Home

Internet Banking Via Mobile Devices

1. Central Statistics Office 2007 Central Statistics Office 2007 Information Society and Telecommunications 2007 Chiemeke 2006 Chiemeke S C Evwiekpaefe A E Chete F O 2006 The Adoption of Internet Banking in Nigeria An Empirical Investigation Journal of Internet Banking and Commerce Vol 11 3 48 Chisholm 1999 Chisholm W 1999 Web Content SEN Guidelines l 0 W3C proposed recommendations CNet 2007 C Net News 2007 Internet http news cnet com 8301 13580 3 9795028 39 html Accessed 7th June 2008 Danie 1999 Elizabeth Daniel 1999 Provision of e banking in the UK and the Republic of Ireland International ROUTE of Bank Marketing Vol 17 2 pp 72 82 Downs et al 2006 Downs J Holbrook M and Cranor L 2006 Decision Strategies and Susceptibility to Phishing Proceedings of T he 2006 Symposium on Usable Privacy and SEQUI Informa 2006 Informa Telcoms and Media 2006 Global Mobile Forecasts to 2011 iPhone 2008 iPhone Tester 2008 Internet h ttp iphonetester com Accessed e June 2008 Irish Times 2006 Irish James 2006 Hes Branches Focus on Retailing as Internet Banking Grows http www ireland com newspaper commercialprope Accessed 16th June 2008 2006 0830 1156791259986 html Juniper 2007 Juniper Research Goode A 2007 Mobile Financial Services Banking amp Payment Markets 2007 2011 Kim et al 20
2. Regu Tn op gu EET um nt ae B SE S gt SE ed E Ens A CR ee ES id dq 7 8 7 0 e CES CUNT E R bet 5c Zu dee il iU EI e VOU ay S i bo LA R Age PR were overwhelmingly between 21 and 40 years of age 21 30 years old accounted for 70 4 of respondents and 31 40 years old accounted for 20 9 with an overall total of 91 396 between 21 and 40 years old While security was also the number one concern across age groups there Was a clear trend of it becoming more of a c ncern with age This is perhaps as a result of older generations having less interaction with technology throughout their lives while young people in Ireland utilise it in various aspects of life Those under 30 rated security 4 93 the 31 40 age bracket rated it 4 96 and those over 40 years gave it a full 5 00 rating with 100 of respondents considering it very important There was an inverse of this trend regarding speed with those under 30 years old giving it a 4 67 rating 31 40 a 4 63 rating and over 40 s a 4 56 rating This reflects the increasing demands of younger people for f ster and more efficient devices as standards improve and broadband access becomes the standard across the country 35 Figure 4 Trend of Importance of Security across Age Groups 5 02 4 98 4 96 4 94 ll Security 4 92 4 9 4 88 Under 30 31 40 Over 40 Figure 5 Trend of Importance of Cost across Age Groups 4 68 4 66
3. of respondents would consider using Internet Banking on a Mobile Device in the future Following the demonstration this had increased by 30 1 to 84 6 Of the 15 4 who would not consider using the service in the future there was an evident reluctance to adopt new technology with them not expecting to use Internet Banking or Mobile Internet access Key Activities The final part of the educational survey was to determine following a demonstration of the service what activities respondents would see themselves most likely to carry out The most common activity was checking balances or recent transactions with 100 of respondents This was followed by paying bills with 61 5 topping up mobile phone credit with 46 2 and transferring money with 38 5 Share dealing and applying for loans or mortgages Were not chosen by any respondents as a likely activity to be carried out These findings show that users are most likely to use Mobile Browser Banking for services that are quickly done and may have a level of urgency about them Checking balances topping up credit and paying bills or transferring money could all conceivably be carried out using the bare minimum of browsing and data input This would be especially true if users information about frequently used accounts and personal details such as phone numbers were saved across both Internet Banking and Mobile Banking solutions a ma a n e o cms ee 44 Future Work The usab
