Mobile Banking Applications Research Articles

Strategy PT. Bank Sumut Syariah Panyabungan Branch Office In Improving The Quality Of Mobile Banking Services

The role of technology in the development and provision of new products is very important in this competition, therefore Bank SUMUT Syariah launched Mobile Banking or SUMUT Mobile service products. In response to this, Bank SUMUT Syariah strives to improve and maintain the quality of services provided to attract customers. The problem in this research is how the strategy of SUMUT Syariah bank in improving the Quality of Mobile Banking Services. The purpose of this study was to determine how the strategy of Bank SUMUT Syariah in improving the quality of mobile banking services. This research is a type of descriptive qualitative research with interview techniques , documentation and literature study, data processing techniques data examination, data reconstruction and data systematization.The results of the research carried out are Strategies in improving the Quality of Mobile Banking Services. The Bank presents various offers such as a gift program to the public who become customers at PT. Bank SUMUT Syariah Panyabungan branch office. The challenge for Bank SUMUT Syariah is the assumptions/thoughts of ordinary people who are afraid of losing their balance when using the Mobile Banking application and the solution provided by the Bank is by providing education to customers who come to Bank SUMUT Syariah.Keywords: Strategy, Service Quality, and Mobile BankingThe role of technology in the development and provision of new products is very important in this competition, therefore Bank SUMUT Syariah launched Mobile Banking or SUMUT Mobile service products. In response to this, Bank SUMUT Syariah strives to improve and maintain the quality of services provided to attract customers. The problem in this research is how the strategy of SUMUT Syariah bank in improving the Quality of Mobile Banking Services. The purpose of this study was to determine how the strategy of Bank SUMUT Syariah in improving the quality of mobile banking services. This research is a type of descriptive qualitative research with interview techniques , documentation and literature study, data processing techniques data examination, data reconstruction and data systematization.The results of the research carried out are Strategies in improving the Quality of Mobile Banking Services. The Bank presents various offers such as a gift program to the public who become customers at PT. Bank SUMUT Syariah Panyabungan branch office. The challenge for Bank SUMUT Syariah is the assumptions/thoughts of ordinary people who are afraid of losing their balance when using the Mobile Banking application and the solution provided by the Bank is by providing education to customers who come to Bank SUMUT Syariah.Keywords: Strategy, Service Quality, and Mobile Banking

Exploring users' adoption intentions in the evolution of artificial intelligence mobile banking applications: the intelligent and anthropomorphic perspectives

PurposeThe development of mobile technology has changed the traditional financial industry and banking sector. While traditional banks have adopted artificial intelligence (AI) techniques to deepen the development of mobile banking applications (apps), the current literature lacks research on the use of AI-based constructs to explore users' mobile banking app adoption intentions. To fill this gap, based on stimulus-organism-response (SOR) theory, two AI feature constructs as stimuli are considered, namely, perceived intelligence and anthropomorphism. This study then develops a research model to investigate how intelligence and anthropomorphism affect task-technology fit (TTF), perceived cost, perceived risk and trust (organism), which in turn influence users' AI mobile banking app adoption (response).Design/methodology/approachThis study used a convenience nonprobability sampling approach; a total of 451 responses were collected to examine the model. The partial least squares technique was utilized for data analysis.FindingsThe results show that intelligence and anthropomorphism increase users' willingness to adopt mobile banking apps through TTF and trust. However, higher levels of anthropomorphism enhance users' perceived cost. In addition, both intelligence and anthropomorphism have insignificant effects on perceived risk. The results provide theoretical contributions for AI-based mobile banking app adoption and offer practical guidance for bank planning to use AI to retain users.Originality/valueBased on SOR theory, this study reveals that as features, AI-enabled intelligence and anthropomorphism help us further understand users' perceptions regarding cost, risk, TTF and trust in the context of AI-enabled app adoption intentions.

