽  
Statistical Processing ◽  
The Other ◽  
Survey Method ◽  
Electronic Banking ◽  
The South ◽  
Banking Services ◽  
The Subject ◽  
The Republic ◽  
The Empirical Analysis

AbstractThe subject of this paper is the research of the electronic banking services market in the South Bačka region. The aim of this paper is to systematise the supply of services by commercial banks. On the other hand, the aim of the paper is to evaluate the extent to which citizens use electronic banking services. The research methodology includes the application of the analytical method to the evaluation of the banking sector’s supply of services, the survey method and the statistical processing of data in the empirical analysis of demand. The results of the research showed that there is a rich offer of electronic banking services in the Republic of Serbia and that it is widely accepted.

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

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.

From Mobile Service Quality Evaluation to E-Word-Of-Mouth: What Makes the Users of Mobile Banking Applications Speak About the Bank?

2018 ◽  
Vol 10 (2) ◽  
pp. 36-57 ◽  
Author(s):  
Amira Trabelsi Zoghlami ◽  
Karim Ben Yahia ◽  
Sarra Berraies
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Word Of Mouth ◽  
Mobile Service ◽  
Mobile Banking ◽  
Banking Services ◽  
Brand Reputation ◽  
Service Quality Evaluation ◽  
Mobile Banking Applications ◽  
Positive Effect

The purpose of the present article is to explore the electronic word-of-mouth (e-WOM) determinants in a mobile banking context such as e-service quality, e-satisfaction, e-trust and e-loyalty. It also examines the moderating role played by brand reputation in the relation between e-loyalty and e-WOM. A survey was conducted with 256 users of mobile bank applications. The findings illustrate the positive effect of e-service quality components such as information quality, security and reliability on e-satisfaction and e-trust as well as the effect on e-loyalty. It was also found that e-loyalty can be a determinant of e-WOM. Brand reputation has a moderating effect on the relation between e-loyalty and e-WOM. This article is interesting for the practitioners by bringing tracks of improvement for banking services proposed to the customer.

scholarly journals Mobile Banking Services with Financial Performance on Commercial Banks in Kenya

2019 ◽  
Vol 3 (VI) ◽  
pp. 176-192
Author(s):  
Maurine Mugane ◽  
Reuben Njuguna
Keyword(s):  
Financial Performance ◽  
Commercial Banks ◽  
Short Message Service ◽  
Target Population ◽  
Short Message ◽  
Strong Positive Correlation ◽  
Mobile Banking ◽  
Banking Services ◽  
Positive Correlation ◽  
Message Service

The competition dimensions have changed following the adopting of various internet banking services that came about as a result of technological innovations such as the introduction of Automated Teller Machines (ATMs), phone banking Personal computer banking which were some of the first innovations of electronic finance. The main objective of this study was to establish the impact of mobile banking services on the financial performance of commercial banks in Kenya. The specific objectives guiding this study included to assess the influence of short message service (SMS) banking on the financial performance of commercial banks in Kenya, to establish the effect of person to person payments on the financial performance of commercial banks in Kenya, to determine the effect of bill payments on the financial performance of commercial banks in Kenya and to find out the effect of airtime top up service on the financial performance of commercial banks in Kenya. The research design that the study adopted was a descriptive research design employing quantitative research strategies. In this study the target population under investigation was all the 40 commercial banks in Kenya. Since in the current study the target population was 80 participants from all the 40 commercial banks in Kenya a census inquiry method was the best method used. Primary data for this study was collected through the use of a questionnaire that was given senior managers from all the departments of these organizations. Both quantitative and qualitative data was generated in this study. Qualitative data was analysed using content analysis whereby content of responses was looked at and responses were grouped together in relation to common patterns or themes for coherent categorization. Descriptive statistics included measures of central tendency and dispersion thus standard deviation and mean and use of absolute and relative percentage frequencies. Presentation of quantitative data was in form of graphs and tables and explanation given in prose. The study findings show that short message service had an above average positive correlation with financial performance of commercial banks and was statistically significant. Person to person had an average correlation with financial performance of commercial banks and was statistically significant. Bill payments had a strong positive correlation with financial performance of commercial banks and was statistically significant. Airtime top up service had an strong positive correlation with financial performance of commercial banks  and was statistically significant. The study concludes that short message service banking has become and important part of banking, more and more people prefer to receive banking alerts through short message service which has not only improved service delivery but has had a positive impact on financial performance. Commercial banks have experiences large revenues from different activities with the banking system core among them the bill payments activities. The study recommends that it is important for commercial banks to focus more on short message service banking to lower operational costs thereby improving financial performance. Commercial banks need to consider using person to person payments to improve on their performance, they need to enhance their bill payments to get more clients paying bills using their systems so as to improve on their financial performance and that it is important for commercial banks to put more effort on airtime top up service so as to improve on their financial performance.