4. 4 64 4 62 4 6 4 58 Speed 4 56 4 54 4 52 4 5 Under 30 31 40 Over 40 Income Level There was a fairly even spread of different levels of salary with 20 30k being the most common level with 29 6 of respondents followed by 31 40k Security topped the ratings again across all salary brackets with those on less than 20k the most concerned They rated security at 5 00 with 100 labelling it very important As consumers with a low level of income would not be able to manage unforeseen financial circumstances such as the theft of savings due to fraud security would be of the utmost importance Despite having the lowest rating for security at 4 91 the 21 30k salary bracket place more importance on cost of use than any other age group with a 4 79 rating This is marginally more than that of the under 20k group with their 4 78 rating of cost This shows that those with lower earning place 36 more importance on getting value for money from their services that those with higher earnings This 21 30k bracket was the most likely to have tried using Internet Banking via a Mobile Device 8 8 reflecting a willingness to try out new services Table 3 Salary of Respondents Technological Ownership Ireland s 114 mobile penetration rate Central Statistics Office 2007 was reflected in 10094 of respondents being mobile phone owners Of these mobile phone owners 79 1 owned phones that were capable of Int r
5. earning 31 40k followed by 30 876 on under 20k and 23 1 on 20 30k Technological Ownership and Usage Ownership and usage of Mobile Devices and the Internet was very much in line with previous findings In keeping with CSO statistics Central Statistics Office 2007 100 of respondents owned a mobile phone Of these mobile phones 76 9 were able to access the Internet but 92 3 of respondents either didn t have 3G connectivity or did not know if their device was capable of such comi This 1s greater than the 68 796 1n the previous survey but serves to further highlight the lack of 3G services and promotion of these services in this country Most respondents owned a PC or laptop 84 6 with 76 9 accessing the Internet at least a once daily basis Internet access on Mobile Devices was also common with 69 2 of respondents having tried used such connectivity and 66 7 of them being satisfied with the service They were however less frequent in their use with 55 6 only using the service once a month and 33 375 using it very rarely Of those who had not accessed the Internet via a Mobile device 50 would consider it in the future The respondents were mostly adept at i Internet Banking with 76 9 having used it previously of these users 100 were satisfied with the service This level of satisfaction is reflected in the frequency of use with 80 0 of respondents using Internet Banking at least once a week The level of people that h
6. 4 35 compared to males 3 86 showing a significant difference with women obviously favouring a wide variety of choice Males were nearly twice more likely than females to have tried Mobile Browser Banking before with 7 6 compared to 4 1 and were also more likely to try it in the future with 57 4 compared to 42 6 for females Every person surveyed had attained education to at least Leaving Certificate level 87 8 had attained some sort of post Leaving Cert qualification and 76 5 were university educated For the purposes of this analysis university educated is defined as having attained a Degree Masters or PhD qualification Although it was not the attention of this survey to only gather the attitudes of educated individuals the fact that no respondents were of a low level of education may be construed as a bias in the results Those who were university educated were among the most likely to have attempted Mobile Browser Banking with 8 096 of respondents having tried it before An overall higher acceptance level of technology was evident in those with an education of degree level or more University educated respondents had a better knowledge of the capabilities of their devices with 79 5 knowing their device had Internet capability and 35 2 knowing it had 3G connectivity This dius considerable difference from non university educated with only 18 5 knowing of 3G capability Those with a higher level of education were also more likely to ac
7. due to the absence of 26 the menu They may also not be able to find the ledger when making enquiries about recent transactions as they must scroll first through the length of the menu before the ledger comes into sight Cost The overall amount of data that was required to access the site login successfully and view account balances was 99Kb A further 20Kb of data was required to view the most recent transactions Overall While the process of accessing Internet Banking was simple and successful a major flaw lay in the problem with rendering As there is no simple navigation apart from the menu the fact that it disappears when performing certain functions would be off putting for users Figure 1 Screenshot of AIB Internet Banking on Opera Mini rr m Pop Up AIB Internet Ban e Security Icon Missing Menu D n OK 1 2uc 30 4 oni Sin 6 uno 7 vans gru 9 woz 0 20 Bank of Ireland 365 Online Access Again entering the site and locating the login page for 365 Online was relatively simple with the link standing out from its surroundings Users must specify whether they are Republic of Ireland or Northern Ireland customers BOI employ a similar level of security to AIB with a personal registration number required combined with the users date of birth and 3 digits from a 5 digit security code Upon the correct codes being submitted the site is entered Essential Information As with AIB the initial page shows acc
