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

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.

Analyzing Usability of Mobile Banking Applications in Pakistan

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.

Achieving a Balance Between Privacy Protection and Data Collection: A Field Experimental Examination of a Theory-Driven Information Technology Solution

Companies face a trade-off between creating stronger privacy protection policies for consumers and employing more sophisticated data collection methods. Justice-driven privacy protection outlines a method to manage this trade-off. We built on the theoretical lens of justice theory to integrate justice provision with two key privacy protection features, negotiation and active-recommendation, and proposed an information technology (IT) solution to balance the trade-off between privacy protection and consumer data collection. In the context of mobile banking applications, we prototyped a theory-driven IT solution, referred to as negotiation, active-recommendation privacy policy application, which enables customer service agents to interact with and actively recommend personalized privacy policies to consumers. We benchmarked our solution through a field experiment relative to two conventional applications: an online privacy statement and a privacy policy with only a simple negotiation feature. The results showed that the proposed IT solution improved consumers’ perceived procedural justice, interactive justice, and distributive justice and increased their psychological comfort in using our application design and in turn reduced their privacy concerns, enhanced their privacy awareness, and increased their information disclosure intentions and actual disclosure behavior in practice. Our proposed design can provide consumers better privacy protection while ensuring that consumers voluntarily disclose personal information desirable for companies.

ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING

The purpose of this study is to analyze the effect of service quality dimensions on customer satisfaction in the use of e-banking which includes tangibles, reliability, responsibility, assurance, and empathy variables. E-banking products are limited to bank services with internet banking and mobile banking. Data was collected by distributing questionnaires to 132 respondents online to bank customers in Indonesia who have used internet banking or mobile banking. The data that has been collected is processed with the SPSS application and analyzed for validity, reliability, classical assumptions and hypothesis testing with multiple Linear Regression. The results showed that the Reliability variable and the Empathy variable had a significant effect on customer satisfaction, while the Responsiveness, Assurance, and Tangible variables had no significant effect on customer satisfaction using bank e-banking. The implication of this research is that banks need to improve reliability by maintaining the availability of internet banking and mobile banking applications so that they can be accessed by customers properly, and maintaining services that care about the problems and obstacles faced by customers in using e-banking.

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

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.

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

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.

Covid-19’s Impact on Attitude & Intention to Use Mobile Banking Applications

Recent research has investigated the determinant factors of customers’ adoption of digital banking. But, after the spread of Corona 19 virus and world-wide pandemic, the customer behavior, traditional and digital market dynamics have changed. This study focuses on understanding the attitude and intention of customers to use mobile banking applications, digital banking marketing strategies and consumer behavior, especially during Covid-19 lock-down, in a developing country, Turkey. It is argued that service-wise attributes (e.g. usability) of mobile banking applications and personal traits (e.g. innovativeness) of bank customers have a positive impact on attitude towards and intention to use mobile banking applications. Besides, it is claimed that Covid-19 pandemic has accelerated customers’ intention to use mobile technologies including mobile banking apps. The study aims to put forward the generational differences in terms of mobile banking usage, as well. The comprehensive model derived from Technology Acceptance Model (TAM) [18] with some extensions from Unified Theory of Acceptance and Use of Technology model [76], were tested using IBM SPSS and AMOS, through the survey delivered to 702 customers, which were chosen through convenience sampling. An e-mail survey has been shared with Turkish customers, after the first wave of Covid-19 pandemic, in June 2020. The results revealed that, usability, security, enjoyment and performance of mobile banking applications have positive and financial risk has a negative impact on attitude towards mobile banking and attitude has a positive impact on intention to use mobile banking applications (Five of hypothesis of the model are found to be highly significant (0,001). The CFI of the model is 0,898, where R2 is 0.490). Generation Y customers have a more positive attitude and intention to use mobile banking, compared to Generation X, as well as Baby Boomers. Besides, despite the economic recession and shrink in usage of traditional banking channels, Covid-19 pandemic has improved digital customers’ intention to use mobile banking applications. The research contributed to establish an enriched TAM, covering both functional, social and risk aspects of mobile banking. For the practitioners, the research has created value-added findings and recommendations for digital marketing strategies of organizations including investment proposals on functionality and security of their mobile banking services, as well as further penetration in Generation Y customers, during the pandemic.

Attitudes Towards Utilising Mobile Banking Applications Among Generation Z Consumers in South Africa

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.