SEM/PLS Application for Analysis of Factors Affecting Customer's Decision in Using Mobile Banking at Bank Mandiri Medan Gunung Karakatau Sub-Branch

This study aims to examine the effect of perceived convenience, perceived usefulness, knowledge, risk perception, security and customer trust on the use of mobile banking at Bank Mandiri Medan Gunung Krakatau Sub-Branch. The number of respondents examined in this study were 150 respondents. All respondents are customers of Bank Mandiri Medan Gunung Krakatau Sub-Branch. This research uses a quantitative approach. The data in this study were obtained from the results of distributing questionnaires that had previously been through the trial phase and proved to be valid and reliable in measuring each research variable. The data in this study were analyzed using the Partial Least Square (PLS) analysis technique with the help of the Smartpls program. Based on the results of the analysis in this study, the results show that: (1) Perceptions of convenience, perceived benefits, perceived risk and trust can directly influence a customer's decision to use mobile banking, (2) Knowledge and security cannot directly influence the decision to use mobile banking; (3) knowledge can directly influence the decision to use mobile banking mediated by the perspective of benefits; (4) security may affect indirectly the decision to use mobile banking mediated by customer trust. The analysis also shows that 51.7% of decisions to use mobile banking for customers of Bank Mandiri Medan Gunung Krakatau Sub-Branch are influenced by perceptions of convenience, perceived benefits, knowledge, perceptions of risk, security and customer trust; 49.2% variance of customer perceptions of the benefits of mobile banking is influenced by perceptions of convenience and customer knowledge; 46.9% of customer confidence in mobile banking applications is influenced by customer risk perceptions of the use of mobile banking and where the system is in the mobile banking application. Keywords:perceived ease, perceived benefits, knowledge, perceived risk, security, trust, use of mobile banking, Partial Least Square.

The Impact of Self-Efficacy, Mobility, and Benefits Awareness on adoption of mobile banking applications in Jordan

In addition to the pressure brought on by the rapid development of computer technology, the world faces a pandemic caused by covid-19. Digital applications and technologies, such as mobile banking applications, will help Jordan grow its usage of technology. In Jordan, mobile banking application adoption, digital laws and regulations, and implementations are still in their infancy. The fundamental objective of this study is to build a theoretical framework to analyze in depth the primary factors that may influence the adoption of mobile banking applications in Jordan. Self-Efficacy, Mobility, and Benefits Awareness were extracted from prior literatures that focused on identifying the impact of these variables on boosting perceived usefulness and intention to utilize mobile banking services. At the conclusion of the paper, the suggested research model is illustrated for future testing.

Innovations and liquidity risks: Evidence from commercial banks in Vietnam

Our study examines the relationship between innovations and liquidity risk of 37 commercial banks in Vietnam over 2010 – 2020. We employ the Ordinary Least Squares and dynamic system Generalized Method Moments to analyze a sample of 349 annual observations. Our findings show that innovations help commercial banks to reduce liquidity risk. For instance, commercial banks with mobile banking applications have a 0.24% higher liquidity than those without. Moreover, one percentage increase in training and development expenses generates additional 0.1451% liquidity. The impact of mobile banking applications is robust even if we employ alternative risk proxies such as RROA and Loan Loss Provision. Our study recommends that banks should develop mobile banking applications, and improve workforce and service quality via training and development programs.

Continuous Intention to Use Mobile Banking Apps: Empirical Study in Iraq

Mobile banking on applications is increasingly becoming an effective channel in the development of banking services. The increase in smartphone penetration globally and customers spending more time on business applications raise questions for bank managers on how to entice customers to continue using mobile banking applications. This study examines factors influencing the continuous intention to use mobile banking applications by combining, the technology acceptance model TAM model and trust factor. Research indicates that perceived usefulness and trust directly influence continuous intention to use mobile banking apps, while perceived ease-of-use and perceived risk indirectly influence continuance intention to use mobile banking apps through the trust factor. the moderating effect of demographics factors found that higher age will negatively affect the relationship between trust and continuous intention to use mobile banking apps.