8. it enables them to be addressed in the planning stages of Mobile Banking solutions and ensures a user focussed service 1s provided that addresses the 15 main concerns As ease of use and trust have been linked to consumer adoption of Internet Banking a user centric design process is essential for success Finally it is also imperative in the introduction of Mobile Banking solutions that potential users are adequately educated in order to get the most out of the service This process of education not only serves to benefit financial institutions by ensuring customers are more likely to use the service and reducing customer service requirements but also benefits mobile operators as it ensures people adopt data transfer and web browsing on Mobile Devices This Is a lucrative revenue stream and would be assisted by applications such as banking coming into more mainstream use Users would also benefit from the convenience offered by Mobile Banking and the reassurance that simple education would provide 16 Proposed Solution Usability Study In order to assess the current state of Internet Banking on Mobile Devices a usability study was undertaken to determine how effective Irish Internet Banking sites are when viewed on Mobile Browsers By doing so it can be established whether the main banks are already able to accommodate users on Mobile Devices or whether these sites need to undergo a redesign in order to meet mobile web
9. it for Check as many as applicable o Checking Balances or Recent Transactions Transferring Money Share dealing Applying for loans mortgages etc Paying Bills Topping Up Mobile D D D D D O None of the above 56
10. of information on the level of security and encryption provided by Mobile Browsers made security drop from 4 85 to a 4 46 rating While ease of use also experienced a drop it was not as pronounced with 1t dropping from 4 85 to a 4 69 rating The level of importance placed on speed and cost both dropped in equal measure of 0 54 with speed moving from 4 69 to 4 15 and cost moving from 4 54 to 4 00 The smallest drop in rating was for range of services which was considered trivial to begin with It dropped by 0 15 from 4 15 to a 4 00 raung The only factor to increase in concern prior to the demonstration was user interface While the attitudinal survey showed that users value ease of use over an attractive user interface this survey showed the detrimental effect that having a user interface not designed for mobile devices has The rating for user interface jumped 0 69 from 3 69 and last place in the rankings to 4 38 and third place in the rankings This can be attributed to the layout of AIB s Internet Banking appearing poorly on Opera Mini as indicated by the usability study If the site was designed to conform to mobile browser standards or a mobile specific site was available such a jump in concern would probably not occur 43 Adoption Rate Despite concerns about the user interface of the site the provision of education had an overall positive effect on respondents attitudes towards the service Prior to the demonstration 54 5
11. of this study were adequately designed and garnered credible results it was important to research survey design methods and techniques for information gathering Oppenheim s Questionnaire Design Interviewing and Attitude Measurement was invaluable in the design process of the survey Further guides by Burgess 2001 and Sudman 1983 further informed the research into survey design t chniques 14 D TE Est A Problem Description With over 1 million subscribers in Ireland alone Internet Banking is now an essential channel for Irish retail banks Early analysts may have expected it to completely replace branch banking Nehmzow 1997 but this has not been the case It has however become an integral part of every banks multi channel delivery strategies and offers an added layer of convenience to customers and a platform on which banks can innovate with new products and methods of customer service As mobile phones begin to offer a new platform for banks to take advantage of it is important that the views of prospective users are gathered and the likely pitfalls that may present themselves are identified In the absence of any Irish banks providing mobile solutions at present it is important to assess this new channel and its potential The problem facing this study is how Ireland s major retail banks are prepared for the impending growth in demand for mobile solutions how Es feel about using such solutions and whether providing p
