Mobile Banking Services Research Articles

MOBILE BANKING SERVICES AND FINANCIAL INCLUSION IN TAITA TAVETA COUNTY KENYA

Purpose: The study sought to assess the impact of mobile banking services and financial inclusion in Taita Taveta County Kenya. The study's goal was to analyze the impact of account information access, transactional, investment, and support services on financial inclusion in Taita Taveta County.
 Methodology: The study used the Technology Acceptance Model, Diffusion of Innovation, Financial Intermediation, and Silber's Constraint Theory of Innovation. The study used a descriptive research approach. According to the Ministry of Finance and Economic Planning's 2020 report, the target population comprises all 11,386 licensed businesses in Taita Taveta county. The study's sample will be gathered from companies and other stakeholders through a stratified random sampling approach as well as convenience sampling. To collect primary data, semi-structured questionnaires will be employed, which will be presented in person. The data was analyzed using SPSS Version 23.0.
 Findings: According to the study results, the vast majority of respondents were aware of financial inclusion. The study discovered a positive and statistically significant association between access to account information and financial inclusion of registered firms in Taita Taveta County (r = 0.341, p 0.05). This implied that greater access to account information would lead to greater financial inclusion of firms in Taita Taveta County. The study also discovered a favorable and statistically significant association between mobile transactional services and business financial inclusion in Taita Taveta County (r = 0.426, p 0.05). As a result, a rise in mobile transactional services will result in greater financial inclusion of the county's businesses. The data also revealed a favorable and significant link between financial investment mobile services and business financial inclusion in Taita Taveta County (r = 0.512, p 0.05). In Taita Taveta County, there was likewise a positive and significant link between financial assistance mobile services and business financial inclusion (r =.755, p.01). From the study, the researcher concluded that more customers are attracted by the option of getting loans from banks through the phone. Further, more customers were attracted to paperless banking as it eased their record keeping practices on bank transactions.
 Unique contribution to theory, practice and policy: The researcher recommended that banks need to establish proper policies that will help them improve on financial inclusion in the rural places in Kenya.

Analysis User Acceptance of Saudi Banks Applications in Qassim Region Using UTAUT

M-Banking is a mobile technology innovation that is compatible with banking financial services. This study aims to determine the factors that affect the customer’s acceptance of using mobile banking services. The UTAUT model was used in this study. The data collection process was carried out through a hard copy and electronic questionnaire through which 318 usable answers were collected from users of mobile banking services in the Qassim region in the Kingdom of Saudi Arabia. The study results indicate that there is a statistically significant relationship between performance expectancy and behavioral intention to use. The results, statistically speaking, demonstrate the factors that affect the customer’s adoption of mobile banking services. The performance expectancy factor was the most influencing factor on the intention to use mobile banking services in Qassim.

THE RELATIONSHIP OF THE EFFECT OF BRAND TRUST AND SERVICE CONVENIENCE ON CUSTOMER LOYALTY WITH AIBASED MOBILE APPLICATIONS: RESEARCH ON A PRIVATE BANK CUSTOMERS

The banking sector in the world and in Turkey, especially in the last quarter century, is seen as one of the sectors that has achieved the greatest success in keeping up with the pace of development, expansion and innovations within the scope of communication technologies. In the digital transformation sector reports, the banking sector is seen to be ranking the third of the top three sectors with a ratio of 87.5%. The universe of this research consists of 218 customers who use the proactive Artificial Intelligence-based mobile banking application service of a private bank in Istanbul. In the research; the descriptive research method, which is one of the scientific research types, is applied. The demographic data of the research participants were explained by frequency analysis. Using the explanatory factor analysis and reliability analysis, the validity and reliability analysis of the variables were examined. The direction and the effect of the relationships between variables were examined by performing regression and correlation analysis. Finally, the hypotheses of the research were tested with t-tests. In the findings of the research; it has been seen that, on the formation of customer loyalty of customers using mobile banking services of a private bank, compared to other variables brand trust has less effect on the perception of loyalty of customers using mobile banking services. In addition, it has been concluded that all of these factors have a positive effect on customer loyalty and artificial intelligence-based mobile banking application also has a positive effect on customer loyalty.