Factors Affecting User Intention Towards Mobile Banking Applications in Henan, China

2022 ◽  
pp. 362-375
Author(s):  
Shi Chao ◽  
Chee Yoong Liew ◽  
Abdul Samad Shibghatullah
Keyword(s):  
Mobile Applications ◽  
Rapid Development ◽  
Pearson Correlation ◽  
Mobile Banking ◽  
User Intention ◽  
Banking Services ◽  
Factors Affecting ◽  
The People ◽  
Mobile Banking Applications

With the rapid development of mobile applications, the people of China have become increasingly dependent on mobile finance applications such as Alipay, WeChat pay, and some other finance applications. These finance applications seriously affect the number of mobile banking users. Hence, it is important to investigate the factors affecting the users' intention of mobile banking users. In this research, quantitative technique via survey research was used. The sample data was collected from Henan, China. The data collected were analysed with Pearson correlation analysis as well as multiple regression analysis. The results of the analyses show that client demand, banking services, and quality of mobile applications possess significant relationships with users' intention. Among these independent variables, the quality of mobile applications possess the strongest positive relationships with user intention followed by banking services and client demand.

scholarly journals Modeling the Success of Application-Based Mobile Banking

Economies ◽  
2019 ◽  
Vol 7 (4) ◽  
pp. 114
Author(s):  
Ghobakhloo ◽  
Fathi
Keyword(s):  
Financial Institutions ◽  
User Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Web Based ◽  
Banking Services ◽  
Data Collection Process ◽  
Repeated Use ◽  
Mobile Banking Applications

The present study addresses the issue of mobile banking customer retention by developing and empirically testing a theoretical model that describes the way mobile banking success is achieved. The data collection process was conducted via a web-based questionnaire survey through which 402 usable responses from users of application-based mobile banking services were collected. The data collected were further analyzed via covariance-based structural equation modeling. Results indicate that application-based mobile banking success can be defined in terms of the favorable attitude toward and repeated use of mobile banking applications. Experienced advantage, user satisfaction, and post-use trust toward mobile banking applications are among the critical enablers of application-based mobile banking success. The findings of this research can enable academicians and practitioners, banks, and financial institutions, in particular, to devise the mechanism through which the success of application-based mobile banking services can be facilitated.

Predicting Mobile Banking Adoption: An Integration of TAM and TPB with Trust and Perceived Risk

2021 ◽  
Vol 17 (3) ◽  
pp. 35-46
Author(s):  
Ziad Aldammagh ◽  
Rabah Abdeljawad ◽  
Tareq Obaid
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Perceived Risk ◽  
Empirical Support ◽  
Mobile Banking ◽  
Banking Services ◽  
Tam Model ◽  
Mobile Banking Applications ◽  
Acceptance Model ◽  
Game Changer

Abstract Mobile banking has been a game changer for financial organizations in terms of remote banking services. However, many customers remain uncertain due to its security. Therefore, improving the comprehension of the customer’s reasons and methods of using bank sites, including their behaviour towards e-banking, is crucial. This article discusses the matter by suggesting a technology acceptance model that integrates the theory of the planned behavior model in the classic TAM model with trust and perceived risk in order to elucidate the aspects that influence users’ acceptance of mobile banking applications in Palestine. This study is designed to give both theoretical and empirical support for e-commerce adoption. We are also capable in providing particular marketing ideas for practitioners in relation to the uptake of mobile banking.