12. requirements The usability study was carried out on three of Ireland s largest banks and their Internet Banking facilities They were Allied Irish Bank s AIB Internet Banking Bank of Ireland s BOI 365 Online and Ulster Bank s Anytime Internet Banking These financial institutions were chosen as they are the among the largest and most established retail banks in Ireland Firstly the home page of each bank s website was checked using W3C s MobileOR Basic Checker MobileOK 2008 to confirm if they meet the standards set down in the organisation s Mobile Web Best Practices document Rabin and McCathieNevile 2006 As the bank s s homepage may be a starting point for many Internet Banking users it is important that this 15 mobile compliant as well as the Internet Banking site if there is no mobile specific version Should there not be a specific mobile homepage or the homepage not render properly on a mobile device it may put users off before they have even sampled the service The results from the MobileOK Checker will show how prepared the banks current Internet Banking solutions are for mobile users It performs 25 individual tests on the structure and performance of the site and reports back on what tests were failed By analysing these failed tests in conjunction with the W3C s proposed guidelines the key areas requiring attention can be identified Each site was then accessed using one of the most popular Mobile Web Browsers Opera
13. 05 Kim B Widdows R Yilmazer T 2005 The determinants of consumers adoption of Intemet Bass Proceedings of the conference Consumer X Behavior and Payment Choice How and Why Do Consumers MODE T ad Payment Methods Kolodinsky 2001 Kolodinsky J amp Hogarth J M 2001 The adoption of electronic banking technologies by American consumers Consumer Interests Annual Vol 47 Laforet and Li 2005 Laforet S amp Li X 2005 Consumers attitudes towards online and mobile banking in China International Journal of Bank Marketing Vol 23 5 pp 362 380 MobileOK 2008 W3C org 2008 Internet http lato w3 org mobile Accessed e June 2008 Nehmzow 1997 Nehmzow C 1997 The Internet Will Shake Banking s Medieval Foundations Journal of Internet Banking and Commerce Vol 2 2 Netpop 2007 Media Screen 2007 Netpop Pocket Market Research Report Nokia 2004 Nokia EES Internet Usability is a Must in Browser Based Mobile Banking http www forum nokia com main html readers usability is a must in browser based mob ile banking html Accessed 17th June 2008 49 Opera 2008 Opera 2008 Internet State of the Mobile Web First Quarter 2008 http www opera com mobile_report Accessed 16 June 2008 Oppenheim 1992 Oppenheim A N 1992 Questionnaire interviewing and l attitude measurement Printer Publishers Pousttchi and Schurig 2004 Poustichi
14. Chisholm 1999 and other proposed guidelines The Bank of Ireland homepage BOI 2008 fared slightly worse than AIB with 8 failed tests and 117 warnings presented on the page The failed tests on AIB s site for not caching information not defining character encoding and not using valid mark up were repeated here Added to these were failings for image resizing and not specifying image size using pixel je measures or absolute values not having non text elvas exceeding the page size limit and the use of pop ups By defining the size of images in the mark up it enables the browser to determine the size of the images in advance and layout the page appropriately Also resizing of image should be carried out at the server if required This reduces the amount of data that has to be transferred and thus reduces the cost and time taken to display the page By not defining pixel and absolute E itallows the browser to adjust the layout of the page to best suit the display being used The use of images while browsing on mobile devices adds considerable time and cost to the browsing experience Most eee enable users to disable automatic loading of images This enables users to determine the usefulness of a particular image before it is downloaded and saves time and expense By offering a text alternative such as a brief description the page can be easily viewed in text only form and gives the user the option to identify images deemed necessary