DARQ technologies in the financial sector: artificial intelligence applications in personalized banking

PurposeThis paper aims to analyze the impact of DARQ technologies (distributed ledger, artificial intelligence, extended reality, quantum computing) in the financial sector, focusing on artificial intelligence (AI) applications in personalized banking, which consists of treating every customer as a segment of one. The research has two main goals. First, providing a complete and organic analysis of the DARQ technologies framework currently missing in the literature. Because this research focuses on the financial sector, more attention is dedicated to DARQ technologies in this industry. Second, studying applications of one of the DARQ technologies, AI, in personalized banking, where it appears to have a great potential impact.Design/methodology/approachThe research analyses both the supply side, collecting secondary data from documentation, reports and research studies to study the major trends and results obtained by leading banks, and on the demand side, collecting primary data through a dedicated survey and elaborating opinions and preferences of potential customers. Using this information, a detailed go-to-market plan based on the framework elaborated by Bain and Co. in 2012 is developed, considering the hypothesis of a well-known universal bank, operating globally, with an established brand and access to modern AI technologies, which decides to invest in this field as a priority.FindingsIn addition to giving a detailed overview of DARQ technologies from a technical and a business perspective, the results related to the hypothetical case of the study help to understand which would be the most suitable target for the launch phase, which value proposition should be offered and how to deliver it, but also how to evolve the project to attract more customers and strengthen the relationship with the existing ones. Nevertheless, this research could be a starting point for future studies and updates, considering related evolutions, investigating more representative demand samples or analyzing how the combination of more DARQ technologies could be applied to the financial sector.Research limitations/implicationsSome limitations affect this work. First, the topics studied are evolving rapidly and partially dependent on other innovations under development; therefore, they may become obsolete and less significant in the next years. As regard the data collection, the supply-side analysis involves strategical information kept private by companies; therefore, the collected data probably miss some useful details. As concerns primary data, the sample could have been larger and more heterogeneous and biases and misinterpretations could have affected the answers. A compromise has been found between the time and resources available and the qualitative and quantitative characteristics of the sample.Practical implicationsThis research could be a tool for financial companies interested in investing in AI for personalized banking, but it also provides useful insights about the whole DARQ framework, which could be interesting for all the financial and nonfinancial firms. Applying AI effectively and efficiently could offer great benefits, both economic and noneconomic, to financial firms but also to their customers, who could benefit from hyper-tailored services at a reasonable and affordable price, whereas in the past, they were reserved only for very important person clients. This win-win situation could lead the way to further investments and consequent innovations in the future.Social implicationsSome issues still exist, mainly about data security and privacy, but also the social risk linked to the labor market due to the AI substitution for some tasks and the related shift in professionals required by employers, which could negatively affect the salary gap among workers with different levels of educations, tightening up existing inequality problems. An effort by public and private subjects will be required to make this transition inside the labor market smoother. Despite this, the research shows that AI applications in personalized m-banking could mutually benefit both the demand and the supply of the market.Originality/valueApart from the organic overview offered on DARQ technologies and their related business applications, currently missing in the literature, which could be useful for a better comprehension of the topic and could also give interesting insights to firms, this research presents an original and concrete roadmap to follow for financial companies interested in delivering a personalized mobile banking service leveraging on AI. Every step presented in the output of this work is based on an in-depth analysis of past, and present actions carried out and result obtained by competitive firms on the market and on needs and preferences observed among potential customers.

