Mobile Banking Services Research Articles

Do E-Business Services Enhance Bank Efficiency in Taiwan?

This study investigates the impact of e-business services on bank efficiency in Taiwan from 2008 to 2019, using the Data Envelopment Analysis (DEA) technique concerning e-business activities as outputs or do not. Comparing two models, these findings show that efficiency scores with e-business output were significantly better than those without e-business outputs, implying that e-business outputs play a crucial role in evaluating bank efficiency. The findings show that e-payment services have brought positive effects to bank efficiency, and that mobile banking services increase the frequency of banking transactions performed by customers, leading to increased bank efficiency.

Mobile banking adoption and usage among Generation Y Malaysians

Background: By 2018, Malaysian mobile banking services made the third-largest amount of banking transactions, following credit card and Internet banking. In addition, it significantly contributes to the banking industry by providing easier transactions to banking consumers. This study examined factors affecting the intention to use, and the actual use of mobile banking services in Malaysia. Methods: Two main theories of the unified theory of acceptance and use of technology (extended version, UTAUT2), and the model of perceived risk, were used to propose a modified framework. Based on the non-probability sampling method, the data were collected from 504 respondents. The data vas analyzed using SPSS and PLS-SEM to derive the findings. Results: The study's findings revealed that the independent variables could explain 55.3% of the variance in mobile banking use and 60.3% of variance in intention to use variables. Moreover, it demonstrated that common factors that have significantly affected the actual use and intention to use mobile banking were habit, facilitating condition, and interface design quality. In contrast, perceived risk and intention to use were found to only have significant impacts on the use of mobile banking, while effort expectancy was found to only have a significant impact on the intention to use. Conclusions: The findings of this study provide significant new knowledge on mobile banking, from which mobile banking providers and interface designers can develop potential solutions to increase the usage of mobile banking services in Malaysia. However, using a qualitative method, the proposed model could only explain 55% of actual use and 60% of intentional use. Thus, additional variables and qualitative techniques may help increase the understanding on the actual use and intention to use.

Social Media Analysis for Investigating Consumer Sentiment on Mobile Banking

This paper is aimed to give more insight for Indonesian banks to understand consumers’ sentiment in social media towards their mobile banking service, determining area(s) that requires improvement, and giving recommendation where refinement is due. Nine highly mentioned mobile banking features in Indonesian language are determined through manual observation on Twitter, translated as: payment, block, open new bank account, login, transaction report, bank balance, top-up, transaction, and transfer. Twitter entries from January 1 st , 2019 to December 31 st , 2020 which include the words ‘mobile banking’, ‘m-banking’, or ‘ mbanking ’ plus one of the nine features are collected and classified according to their sentiment. In total, 5014 tweet data are collected. Negative tweets have the biggest proportion at 49.8%, followed by neutral tweets with 44.5% and positive tweets with 5.7% only. Proportion of negative tweets are way higher than the positive tweets for all nine features. From highly mentioned words and representative example tweets, some preferred features can be derived, including no extra fee to access any mobile banking feature, providing record that can be recalled after important transactions, keeping mobile banking app updated to customer needs while also maintaining steadiness, speed, and ease-of-use, along with better synchronization with third party entities.

Penerimaan dan Penggunaan Layanan Mobile Banking Perbankan Syariah: Ekstensi Technology Acceptance Model

This study aims to analyze how the Islamic banking customer accepts mobile banking services and their behavior in using them. This study also aims to test the effect of Technology Acceptance Model (TAM) theory with spiritual motivation on customer intentions. This study uses quantitative methods with primary data obtained through the distribution of online questionnaires to Islamic banking customers who use mobile banking services. The data analysis technique used is Structural Equation Modeling – Partial Least Square (SEM-PLS). Islamic bank customers who receive and use mobile banking services are influenced by perceptions of convenience, perceived usefulness, attitudes, and intentions such as the Technology Acceptance Model theory. The level of spiritual motivation in this study can affect the intentions of Islamic bank customers as mobile banking users in Indonesia. This research is expected to be useful as additional information is needed to improve services for customers. This study examines Islamic bank customers who use mobile banking services and becomes the latest research after the merger of Islamic banks in Indonesia.

