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

An increasing number of banks in Kenya are launching newer mobile banking platforms which has led to increase in competition in the banking sector, where each commercial bank is penetrating to ensure that they keep in their competitive perspective and attract more likely customers by bringing the services of mobile banking next to their doorsteps. However, it is not clear how characteristics of a firm and management of risks influence the relationship the services of mobile banking and performance of banks in Kenya. The main objective of this research was to find out the relationships among the services of mobile banking, management of risks, characteristics of firms and performance of banks in Kenya. The specific objectives were: to evaluate the effect of mobile banking services on performance of banks, to institute the effect of risk management on the state between mobile banking services and performance of commercial banks, to investigate the effect of firm characteristics on the relationship between mobile banking services and performance of commercial bank and finally, to determine the combined effect of mobile banking services, risk management and firm characteristics on performance of banks. This study used the CAMELs Model evaluation system that examines capital adequacy, asset quality, management capacity, income, and liquidity of banks and therefore establishes the overall unsoundness of banks to measure operation. The study used a positivism research philosophy and descriptive research design. The study consisted of 43 commercial banks and utilized correlation and regression analysis to institute the relationship among mobile banking services and performance of bank. The Baron and Kenny (1986) formulation was used to test the intervening and moderating effect of management of risks and firm characteristics respectively on the relationship between mobile banking services and banks performance. Finally, the multiple regression analysis was used to test the joint result of mobile banking services, risk management, and firm characteristics on the banks performance H01 results indicate that a significant relationship between account-to-account transfer, mobile money, and the performance, H02 indicate that the relationship between mobile banking services, liquidity risk and bank performance is statistically significant whereas the relationship between mobile banking services, market risk and performance is not statistically significant. H03 indicate that the size of a firm have no significant effect on the relation between mobile banking services and performance of banks and H04 indicate that mobile banking services, risk management and firm characteristics have significant effect on the performance of commercial banks. The study is contributing to the theory of information systems since it has shown how increase in the use of mobile banking services which leads to improved performance of banks. The study recommend to regulators to ensure management of risks is adhered to in mobile banking services by commercial banks in Kenya to better operation.

<p>Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: One of these is Mobile Banking, where customers interact with the bank via mobile phones and banks provide them the services like short message services, fund transfers, account details, issue of cheque book etc. Presently almost all the banks in the world have started providing their customers "Mobile Banking" services. The main issue of this study is to understand the factors which contribute to user's intention to use the mobile banking services. The purpose of this review paper is to explore the factors that influence the adoption behaviour of mobile banking services by Indian consumers. The data was collected from 150 respondents from Delhi city in the month of November and December 2013. Around 61.33% respondents opined that this system is less costly and time saving and 58.67% respondents would like to try this service. In this paper, we will share what is mobile banking (m-banking), RBI guidelines for mobile banking in India, advantages of adopting this new technology both for the banking sector as well as the consumer and issues which needs to be addressed relating to this new form of banking.</p><p>This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database. Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database.</p>