scholarly journals Factors Influencing Customer Trust in Mobile Banking: Case of Latvia

2017 ◽  
Vol 14 (2) ◽  
pp. 69-76 ◽  
Author(s):  
Viktorija Skvarciany ◽  
Daiva Jureviciene
Keyword(s):  
Computer Literacy ◽  
Banking Sector ◽  
Evaluation Method ◽  
Mobile Banking ◽  
Key Factors ◽  
Analytic Hierarchy ◽  
Banking Services ◽  
Building Process ◽  
Expert Evaluation Method ◽  
Customer Trust

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.

scholarly journals Analyzing Usability of Mobile Banking Applications in Pakistan

2021 ◽  
Vol 5 (2) ◽  
pp. 25-35
Author(s):  
Hafiz Abid Mahmood Malik ◽  
Abdulhafeez Muhammad ◽  
Usama Sajid
Keyword(s):  
User Satisfaction ◽  
Evaluation Method ◽  
Mobile App ◽  
Ease Of Use ◽  
Mobile Banking ◽  
Heuristic Evaluation ◽  
User Testing ◽  
Usability Problems ◽  
System Usability Scale ◽  
Mobile Banking Applications

Usability is a key factor in the quality of the product, which includes ease of use, user satisfaction and the ability of the user to quickly understand the product without practice. As smartphone usage increases, most organizations have shifted their services to mobile applications, such as m-banking. Most of the people uses banking services but hesitate to use m-banking due to complex interfaces. Usability researchers concentrate on the value of design simplicity so that users can perform a particular task with satisfaction, efficiency, and effectiveness. If a mobile app lacks one of these usability features, users may get confused while using the app. This research examines the key usability issues in existing m-banking after checking the usability satisfaction level through System Usability Scale. To compare and highlight a number of usability issues, the researcher used two types of usability evaluation method 'User Testing' and 'Heuristic Evaluation'. In heuristic evaluation expert users used two M-banking apps i.e. Bank of Punjab (BOP) and MCB Islamic Bank (MIB) to evaluate them against Neilson 10 heuristics and extract the usability issues in apps. The user testing is then performed by novice users which includes tasks (translated from extracted problems by heuristic evaluation). After completion on whole testing users filled the post-test SUS’s questionnaire. The result shows that the overall success rate of the tasks was 83%, SUS score was 77 and overall relative time-based efficiency very 54.2%. The expert evaluators found 83% minor errors and 17% major errors. The finding of this paper shows  usability problems and recommendations are provided to increase the usability of mobile banking applications at the end of this paper.

TIPOLOGI MINAT ANAK MUDA TERHADAP LEMBAGA KEUANGAN MIKRO SYARIAH BERDASARKAN LAYANAN MOBILE BANKING

2019 ◽  
Vol 1 (2) ◽  
pp. 1-10
Author(s):  
Hasbi Assidiki Mauluddi
Keyword(s):  
High School Students ◽  
Young People ◽  
Rural Areas ◽  
Mobile Banking ◽  
Microfinance Institutions ◽  
School Students ◽  
Banking Services ◽  
Islamic Microfinance ◽  
Mobile Banking Applications ◽  
Cluster 2

This research was conducted to find out typical interest among young people towards Islamic microfinance institutions (LKMS) based on mobile banking services. The research data was taken by purposive sampling method on high school students in Kabupaten Bandung as many as 120 people. The data obtained is then processed using K-means cluster analysis. The results of the study show that the majority of young people in rural areas are interested in becoming customers of Islamic microfinance institutions (LKMS). This is due to the strong attractiveness of LKMS products, satisfaction using LKMS mobile banking applications, knowledge of LKMS institutions, and knowledge of LKMS products. The majority of these youth are members of cluster 2. While cluster members 1 and cluster 3 are minority clusters. In the minority clusters, weak knowledge of LKMS institutions and products causes a weak interest in young people in the use of LKMS mobile banking applications. This is not the case in cluster 2. Thus, the strong interest of young people in the application of Mobile banking LKMS membership is closely related to their knowledge of LKMS institutions and products.

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