IMPACT OF MOBILE BANKING AND INTERNET BANKING DURING COVID-19 PANDEMIC

We contribute to the identification of challenges of using mobile financial services focusing on COVID-19 pandemic by extending Technology acceptance model. The pandemic has caused significant shifts in online transactions that will influence individuals, organizations, communities, and nations. In this paper, we will apply partial least square method to explore challenges of mobile banking adoption in crisis situation which people consider in mobile financial transactions. The challenges include perceive risk, perceive privacy, cost, privacy, and customer satisfaction. Perceived risk and perceived privacy also result in perceived security of customer information but quality of mobile banking services and perceived capability have positive impact on customer satisfaction to mobile banking services. Our results, in line with mobile banking literature, show that users are confronting challenges in using mobile financial services though they want to conduct banking staying at home and ensure health safety. In particular, people want to get a stress free life that is being hit by the pandemic itself. Indeed, these challenges were vulnerable before crisis and still exist. Investment to enhance integrity, transparency, and communication can help to eliminate the challenges of using mobile financial services and enhance the well-being of users. Keywords: mobile banking, challenges, COVID-19 pandemic, financial transactions

Acceptance and Usage Behavior of Bank Syariah Indonesia (BSI) Technology with TAM and Spiritual Motivation during the COVID-19 Pandemic

This research was conducted to determine the acceptance and usage behavior of Bank Syariah Indonesia (BSI) technology with TAM (Technology Acceptance Model) and spiritual motivation during the COVID-19 pandemic. The use of technology in this research is focused on mobile banking services. The method in this study uses quantitative methods. The research data uses primary data in the form of a questionnaire given to customers who use mobile banking services at Bank Syariah Indonesia online. The data analysis technique uses SEM-PLS or often called Structural Equation Modeling - Partial Least Square. The results of the study show that customers of Bank Syariah Indonesia (BSI) who use mobile banking services have high trust, so that customers can receive and use the provided mobile banking services. The research findings support the Technology Acceptance Model (TAM) theory, which states that individuals accepting and using the system are influenced by perceptions of ease of use, perceptions of usefulness, attitudes, and behavioral intentions. In addition, there is a customer's spiritual motivation that the use of mobile banking does not violate sharia rules and can achieve personal welfare in various financial transactions carried out.

A STUDY ON CUSTOMERS ATTITUDE TOWARDS MOTIVATION OF SELECTING THE BANK

The aim of this study is to investigate the factors influencing the consumers attitude towards motivation of selecting bank. The Efficient Services, Reliable services, Bank Offerings and Personalized Service along with demographic profile of selected bank users were examined. 320 respondents from eleven major banking service users of different bank operators participated in the consumer survey. The infrastructural facility of updated user-friendly technology and its availability was found to be the most important factor that motivated consumers' attitudes in selected bank. By addressing the concerns of and benefits sought by the consumers, marketers can create positive attractions and policy makers can set regulations for the expansion of mobile banking services.

The Adoption of Mobile Banking Services in Jordanian Banks and Factors Affecting the Customers

There are several factors that impact a customer's decision to accept a mobile banking (m-banking) service in Jordan. UTAUT was used as a theoretical framework for this study, which was conducted using a quantitative approach. Using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method, a theoretical model was developed and tested. Also, connection and numerous direct relapse investigations were performed to evaluate the attack of yields of this model with the outcomes got from the overview. It was tracked down that a person's expectation to embrace m-banking administrations in Jordan is altogether affected by a few factors whose impacts decline in the request: individual imaginativeness, working with conditions, social impact, exertion hope, and execution anticipation. The consequences of this examination are relied upon to add to an inside and out comprehension of what segment and different variables mean for the reception of m-banking administrations in non-industrial nations and assume a basic part in working fair and square of their reception.