The adoption rate of mobile banking services (m-banking) has not reached the expected level, especially in developing countries and customers are less interested in the service. The purpose of the study was to analyze the influence of confirmation and perception of usability on the satisfaction of using Bank Sinarmas mobile banking, the effect of the perception of usability on the intention to reuse Bank Sinarmas mobile banking, the effect of the perception of usability and convenience on the attitude of Bank Sinarmas mobile banking, and the effect of user satisfaction and attitude on the intention to reuse mobile banking Bank Sinarmas. This quantitative study includes the research population of Bank Sinarmas customers who have used mobile banking services. The analysis method uses Partial Least Squares–Structural Equation Modelling (PLS-SEM). From the results of the research and discussion, the conclusions that can be drawn are that confirmation has a positive effect on the satisfaction of using Bank Sinarmas mobile banking, perception of usability has a positive effect on satisfaction with the use of Bank Sinarmas mobile banking, perception of usability has a positive effect on the intention to reuse Bank Sinarmas mobile banking, perception of usability has a positive effect on attitudes towards Bank Sinarmas mobile banking, perception of ease of use has a positive effect on the attitude of Bank Sinarmas mobile banking, user satisfaction has a positive effect on the intention to reuse Bank Sinarmas mobile banking, and attitude has a positive effect on the intention to reuse Bank Sinarmas mobile banking. Tingkat adopsi layanan mobile banking (m-banking) tidak mencapai tingkat yang diharapkan terutama di negara berkembang dan pelanggan kurang berminat terhadap layanan tersebut. Tujuan penelitian untuk menganalisis pengaruh konfirmasi dan persepsi kegunaan terhadap kepuasan penggunaan mobile banking Bank Sinarmas, pengaruh persepsi kegunaan terhadap intensi penggunaan kembali mobile banking Bank Sinarmas, pengaruh persepsi kegunaan dan kemudahan terhadap sikap pada mobile banking Bank Sinarmas, serta pengaruh kepuasan penggunaan dan sikap terhadap intensi penggunaan kembali mobile banking Bank Sinarmas. Penelitian ini kuantitatif dengan populasi penelitian nasabah Bank Sinarmas yang telah menggunakan layanan mobile banking. Metode analisis menggunakan Partial Least Squares–Structural Equation Modelling (PLS-SEM). Dari hasil penelitian dan pembahasan, maka kesimpulan yang dapat diambil adalah konfirmasi berpengaruh positif terhadap kepuasan penggunaan mobile banking Bank Sinarmas, persepsi kegunaan berpengaruh positif terhadap kepuasan penggunaan mobile banking Bank Sinarmas, persepsi kegunaan berpengaruh positif terhadap intensi penggunaan kembali mobile banking Bank Sinarmas, persepsi kegunaan berpengaruh positif terhadap sikap pada mobile banking Bank Sinarmas, persepsi kemudahan penggunaan berpengaruh positif terhadap sikap pada mobile banking Bank Sinarmas, kepuasan penggunaan berpengaruh positif terhadap intensi penggunaan kembali mobile banking Bank Sinarmas, dan sikap berpengaruh positif terhadap intensi penggunaan kembali mobile banking Bank Sinarmas.

This research aims to analyze the optimization of customer satisfaction through mobile and internet banking services at the Bank Syariah Indonesia (BSI) Jombang branch office. This research is field research using qualitative methods through a case study approach. Data was collected through in-depth interviews with six informants from BSI customers who actively use mobile and internet banking. The data analysis technique used is interactive analysis with several steps: data reduction, data presentation, and conclusions. The research results show that evaluating the user interface of mobile and internet banking services is necessary. Banks must improve the security of mobile and internet banking systems. Preparing for bank credibility and good integration between mobile and internet banking services, the bank needs to improve customer service to be more responsive and informative in mobile banking and internet banking services. This research can be a reference for future research and can be a reference for Islamic banking in optimizing online services, especially for BSI.

Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: One of these is Banking, where customers interact with the bank via mobile phones and banks provide them the services like short message services, fund transfers, account details, issue of cheque book etc. Presently almost all the banks in the world have started providing their customers Mobile Banking services. The main issue of this study is to understand the factors which contribute to user's intention to use the mobile banking services. The purpose of this review paper is to explore the factors that influence the adoption behaviour of mobile banking services by Indian consumers. The data was collected from 150 respondents from Delhi city in the month of November and December 2013. Around 61.33% respondents opined that this system is less costly and time saving and 58.67% respondents would like to try this service. In this paper, we will share what is mobile banking (m-banking), RBI guidelines for mobile banking in India, advantages of adopting this new technology both for the banking sector as well as the consumer and issues which needs to be addressed relating to this new form of banking. This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database. Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database.

The proliferation of mobile devices is a direct sector, which has become the primary means by which individuals complete the vast majority of their daily tasks. Financial institutions are bolstering their expansion plans by emphasizing mobile banking and financial services. However, there are several security issues with mobile banking due to the expanding capabilities of mobile technology. That's why banks need a system to evaluate the safety of their mobile banking services. The cyber-security barriers to mobile banking encountered by SACCOs in Kenya were identified using a survey study methodology, and the strategies used by SACCOs to mitigate the effects of these problems on the supply of mobile banking services were assessed. The research uncovered the risks associated with mobile banking in terms of cyber security. This analysis also assessed the measures taken by SACCOs to guarantee the provision of a safe mobile banking service in the eyes of their customers. The results informed the development of a framework for the provision of mobile banking services that prioritizes customers' sense of safety. After putting the suggested structure through its paces with the help of specialists, it was proven to be quite trustworthy. This paradigm gives SACCOs a way to measure how secure their services are in the eyes of their customers.

