Murphy, Conor (2008) Internet banking via mobile devices: a study of usability and consumer attitudes in Ireland. Diploma thesis, Dublin, National College of Ireland.
New Mobile Devices are revolutionising the way we browse the Web. Large displays, intuitive interfaces and fast data connections mean that the Mobile Web is finally fulfilling its potential. Meanwhile Internet Banking has established itself as a vital channel for customers to fulfil their financial needs and interact with their banks. As these two trends converge the possibility of consumers accessing Internet Banking services via Mobile Devices seems likely and Mobile Banking is predicted to grow considerably-over the coming years.
This study examines the usability of current Internet Banking services when accessed on Mobile Devices and the attitudes of Irish consumers towards the possibility of Mobile Banking. Surveys were carried out to assess what issues were of most importance to consumers along with whether a demonstration of the service reduced these concerns.
While the sites assessed performed well in the usability study, it was found that the provision of Mobile specific sites would be beneficial. In the attitudinal survey Security was found to be the prime concern across all demographics when considering Mobile Banking followed by Ease of Use, Speed and Cost. Simple education through demonstration of the service was found to alleviate user concerns and increase the likelihood of users adopting the service.
It was found that there is a considerable potential market for Mobile Banking solutions in Ireland and with, the projected growth of the sector it would be important for Irish banks to begin offering mobile specific services.
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