Faktor yang mempengaruhi adopsi dengan mediasi peran intention to use mandiri mobile banking di Surabaya

This study was aimed to determine the effect of the perceived usefulness, perceived ease of use, perceived Trust, Social Influence, perceived risk, and Perceived Security on Adoption, with the Mediation Role of Intention to Use Mobile banking by Bank Mandiri Customers in Surabaya. This is a quantitative research with survey approach with the sample of 180 respondents. They were taken from from Bank Mandiri customers in Surabaya who have used Mobile banking services. The data were analyzed and the hypotheses were tested using the structural equation model method with the Smart-PLS program. The result showed that each of Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Social Influence, Perceived risk, and Perceived Security had a significant effect on Intention to Use. Meanwhile, Intention to Use has a significant effect on Adoption. Each independent variables, namely Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Social Influence, Perceived risk, and Perceived Security toward Adoption is mediated by Intention to Use. It can be implied that the important role of Intention to Use Mobile banking which must be continuously encouraged by Bank Mandiri. Intention to Use can push effect of Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Social Influence, Perceived risk, and Perceived Security on Mobile banking Adoption at Bank Mandiri in Surabaya.

COVID-19 Emergency and Changes in the Usage Intention of Mobile Banking Services in Pakistani Peri-Urban Areas

This study demonstrates the usage intention of mobile banking services by Pakistanis living in peri-urban areas of Punjab in the time of COVID-19 emergency by adapting the technology acceptance model (TAM) and technology model of readiness (TR). Understanding the relationships between the determinants of usage intention helps the management of Pakistani banks to run the gamut in its mobile banking services in Pakistani outskirts even when the COVID-19 pandemic is over. To test this relationship, data was collected (n=392) from the four largest cities of Punjab by using convenience sampling techniques. The data was analyzed by hierarchical regression using SPSS 19. The results indicate that the proposed model verified the effect of Positive TR (Optimism, Innovation) and hostile TR (Insecurity, Discomfort), perceived usefulness and behavioral intention towards the use of mobile banking, especially in the period of COVID-19 pandemic. It appears that the COVID-19 pandemic has changed the psychological processes of people living in peri-urban (Lahore, Faisalabad and Multan) and outskirts to use mobile banking services continuingly. This research examined the perception of people living in the peri-urban areas of Punjab, Pakistan, to use mobile banking services for initially applying the Technology Readiness acceptance model (TRAM) with distinct roles of Technology readiness. Furthermore, mediating effects of perceived usefulness are determined between TR and Behavioral intention regarding the use of mobile banking.

Assessing Financial Performance of Mobile Banking Services Organization in Bangladesh

Mobile banking service organization are operating business activities in Bangladesh for an era. The study aims to evaluate the financial performance of mobile banking services organization in Bangladesh experiencing the bKash limited. Financial ratio analysis and DuPont analysis have used to assess the financial performance of the organization on the basis of secondary data. Financial ratio analysis covers liquidity, solvency, activity and profitability ratio. DuPont analysis comprises of return on equity (ROE) and return on assets (ROA). The study also compares the financial performance of bKash limited between first four years and last four years. F statistics is used to test the hypothesis. The findings in liquidity and solvency ratio reveal that the organization is in decent position to settle the debt. The activity and profitability ratio finds that assets turnover and net profit margin was dissatisfactory. DuPont analysis shows that the organization was inefficient in operating activities and asset utilization. The study finds that there is no significant difference of financial performance between first and last four years. The study concludes that the management of bKash limited should focus on improving the efficiency in operational activities and asset utilization for enhancing the profit and maintaining healthy financial position.

Karakteristik Pengguna Mobile Banking di Kota Bengkulu

The aims of this research is to analyze demographic characteristics, social characteristics, economic characteristics, and cultural characteristics mobile banking users at Bengkulu. This study uses a questionnaire as an instrument to take sample of 100 respondents who use mobile banking services at Bengkulu. The sampling method used is accidental sampling. The analytical method used in this study is qualitative descriptive analysis and crosstab analysis. The results of the study indicate that, respondents were dominated by women who worked as civil servants. Using mobile banking services can help simplify their work in banking transaction. They used the mobile banking service for 3 years, meaning that mobile bankig service users in this study have long interacted with mobile banking service.