Customers’ behavioral intention on mobile banking services in Indonesia

This study examines the effects of knowledge, trust, enjoyment, risk, and culture on perceived ease of use, attitudes, perceived usefulness, and behavioral intention for choosing Jambi mobile banking services. Survey and verification methods were used with a sample of 400 units. Furthermore, this study used an accidental sampling method and analyzed data through Path Analysis. The findings of the study demonstrated that knowledge, enjoyment, and risk directly and significantly affect Indonesian customer attitudes, while a trust does not influence perceived ease of use, perceived usefulness, and behavioral intention. Moreover, risk and culture directly and significantly affect perceived ease of use and perceived usefulness.

Parsing religiosity and intention to use Islamic mobile banking in Indonesia

Although mobile banking is one of the online banking services that makes it easy for consumers to conduct financial transactions, research on Islamic mobile banking in developing countries with a Muslim majority is still relatively insignificant. Not all Muslim consumers are interested in or intend to use conventional mobile banking services. Therefore, the aim of this study is to integrate the TAM theory and the construct of religiosity to examine consumer intentions to use Islamic mobile banking services. Data were collected through a survey questionnaire of 482 Muslim consumers in Indonesia using convenience sampling techniques. The collected data were then analyzed using structural equation modeling (SEM-AMOS). The results of this study showed that perceived ease of use cannot influence the perceived usefulness and attitudes of variables towards Islamic mobile banking. While perceived usefulness has been proven to influence attitudes toward Islamic mobile banking and may be the largest contributor to increased intentions to use Islamic mobile banking. On the other hand, this study reveals that the influence of religiosity can positively and significantly foster consumer sensibility and intention to use Islamic mobile banking.

ECONOMIC CONSEQUENCES AND VARIABLES INFLUENCING THE UPTAKE OF MOBILE FINANCIAL SERVICE IN UNBANKING POPULATION LIKE PAKISTAN

The growth of digital mobile devices enables the world to integrate and enables the masses to access and use services with optimism, speed and efficiency. These developments are on the rise in Pakistan. Market opportunities for digital financial services in Pakistan are projected to exceed $ 36 billion by 2025, which will increase GDP by 7%, create four million new jobs and generate $ 263 billion in new deposits. This power can only be achieved through a robust and efficient DFS environment. Although Pakistan has a DFS environment, it is unfortunate that so far no research has been done to determine and analyze the economic impact of mobile banking services as well as factors affecting their use in developing countries like Pakistan, to this end, the methodology part will be divided into two parts: the first part will focus on the secondary data to analyze and determine the impact of mobile banking activity on GDP, employment, government taxes for support to reduce non-banking figures in Pakistan. The second part will focus on the primary data that will be used to investigate the influencing variables on the usage of mobile banking services. A self-administered questionnaire has been developed with 250 respondents, which will be distributed to mobile money users to get their ideas on mobile banking services. Its results will be evaluated using the Pearson correlation and multiple regressions. Affective factors are assessed under five factors: risk, perceived trust, cost-effectiveness, accessibility and reliability using biometric analysis method in mobile banking. The study revealed that mobile financial services had positive impact on the economic indicators whereas factors like perceived trust, convenience and perceived risk had a significant influence on the adoption of mobile banking services but perceived cost and reliability were said to have insignificant influence on its adoption.

Factors Affecting Mobile Banking Adoption in Poland: An Empirical Study

Purpose: The research purpose of this study is to identify and assess the impact of factors in the adoption of mobile banking services (MB) based on the example of data from Poland. Approach/Methodology/Design: The following research methods were used, critical analysis of the source literature, the diagnostic survey method and the Technology Acceptance Model (TAM). The empirical data come from the survey research conducted in 2021 using the CAWI (Computer-Assisted Web Interview) method and covering a representative sample of 1.030 Poles. Findings: The research findings indicate the follows: a/ Self-efficacy shows a significant positive impact on the Perceived risk and Perceived ease of use of mobile banking, b/ Perceived risk presents a significant positive impact on the Perceived ease of use and a significant, however, negative impact on the Actual usage of mobile banking services, c/ Perceived ease of use has a significant positive impact on the Perceived usefulness and Behavioral intention associated with the use of MB, and d/ Perceived usefulness shows a significant positive impact on Behavioral intention, and the latter have a significant and positive impact on the Actual usage of the discussed distribution channel for banking services. Practical Implications: The practical implications of this study suggest that, the managers of Polish banks should design mobile banking services perceived by their users as friendly, timely, uncomplicated, and safe. Originality/Value: The originality and value of the research is based on two pillars: (1) this study fills in the research gap in terms of applying the TAM model to analyze the factors having impact on the adoption of MB services by Poles; (2) in this research we intend to use the factor associated with the consequences of this pandemic, which has not been included in the source literature as yet, and which is one of the elements influencing the Perceived risk variable.