The COVID-19 pandemic and its impact on consumer's interaction on mobile banking application: Evidence from Jordan

Since COVID-19 became a pandemic, the global economy has been dramatically affected. Not just that, the consumer behavior in the retail market has also changed. This paper aims to examine the effect of the coronavirus crisis on consumer behavior in retail services. The paper will focus on retail banking services, especially the Jordanian banking sector. The goal of the study was achieved by conducting a survey among Jordanian consumers in the retail banking sector, which was done using questionnaires, a sample of 240 retail customers from 14 valid participants. The paper brings new insight into how the pandemic affected retail banking services and proves the acceptance of online and banking in the conceptual model. The results show that the variables around attitudes toward the internet and mobile banking were directly and positively affected by the variables related to the perception of the pandemic's impact on the consumer's lifestyle. Other variables such as the safety of using online and mobile banking services and phones also contributed to this rise in a positive attitude. The Trust in Mobile and internet banking has several administrative and social implications, which were also discussed. Because new consumption behavior models are being developed, mobile and internet services could prevail even after the later stages of the epidemic. Initiatives to provide online educational programs, especially financial courses, should be intensified by the banks in Jordan to enable their customers to be familiar with the use of the banks' online banking services. They should enhance their communication with their customers and offer new products and services while also showing flexibility while negotiating to refinance and loaning terms.

An integrated model of mobile banking service quality and customers’ satisfaction: Evidence from Jordanian mobile banking users

The study aimed at developing a new model that integrates mobile banking service quality in its three dimensions: information quality, system quality, and interface design quality, with customers’ satisfaction. The study used a survey method for collecting data and a sample of (439) customers downloading mobile banking applications and practicing banking transactions was selected randomly. The study model was validated using the validity and reliability measures in the SPSS statistical program, and Partial Least Square technique was used for testing the model hypotheses. As a result, it was found that information quality, system quality, and interface design quality significantly affected customer’s satisfaction to use mobile banking service whilst system quality was found the most predictive one for the customer’s satisfaction.

Formalization of Security Requirements-A Case Study on a Web- Based Application

Security of web-based applications is one of the main concerns today. With the expanding cyberspace, utility and threats are increasing simultaneously. Like earlier, even today security is taken as an afterthought. Functional requirements override the security assurance. Therefore, different security issues such as threat, vulnerability, security breaches, etc. may arise after the deployment of web-based applications. The use of formal specifications for the security requirements while developing web-based applications is cost-effective, time-saving, and error-free. Most of the exiting models rarely deal with a formal approach. The objective of this research paper is to provide an idea about the formal specification and formal verification of web-based applications. In this paper, a novel and broad approach are proposed to specify the security requirement. The proposed approach has been verified through a case study of a web-based mobile banking application. This research paper mainly focused on the specification of security properties by considering some security requirements such as authentication, authorization, confidentiality, and integrity. These security properties are formally verified by the existing more formal tools which is an extension of the proposed work.

The Effect of Responsiveness, Reliability, Ease, Security, and Aesthetics on Customers’ Satisfaction Using Mobile Banking

This study aims to examine the effect of security, reliability, convenience, aesthetics, and responsiveness on customer satisfaction using mobile banking. The study was conducted in Indonesia with 582 samples having used mobile-banking banks. The data were collected by distributing questionnaires online to the respondents. Then, they were analyzed using SEM (Structured Equation Model). The result shows that the variables of aesthetics, ease, and security had a significant effect on customer satisfaction using mobile banking. It implies that the banks should strengthen and improve the aesthetic quality of mobile banking applications so that they can make the customers attractive to use it. Besides, they should also always provide convenience for customers to use mobile banking while maintaining the security of customer data.