Factors involved in adopting mobile banking for Sharia Banking Sector using UTAUT 2

The technology development and covid 19 that hit in 2020 have triggered an increase in digital transactions in Indonesia in recent years. The condition of the Indonesian people, which is dominated by the productive age classified as digital savvy, further strengthens the opportunities and challenges for digital transformation in almost all industrial fields. This study was aimed at determining the important factors for consumers in behavioral intentions to adopt mobile banking. The model examining the factors in this study used constructs in the unified technology acceptance user technology (UTAUT) extension theory, UTAUT 2. The other constructs were perceived value for non-monetary value and perceived credibility, which was an additional construct to predict behavioral intentions. This study used a questionnaire involving 305 respondents randomly as a cross-generational sampling in Indonesia. Structural Equation Method (SEM) and smartPls 3.0 software were used to analyze the data. It was found that perceived value was the strongest predictor of an individual's behavioral intention to adopt mobile banking. Furthermore, performance expectancy, facilitating conditions, habit and perceived credibility (except effort expectancy, social influence and hedonic motivation) were also significant predictors of consumer behavioral intentions. This research is expected to shed insight into the adoption of mobile banking and can help the banking industry, in particular Sharia banking in Indonesia, in launching a strategy to increase market share through digitalization of banking, especially mobile banking services.

The effect of cashless payments on the internet and mobile banking

Some of the problems of cash transactions were the inconvenience of handling cash and the limited availability of banking services to facilitate cash withdrawals. The purpose of this paper is to examine the impact of cashless payments on the usage of the internet and mobile banking services in twofolds. First, the Wald test was applied to determine the short-run causal effect of the diffusion from cash to cashless payment on the internet and mobile banking. Second, the autoregressive distributed lag (ARDL) bounds test was employed to determine the long-run effect of cashless payments on the internet and mobile banking. The novelty of this study is threefold. First, this study employed the total value of cashless payments transacted per month data that were previously unavailable for time series analysis. Second, unlike studies on the intention to adopt cashless payments, internet and mobile banking, this study used data of actual transactions paid by a consumer. Third, this study established that the internet and mobile banking were delivery channels for cashless payments.

Evolution of customer satisfaction in the e-banking service industry

Since several commercial activities such as banking, shopping, transfers, and payments had been conducted online, many banks in Cambodia provided e-banking services to their customers to support these activities. Meanwhile, if the banks could provide such e-banking services to satisfy their customers’ needs, they could maintain their customers and profits. Thus, finding the main factors influencing customer satisfaction in the e-banking service industry is significant. Therefore, the objective of this paper is to investigate how customer satisfaction develops through examining the impacts of perceived risk (financial risk and performance risk) and perceived value on customer satisfaction in the e-banking. This study applied convenience sampling to get data from the respondents at convenient locations (near banks, markets, supermarkets, universities, and workplaces). 700 respondents who were currently using mobile banking or internet banking services at either commercial or retail banks in Cambodia were invited to fill in the questionnaires. In addition, the results of this study were generated through structural equation model (SEM) analysis based on 546 valid responses. The results revealed that perceived value was mainly influenced by performance risk, whereas financial risk did not significantly affect perceived value. Finally, perceived value and performance risk significantly influenced customer satisfaction, except financial risk. In addition, despite both perceived value and performance risk significantly influencing customer satisfaction, promoting customer satisfaction through increasing perceived value was far more effective than minimizing performance risk.

Predicting Customer Loyalty in the Mobile Banking Setting

This study uses a novel theoretical approach that combines two multidimensional service quality models that focus on customer satisfaction, perceived value, and customer loyalty as outcomes of service quality in the context of mobile banking. Additionally, the study assesses the potential moderating effects of switching costs between mobile banking service quality and customer loyalty. The study found a strong direct effect between service quality, perceived value, customer satisfaction, and loyalty. The moderating effect of switching costs was found to be inconsequential to customer loyalty. The study demonstrates that financial institutions should focus on building and maintaining functional, secure mobile banking applications to enhance customer loyalty and retention.