Mobile Banking is a mobile-based technology that increases access to financial services hence aiding in the fight against poverty by facilitating productive investment and business expansion. This technology allows customers to communicate with financial institutions via a mobile phone, be it telephone or digital, which then creates information about data communications. The advantages of mobile banking, such as simplicity, accessibility, security, and usability, have led to the development of m-banking and forced commercial banks in Kenya to change their traditional way of doing business to incorporate actual transactions into their business. Using this technology, a consumer can claim a bank balance, obtain a loan, save, pay for goods and services, pay for contributions such as NHIF donations, pay salaries and bills such as electricity and water. In Kenya, there are more than 65,000 mobile money agents such as M-Pesa stores. These mobile money shops, unlike commercial banks, are distributed nationwide in rural and urban areas. Research has shown that businesses that maintain the technology barrier are very high and now accept banking services from Kenyans closed by commercial banks. The study sought to find out the results of mobile banking services and the financial performance of selected new businesses in Nairobi City County. The following objectives guided the study; check mobile banking savings services, mobile banking services, leading banking services and mobile banking transfer services with selected youth finance services for selected youth businesses in Nairobi City, Kenya. The research focused on the Mobile Banking Business Model, Technology Acceptance Model (TAM) and Theory Intermediation Theory. The study used descriptive research formats. Important data was collected through questionnaires, while the collection of secondary data on the financial performance of businesses over the past five years was done using datasheets. The validity of the questionnaires was determined prior to testing, flight studies and expert judgment, while Cronbach's Alpha assessed the reliability of the materials. The survey identified 56 managers of selected Youth businesses in Nairobi City who were managers or business owners. Descriptive statistics: mean, standard percentage deviations and quantities were used in the data analysis. Different details include correction for correction analysis. The research results were presented using tables, graphs, charts, percentages and frequencies to help simplify data comparisons and conclusions. Findings have shown that mobile banking services have a positive and visible impact on the financial performance of selected youth businesses. With the widespread use of mobile services, mobile banking is expected to continue to grow. Mobile banking gives customers an easy opportunity as it allows them to perform their duties on the go. However, there is a need to remove any existing barriers and challenges that could prevent easy access to mobile banking by customers. The study, therefore, concludes that as small businesses expand their mobile banking system, customer sensitization and training on mobile banking applications reduce threats and risks to mobile banks. This enables small businesses to attract more mobile customers to their banks and thus perform better financially.

Safe and reliable money transaction through regular banking system is not available for most people of Bangladesh as only 13 % of the 160 million people have banks accounts. People with no bank account used to send money through the slow and unreliable postal money transfer systems and by middlemen. One dramatic change in the life style of Bangladeshi people in recent time is the use of mobile phone. With the availability of cheap mobile phone sets manufactured locally and low call rates offered by the mobile operators, about 70 % people of the country use mobile phones. With this backdrop the mobile banking started in 2012 by Dutch Bangla Bank, but the full fledge operation took another couple of years. Currently about 18 mobile banks are providing mobile banking services to the people who are mostly out of the traditional banking service. The role of banking service on the economy is well researched. Past research shows that services provided by banks trough mobilizing savings, providing capital for business, and facilitating transactions are essential for economic development of a country. Though past studies shows that the traditional banking has a positive impact on economies apart from few notable exceptions there, is dearth of studies on the effect of mobile banking on the economy of a country. Especially in Bangladesh which started its full fledge mobile banking in 2014, there is few notable study that investigated the effect of mobile banking on economy of the country. Using twenty five months data, from January 2014 to January 2016 this paper investigates the macro-economic antecedents and trends in mobile banking services in Bangladesh. This study finds that the number of clients, number mobile banking agents and amount of transactions are increasing gradually. The result of the study shows that mobile banking cash-in and cash-out transactions are highly cointegrated which indicates a long run equilibrium relationship between cash-in and cash-out transactions in Bangladesh. One of the important finding of the study is that though most mobile banking service is improving gradually, inward foreign remittance are not increasing during the study period and is volatile compared to other mobile banking services. Two factors were identified in the study as the antecedents of the mobile banking service i.e. growing economic need with the growth of the economy of the country and availability of mobile banking facility for mobile banking service. The contribution of the paper lies in the fact most people in Bangladesh is outside the traditional banking service and these people are now using banking service through mobile banking; however this area of research untapped yet. This expected that the finding of the study will bridge the gap in mobile banking literature and will help policy makers in formulating policy related to mobile banking.