Determinante i konsekvence poverenja korisnika mobilnog bankarstva

The development of mobile banking applications has enabled banks to serve their customers much faster and more easily. Bearing in mind that financial institutions in developing countries face many problems related to the implementation of mobile banking and that it is not as widespread as expected, it is very important to understand the factors that influence the adoption of mobile banking, as well as the trust of users in these services. Therefore, this paper aims to determine through empirical research the effects of security, perceived usefulness, and perceived ease of use on trust and how the trust of mobile banking users affects their satisfaction, affective attachment, and intention to use. It was found that security and perceived ease of use have statistically significant positive effects on trust, then that trust has a positive effect on satisfaction, and satisfaction on affective commitment and intention to use. Finally, it was shown that affective commitment has a statistically significant positive effect on the intention to use.

User Experience Measurement Ahp Framework of Mobile Banking Applications (Uxmf) in a Chinese Context: Its Development Process and Application

User Experience Measurement Ahp Framework of Mobile Banking Applications (Uxmf) in a Chinese Context: Its Development Process and Application

Examining the antecedents and consequences of perceived value – a case study of mobile banking application usage in the Kingdom of Saudi Arabia

Examining the antecedents and consequences of perceived value – a case study of mobile banking application usage in the Kingdom of Saudi Arabia

A Study on Factors Impacting the Satisfaction of Mobile Banking Applications: Mongolian Users

Purpose - In this study, we tried to find out the determinants of the customer satisfaction in using mobile banking applications. Design/methodology/approach - We conducted an empirical study for hypotheses testing through the analysis using survey data of experienced users in Mongolia. In this study, reliability test, factor analysis, and regression were conducted using SPSS 26.0. Findings - We found that the customer’s perception of information quality and system quality in using the mobile banking application is positively associated with the customer satisfaction. in addition, it was found that the convenience in using banking applications is also positively related with the customer satisfaction. Research implications or Originality - Based on the results of an analysis, it was confirmed that the quality of the banking applications is important in retaining customers. the number of viewers is found in most American films released in Korea.

MANFAAT DAN RISIKO PENGGUNAAN LAYANAN PERBANKAN MELALUI APLIKASI MOBILE BANKING

Mobile Banking or commonly known as m-banking is treated as one of the most important banking information system services capable of producing financial information, which includes balance checks, fund transfers, credit card bill information, bill payments, and so on through a capable tool. Wireless internet. It is important for customers to have facilities in obtaining financial information and making transactions online, without having to visit the bank where they are customers. When customers feel satisfied by two things, namely the speed in obtaining financial information as well as the accuracy and ease in carrying out mobile banking transaction activities, the purpose of m-banking services as a value-added banking information system will be achieved. Conversely, if customers do not feel satisfied in terms of the privacy security of the mobile banking application, it can lead to negative perceptions of customers about the services that are available, so that it can be said to be one of the risks of using mobile banking services. Therefore, it is important to maintain and improve the confidentiality of customers through the privacy of the mobile banking application so that customers can remain calm in using the service.

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.

Using humanness and design aesthetics to choose the “best” type of trust: a study of mobile banking in France

PurposeThe research aims to addresses the limitations of previous literature regarding choosing the appropriate conceptualization of trust (i.e. interpersonal trust or system trust) and the role of design aesthetics in generating system trust and intention to adopt mobile banking.Design/methodology/approachThe research conducts two studies. Study 1 determines the degree of humanness in a mobile banking application. Study 2 tests the research model. A total of 261 respondents participate in Study 1 and 491 in Study 2. Statistical Package for the Social Sciences (SPSS) (study 1) and SmartPLS (PLS software) (study 2) are used to test the hypotheses.FindingsStudy 1 establishes that the mobile banking application is perceived to have low humanness. Thus, it is expected that system trust is more appropriate to use than interpersonal trust. Study 2 demonstrates that (i) system trust is more useful than interpersonal trust in the mobile banking context and (ii) design aesthetics positively influences consumer system trust and intention to adopt.Originality/valueTo the best of the authors' knowledge, the current research is the first to distinguish empirically between system trust and interpersonal trust and identify the best choice of mobile banking trust type. Specifically, the study determined the choice of system trust for mobile banking through a priori humanness measures and validated this choice by measuring both system trust and interpersonal trust, which has not been done before. In addition, retail banking should consider the influence of design aesthetics on consumer trust and incorporate elements that enhance consumers' opinions about the mobile banking application's functionality, reliability and helpfulness.