Impact of M-Banking Service Quality on Customer Satisfaction with the Role of Trust and Customer Value Co-Creation Intentions

This paper investigates the impact of various dimensions of mobile banking service quality on customer satisfaction with the mediating role of customer value co-creation intentions in the banking sector of Pakistan. Theoretical foundations of this study lie in the Technology Acceptance Model (TAM) and Service-Dominant (S-D) logic. Data was collected using a questionnaire from a sample of 383 respondents from 25 banks. Mediation and moderation analyses were conducted to explore the role of trust in creating customer satisfaction through the mediating role of customer value co-creation. The findings showed that m-banking service quality dimensions have a significant impact on customer satisfaction. Also, it was found that co-creation has a significant impact on customer satisfaction. Mediation analysis was conducted to see if co-creation mediates the relationship between m-banking service quality and customer satisfaction. There was found to be partial mediation between all dimensions of m-banking service quality and customer satisfaction. Moderation analysis was also conducted to check the role of trust. The findings revealed that trust moderates the relationship for only perceived ease of use of m-banking; however, trust doesn’t moderate the relationship for other dimensions of m-banking. This study will be beneficial for bank managers to adopt the strategies that help in co-creation by customers and hence enhance customer satisfaction in the existing competition for better services. This study will add to the existing literature by its novel findings and knowledge in the extended technology acceptance model.

DETERMINATION OF ENTROPY COMPONENT IN SENSOR INDICATORS FOR GENERATION OF CRYPTOGRAPHIC KEYS OF THE MOBILE APPLICATION OF THE CLIENT-BANK SYSTEM

The rapid penetration of the banking market of mobile banking creates not only new opportunities and conveniences, but also new risks and threats, which leads to increased requirements for information security of mobile services. One of the important components of the security of the mobile banking service of the client-bank system is the protection mechanisms based on the use of cryptographic keys. The stability of cryptographic keys is a guarantee of system reliability and, in turn, is based on the mechanisms of generating pseudo-random numbers using primary sources of entropy, for the effective use of which it is necessary to determine the type and capabilities of the source. The paper presents the results of the study of sensors of mobile communication devices as a source of entropy for generating cryptokeys of a mobile application of the client-bank system. An accelerometer, a temperature sensor, a gyroscope, a light brightness sensor, a magnetic field sensor, an atmospheric pressure sensor, a distance sensor, and a humidity sensor are considered as a source of entropy. The results of the research confirm the presence in the values of the sensors of mobile communication devices of a component suitable for use as a source of primary entropy for generators of pseudo-random numbers by cryptographic algorithms. In turn, pseudo-random number generators built with the use of mobile device sensors can be the basis of high-entropy cryptographic key generators in the client-bank system mobile banking services. The obtained results are focused on the implementation of algorithms and means of generating high-entropy pseudo-random numbers and can be used to reduce the risks of unauthorized access to customer information in the client-bank system by disclosing cryptokeys in mobile banking services.

A Comparative Analysis Study on Mobile Banking and Mobile Wallet Services in India

Banking sectors are fully focused on Mobile Banking and Mobile wallets and engage in electronic device and apps initiatives by reducing physical activities in banking operations. Mobile Banking and Mobile Wallet practices perceived various electronic products and services to measures supporting private companies, public and private banking sector procedures to electronic management systems and reduction of fuel and cost proper utilization. They are the best performance and efficiency of Mobile Banking and Mobile Wallet in the key of elements in the financial system. The most important mobile banking services have been mentioned through Account Access, Balance Enquiry, E-Passbook, Account Statement, Fund Transfer, Bill Payment, Branch Locator, ATM Locator and Requests, etc. Mobile wallet’s procedure is to open a zero account to submit KYC for address proof rather than submit a mobile number—payment using a one-time password, pin code, or bar code. The funds are limited to transactions only. Most private companies, public and private sector banks are; Airtel Money, Axis Bank Lime, Citrus Pay, Freecharge, ICICI Pockets, Itz Cash, Jio Money, Mobikwik, Oxigen, mRuppee, Paytm, SBI Buddy, SpeedPay, Vodafone M-Pesa, etc. The awareness of mobile banking and mobile wallet products and services is ready for all people using modern banking activities. Mobile banking and mobile wallets reduce physical activities and use information technology devices for proper handling of banking websites and private company mobile apps etc. This relative study of Mobile Banking and Mobile Wallet shows that there are significant differences in the transactions of Mobile Banking and Mobile Wallet volume and value. Analysis simple percentages have been used to analyze and interpret the data on Mobile Banking and Mobile Wallet volume and value made in India during the study period of 2012-13 to 2018-19 (7 years).