ANALYSIS OF TRUST AND SERVICE QUALITY TOWARDS LOYALTY WITH SATISFACTION AS INTERVENING VARIABLE ON BNI MOBILE BANKING CUSTOMERS AT PT. BNI UNITOMO CASH OFFICE SURABAYA

The purpose of this study was to analyze the effect of trust and quality of mobile banking services on loyalty and to analyze the effect of customer satisfaction on customer loyalty mediated by mobile banking service satisfaction. This research was conducted on consumers of PT. BNI Unitomo Cash Office Surabaya. The population is customers who use mobile banking. While, the sample is 100 people with proportional random sampling. The type of data used is quantitative data. Data collection techniques using questionnaires, observation and literature study. Data were analyzed using path analysis using Smart PLS 3rd version for windows. The conclusion from the research shows that trust has no positive and significant effect on loyalty, while trust through customer satisfaction has a positive and significant effect on loyalty. Furthermore, the quality of mobile banking services has a positive and significant effect on loyalty either through customer satisfaction or directly
 
 Keywords: Trust, Service Quality, Customer Satisfaction, Loyalty

What Drives Mobile Banking Adoption? – An Empirical Investigation Using Transaction Data

Abstract This paper examines drivers of mobile banking adoption by analyzing large-scale transaction data of retail banking clients. We find that the overall demand for financial services is associated with faster mobile banking adoption. Moreover, customers who already use online banking services and show digital skills in their payment behavior, tend to adopt mobile banking faster. Also, adoption rates are higher among the young. Finally, the well-documented gender gap in mobile banking adoption appears to have vanished in recent years: towards the end of our period under review, men and women adopt mobile banking equally. Our results contribute to the literature by addressing novel research questions regarding the fastest growing banking channel. Moreover, our findings carry important managerial implications as they help bank managers in the customer segmentation process and the promotion of mobile banking services.

Deforestation in Peru and strategic plan for its reduce Amazonian forests

The present research aims to evaluate deforestation and strategies to reduce the deterioration of Amazonian forests. Peru has a large area of forest cover, by the year 2020, during the pandemic, the Peruvian Amazon suffered a significant loss of forest cover due to deforestation, which aggravates floods, droughts, and landslides, products of climate change, the expansion of agriculture, and livestock, mining, road construction, and population growth, among others, are activities that promote deforestation. The technique used is the bibliographic review of different documents produced in public and private institutions related to the subject. Also, the Joint Declaration of Intent (DCI) is a scheme of economic incentives to combat deforestation and forest degradation, which has the cooperation of Peru, Norway, and Germany, which was raised in three phases: Phase I: Preparation; Phase II: Transformation and Phase III: Payment for results; in October 2018 the implementation plan of Phase II was completed. The agreement has been extended until 2025.indicate that ease of use, perceived usefulness and trust have predominant influence on consumer usage of e-banking services through mobile phones with perceived usefulness being the most significant of the three. The researcher recommends that banking institutions should be susceptible to requisite steps to extensively impart the consumers regarding mobile banking and other electronic banking services in order to assuage the resistance customers normally have towards services they are not cognizance of.

Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan dan Loyalitas Nasabah Bank BUMN di Makassar

<em>Advances in banking technology provide convenience for customers through operational services in the form of mobile banking that allows customers to perform banking transactions through smartphones. The purpose of this study was to determine the influence of mobile banking service quality on customer satisfaction and loyalty of BUMN Bank (State-Owned Enterprises), namely Bank BRI, Bank BNI, Bank BTN, and Bank Mandiri in Makassar, South Sulawesi. This study uses a quantitative approach. Data was collected by distributing questionnaires to 120 customers using the purposive sampling technique. The data that has been collected were analyzed using SPSS (Statistical Product and Service Solutions) version 23.0. The results of this study indicate that the quality of mobile banking services has a positive and significant effect on customer satisfaction and loyalty, while customer satisfaction has a significant effect on their loyalty. Furthermore, the quality of mobile banking services has a significant effect on loyalty mediated by customer satisfaction.</em>