Quick Response Code Indonesian Standard System on the Mobile Banking Application of Mandiri Sharia Bank

The Quick Response Code Indonesian standard is one part of the digital-based payment instrument issued by Bank Indonesia which was adopted by Bank Syariah Mandiri to facilitate customers in transacting. Currently all applications that have a QR code are required to use QRIS as a national standard. This study raises the issue of concepts, systems and mechanisms as well as the views of Islamic law regarding QRIS. The research method used a field research with qualitative method with observations, interviews and documentation techniques. The results showed that QRIS is a halal product that has gone through the supervision process of the Dewan Pengawas Syari’ah and has a DSN fatwa as the legality law for Bank Syariah Mandiri. QRIS mechanism by scanning the code available in the BSM Mobile Banking application. In addition to having practical and efficient benefits, QRIS is very safe so that customers are protected from criminal practices such as skimming and other types of theft. In addition, by using QRIS, customers can break the chain of the spread of Covid 19 because they do not make physical contact. The results of this study are very important for customers who use Bank Syariah Mandiri products so that they know that QRIS is a halal product, safe from all cyber crimes, flexible and reduces physical interaction in the pandemic era.

The impact of hedonic and utilitarian dimension in mobile service banking quality towards relationship quality

Service quality is vital for retail banking institutions nowadays to have a competitive advantage against their competitors. One of the ways was developing a mobile banking application. By relying on the mobile banking application, the banking institutions would serve their existing customers better and attract new potential customers. The purpose of this research was to investigate the effect of mobile banking service quality empirically in terms of the utilitarian and hedonic dimensions on the relationship quality variables, namely commitment, trust, and satisfaction. The research focused on 220 respondents from university students in Indonesia who are at least 17 years old and using a mobile banking application on their smartphones. The method for collecting data is based on convenience sampling. The Structural Modelling Equation was also used to analyze the data result. The findings show that trust significantly and positively influences commitment/satisfaction. Furthermore, the dimensions of mobile 'banking. Service quality (Security/ Privacy, Practicality, Design/Aesthetics, and Enjoyment) has a low-moderate effect on relationship qualitative variables (Trust, Satisfaction, and Commitment). The dimensions of mobile banking service quality positively influence the relationship quality, except PPracticalitydoes not affect Commitment, Design/Aesthetics does not influence trust, and enjoyment does not influence commitment.

The impact of WOM on the acceptance of mobile banking

Abstract Purpose: This study is focused on researching the impact of WOM on the acceptance of mobile banking. This research offers insights into factors that affect the implementation of mobile banking applications. Methodology: The research’s inclusion was based on relevancy, authenticity, and reliability of information extracted from publication journals, and exclusion was based on non-relevancy and lack of authentic research. For the analyzes, consumer data were collected through a survey, and structural equations modelling, and path analysis were employed to test the research model. Findings: The findings showed that WOM was the critical factor influencing consumer perceptions towards mobile banking. WOM also positively affects other factors impacting mobile banking acceptance, such as Ease of use, Perceived usefulness, Social Norms, Trust, Attitude, and intention. Limitations: The most significant limitation of this study is that it only concentrates on internet users. Non-users are not considered. Value: Many researchers studied the number of effects on mobile banking, but this work’s uniqueness is that this paper focuses on WOM impact on mobile banking adoption. Its impact factor is considered the main contribution of this research.