DETERMINANT FACTORS OF MOBILE BANKING USAGE: CASE STUDY IN KUPANG, EAST NUSA TENGGARA

A review of previous research on m-banking in developing countries reveals that research on the drivers of trust in mobile banking is somewhat limited. Therefore, this study attempts to investigate the factors that influence the user's perception of confidence in mobile banking services. This model was tested empirically using an online survey from a convenience sampling of 95 respondents and analyzed using SEM PLS. This study estimates that six variables (perceived credibility, perceived benefits, security risks, privacy risks, social influence, and perceived behavioral control) directly impact perceived trust in mobile banking. The results, in particular, perceived benefits positively affect perceived trust in mobile banking, followed by social influence, security risk, and privacy risk has power on perceived trust in mobile banking. On the other hand, perceived credibility and PBC show no significant effect on the belief of mobile banking users.

An Islamic Bank's Customers' Approach to Gamify Mobile Banking

Making customers adopt mobile banking is a great challenge for banks, and especially for Islamic banks. This study investigates the factors that could predict the customers' use intention of the mobile banking services of Islamic banks by applying the conceptual model of UTAUT2. The model was further extended with gamification, as a promising tool to ease the adoption, while discussing the moderating effect of age and gender for all variables. The applied questionnaire to collect data has resulted in 205 respondents. The findings implied that facilitating conditions, habit, price value, and performance expectancy are effective variables in Islamic banking customers' behavioral intention to use m-banking. Gamification has a positive effect only when customers are younger than 30. It is further discovered that only the customers 30 and older had performance expectancy. Regarding gender differences, the only finding is the men's greater interest in the price value.

Overall Customer Satisfaction with Banking Services (Mobile, Online, ATM, and Bank Teller): Comparison between the U.S. and China

As banking firms attempt to attract and retain customers, a default is to add technological services (most recent mobile banking), even though previous studies have found that bank tellers are most impactful to overall customer satisfaction. This research studies mobile banking services impact on overall customer satisfaction, and discovers that bank tellers still have a more significant overall impact on customer satisfaction, even for those who say they prefer self-service. However, the impact of independent and interdependent cultural differences altered these findings. Chinese consumers placed greater importance on mobile banking than American consumers.

The Influence of Mobile Banking and Service Quality Toward Customers’ Saving Decision in Bank BRI Branch of Manna

The purpose of this study is to determine the influence of mobile banking and service quality toward customers’ saving decisions in Bank BRI Branch of Manna. The sample in this study was 97 customers of Britama savings in Bank BRI Branch of Manna. The sampling technique is accidental sampling technique. The data collection used a questionnaire and the analytical method used is multiple linear regression, determination test and hypothesis testing. The results of the regression analysis showed that Y = 11.723 +0.320X1 +0.423 X2, this illustrates a positive regression direction, meaning that there is a positive influence between X1 (Mobile Banking) and X2 (service quality) on customers’ saving decisions to (Y). It means that if the variables of Mobile Banking and service quality increase, it will increase the customer's saving decision. The magnitude of the coefficient of determination is 0.417. This means that X1 (Mobile Banking) and X2 (service quality) affect the customer's saving decision to (Y) by 41.7% while the remaining 58.3% is influenced by other variables not examined in this study. at a significance level of 0.05 explains that partially Mobile Banking variable and service quality have a significant influence toward customer's saving decision in Bank BRI Branch of Manna. F test results at a significance level of 0.05 explain that Mobile Banking variable and service quality have a simultaneous influence (together) on the customer's saving decision in Bank BRI Branch of Manna.