Currently, Indonesia is experiencing a national disaster in the form of the Covid-19 which is a virus with a very fast transmission rate.pandemic Covid-19 is allegedly not only attacking health but also affecting the global economy. In the end, many people use digital transactions such as Mobile banking during this pandemic. Mobile Bankingaservice provided by banks to facilitate their customers in transacting anywhere and anytime. Mobile banking useful for customers in carrying out government policies of stay at home and physical distancing to break the chain of virus spread during the covid 19
 This study aims to determine the effect of Stay at home (X1) and Physical distancing (X2) on interest in using Mobile banking (Y) during the Covid-19. The method used in this study is multiple linear regression analysis, this is an analysis that describes the form of influence between one or more variables with other variables. The type of data used in this study is a secondary data source that was processed from 100 respondents from customers of Bank Central Asia Tbk Bogor Main Branch Office.
 Based on the results of data processing, there is a significant positive effect between stay at home on interest in using Mobile banking services at PT Bank Central Asia Tbk Bogor Main Office, there is a significant positive effect between physical distancing on interest in using Mobile banking services at PT Bank Central Asia Tbk Bogor main office. There is a joint influence of stay at home and physical distancing on the Interest in Using Mobile banking Services PT Bank Central Asia Tbk Bogor Main Office.
 Keywords: Stay at home, physical distancing, intention, and Mobile Banking

The primary aim of this study was to examine factors influencing consumers’ adoption of mobile banking services Gambella region, Ethiopia. From the literature, seven determinant factors were identified. Each variable were measured by using yes or no questions. This study combines TAM and IDT along with perceived risk, awareness constructs and perceive trust. The primary data were collected using questionnaires distributed to customers of Commercial bank of Ethiopia for mobile banking users. The Statistical Package for Social Sciences (SPSS) version 20 was used to analyze the data. Descriptive and inferential statistics were used to address the research objectives and binary logistic regression analysis employed. The results revealed that, with exception of perceived risk, perceived usefulness, perceive ease of use; perceive trust, performance expectancy and awareness have positive and statistically significant with the adoption of mobile banking. This study recommended that, banks should encourage and create awareness to the public through emphasizing the benefits or advantages that can be gained from the mobile banking services to increase the adoption level and to provide further directions into mobile banking strategies for mobile network operators, banks and service provider to design and implement mobile banking services to yield higher consumer acceptance.

With the rapid development in digital and mobile technologies, banks or other financial institutions have provided various mobile banking solutions or services to their customers for enabling mobile commerce. However, there is always a trade-off between convenience and security for people to decide whether they adopt mobile banking services or not. In the mobile age, people are concerned for transaction security and information privacy immensely. Accordingly, how to provide the secured financial services to their customers become more important for a bank. Survey research method is imported to understand how the privacy mechanism, including privacy policy and privacy empowerment, influences the adaption of mobile banking. Based on a survey of 425 participants, we used a structural equation modeling approach to investigate the research model. The results indicate that privacy mechanisms are matter for people to concern about the privacy of their personal information and their intention to use mobile banking. In other words, we found that privacy empowerment is significant which in turn led customers to be more likely to adopt mobile banking.

This study examines the factors that influence the attitudes and perceptions of the millennial generation towards the use of mobile banking services and artificial intelligence-based mobile banking services. The research questionnaire is distributed using Google Form to customers using Islamic banking mobile banking services in three cities in Aceh Province, Indonesia, namely; Banda Aceh, Langsa, and Lhokseumawe with a total sample of 204 Muslim millennial generation respondents. Partial least square (PLS) is used to test technology-based differential effects (attitudes towards artificial intelligence, relative advantage, trust and security of mobile banking) and non-technology based (need for service, quality of service) as well as factors of religiosity on the use of mobile banking services and artificial intelligence mobile banking service. This study results in the findings that the construct of trust, attitudes towards artificial intelligence, religiosity, and relative advantage are the main determinants of mobile banking adoption intentions and also show the gap between millennial generation customers in trust levels, attitudes towards artificial intelligence, religiosity and perceived relative advantage between the two dependent variables. Finally, the trust construct has the greatest impact on the use of mobile banking and artificial intelligence services.

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.

Purpose The purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users. Design/methodology/approach The paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses. Findings Results confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption. Research limitations/implications Based on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy. Originality/value This paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.

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.