Mobile Banking Services Strategy For BRI Syariah Customers (BSI) Bengkulu

There are three issues studied in this final project, namely (1) knowing which services are available through immobile ibanking, (2) customer perceptions of the imobile ibanking application, (3) constraints in operating the immobile ibanking service. The purpose of this research is to build quality services in customer satisfaction. The author uses this type of field research (Field Research) with qualitative descriptive research methods, namely research conducted directly in the field, from the results of this study that customers are satisfied with the mobile banking application, making it easier for customers to make transactions in the mobile banking application, the data is collected in the mobile banking application. This research comes from primary and secondary data sources in the form of interviews and documentation related to mobile banking services. It is hoped that a stable inetwork i will be given to users of the imobile ibanking application so that they are able to enjoy the features of the imobile ibanking application service in any circumstances. which is made easy for iBRI iSyariah customers to share with the imobile banking application, which is in the form of various interesting features that can be utilized by BRI iSyariah customers. This can increase the number of ibank BRI Syariah customers. From the results of this study, it can be concluded that the imobile ibanking service for customers of iBRI isyariah iBengkulu, can download the download ID of the iplay application store isstore so that customers can use the features that are available i service imobile ibanking application Perception or it is very responsive to customer service ibanking, and iyang easy services. By overcoming the less unstable inetwork, the customer has a strong i-network operator, by updating the application on imobile banking.

Mobile Banking Services Strategy For BRI Syariah Customers (BSI) Bengkulu

There are three issues studied in this final project, namely (1) knowing which services are available through immobile ibanking, (2) customer perceptions of the imobile ibanking application, (3) constraints in operating the immobile ibanking service. The purpose of this research is to build quality services in customer satisfaction. The author uses this type of field research (Field Research) with qualitative descriptive research methods, namely research conducted directly in the field, from the results of this study that customers are satisfied with the mobile banking application, making it easier for customers to make transactions in the mobile banking application, the data is collected in the mobile banking application. This research comes from primary and secondary data sources in the form of interviews and documentation related to mobile banking services. It is hoped that a stable inetwork i will be given to users of the imobile ibanking application so that they are able to enjoy the features of the imobile ibanking application service in any circumstances. which is made easy for iBRI iSyariah customers to share with the imobile banking application, which is in the form of various interesting features that can be utilized by BRI iSyariah customers. This can increase the number of ibank BRI Syariah customers. From the results of this study, it can be concluded that the imobile ibanking service for customers of iBRI isyariah iBengkulu, can download the download ID of the iplay application store isstore so that customers can use the features that are available i service imobile ibanking application Perception or it is very responsive to customer service ibanking, and iyang easy services. By overcoming the less unstable inetwork, the customer has a strong i-network operator, by updating the application on imobile banking.

Pengaruh Layanan Mobile Banking Terhadap Kepuasan Nasabah di BRI Syari’ah KCP Malang Pandaan Kabupaten Pasuruan

The purpose of this study was to determine the effect of Mobile Banking services on customer satisfaction at BRI Syari'ah KCP Malang Pandaan Pasuruan. In this study, the authors use quantitative research methods with a descriptive problem formulation approach, because of the variables that will be examined for their relationship and the aim is to present a structured, factual picture of the facts and the relationship between the variables studied. The results of the F test show that the perception of speed (X1), perception of security (X2), perception of data accuracy (X3), perception of trust (X4) together have an effect on customer satisfaction.

ASSESSING THE ADOPTION OF MOBILE BANKING SYSTEMS AMONG CUSTOMERS: A CASE OF TANZANIA FINANCIAL INSTITUTIONS

Banks are seemed to be one of the business that are really interested in a system which provide a better service to its customers effectively and efficiently. Mobile banking through an application is a recent technological innovation with enormous potential to improve the banking experience of retail bank customers and to streamline the banks’ operations. However, the successful implementation of mobile banking application (app) fundamentally depends on how much customers are fully motivated to adopt it. In fact, mobile banking adoption is in development stage of its growth in Tanzania. The study examines how user adoption of mobile banking services in financial institution through practices and challenges. The study is descriptive in nature and the convenience sampling units were used. The total sample size was 200 individuals including staff members of service providers and customers from commercial banks in Tanzania. The findings indicate that transaction costs, online theft, stranded platforms, network bottleneck, user perception and network providers’ security is not guaranteed. The findings contribute to the debate around technological innovation and transforming the banking industry. Also, they have policy implications with regard to the user-need approach to mobile banking services and network providers

Social Influence Effect on Consumers’ Intention to Adopt Mobile Banking Services

ABSTRACT This article analyzes how the perception of risk moderates the relationships between social influence and the characteristics of personal innovativeness (PI), perceived utility (PU) and trust, leading to an increase in the adoption process for mobile banking. A quantitative study was developed, using partial least squares SEM. It was identified that social influence is antecedent of PI, PU and trust in the adoption of mobile banking and perceived risk moderates these relations described.