15. Diploma Certificate Degree Masters PhD Area of Employment Banking Financial Insurance IT Telecommunications Construction Engineering Media Advertising Entertainment Tourism Hospitality Education Government Health Care Manufacturing Student Unemployed Other Income Level Euros Under 20k 20k 30k 31k 40k 41k 50k 50k D D DU DOC ODD 52 Do you own a Mobile Phone o Yes a No Is your Mobile Phone able to access the Internet a Yes Q No a Don t Know Is your Mobile Phone 3G ena n Yes oO No a Don t Know bled Do you own a PC or Laptop o Yes o No Which of the following best describes how often you access the Internet o Several times a day Once a day A few times a week A few times a month Rarely Never Oovocoeo 53 Have you ever used a Mobile Phone to access the Internet o Yes o No If Yes How often would you use a Mobile Phone to access the Internet o Daily a Once a week o A few times a month o Very Rarely Do you find the service satisfactory 0 Yes o No If No Would you consider using a Mobile Phone to access the Internet in the foreseeable future o Yes o No Do you use Internet Banking o Yes o No If Yes How often do you use Internet Penang o Daily o Once a week o A few times a month a Very Rarely Do you find the service satisfactory o Yes a No If No Would you consider using Internet Banking in the fore
16. K amp Schung M 2004 ger of today s mobile banking applications from the view of customer requirements 37th Hawaii International Conference on System Sciences Rabin and McCathieNevile 2006 J Rabin C McCathieNevile 2006 Mobile Web Best Practices 1 0 Basic Guidelines W3C proposed recommendations B Rotimi et al 2007 E Rotimi O Awodele O Bamidele OA Ilishan Remo 2007 SMS Banking Services A 21 Century Innovation in Banking Technology Information and Beyond Part 1 Roto et al 2006 Roto V Geisler R Kaikkonen A Popescu A Vartiainen E 2006 Data Traffic Costs and Mobile Browsing User Experience Nokia Research Centre Sathye 1999 Sathye M 1999 Adoption of Internet banking by Australian consumers an empirical investigation International Journal of Bank Marketing Vol 17 7 pp 324 34 Scornavacca 2004 Scornavacca E Barnes S J 2004 M banking Services in Japan A Strategic Perspective International Journal of Mobile Communications Vol 2 1 pp 51 66 Senecal 2008 Senecal D 2008 itenei Integrating Mobile Banking into Your Retail Delivery Strategy What do Members Really Want http www creditunions com home articles template aspzarticle 1d 2504 4 Accessed 16 June 2008 Sivanand et al 2004 Sivanad C M Geeta and M Sulep 2004 Barriers to mobile Internet banking services adoption an empirical study in Klang Valley of Malaysia Inter
17. Mini Following a literature review it was found that in order to perform well on Mobile Devices sites should follow certain guidelines These include meeting users needs quickly ease of navigation ease of input important information being readily available mobile friendly layouts and basic browsing controls These factors were combined to create four categories on which the sites were assessed These were availability of essential information ease of navigation nature of data input and layout and rendering Alongside being graded on these factors the amount of data received was also noted In the absence of unlimited data 17 packages from mobile operators it is important to gauge the cost of using Internet Banking on Mobile Browsers as cost can play a large part in users deciding to adopt a service or not Roto et al 2006 Some common tasks were carried out in order to obtain a balanced view of each service These tasks included checking account balances viewing recent transactions on accounts and the process involved in applying fro services such as loans While this usability study used Opera Mini running on a Nokia N95 it would be possible to carry it out on a number of mobile browsers Initially Internet Banking on an iPhone Safari emulator iPhone 2008 was intended for assessment also in order to produce a more rounded usability study However it was found that the Internet Banking sites being assessed block emulators fr
18. ND 4 d PO jm i T bles Altematives 2 aa D KE a de LI he AN Ee Mil CAE EE Qe Xrqy 7 4 q49915 qp Rey A MER gh RR ak oh TEM EE RRS RES ST bl Sys Pt j Wem PAG b KE St es ayout o nes CIENCIA de ADEM x s ge E PE e le M CD e s RS Er EM e e UNOSI AED MEE I UMS I QE win EL ri UIDES meme eu De tf n ELSEN dE doe m TT amp Tables Nested x Pd SC DEE EE mays sem TA H A D D D H D D D 1 S D D D D D D D D D D 4 D D D D D d D e D 25 D D D m D L D D Allied Irish Banks Internet Banking Access The website appeared quickly on the browser with a size of 28Kb and navigation to the login page was simple The user is asked their registration number and then proceeds to a page requiring 3 digits from a 5 digit security code and a piece of personal information such as a phone number or card number Upon the correct codes being submitted the site is entered Essential Information The initial page presents users with the balance of each registered account This is an example of essential information being easily available and checking balances would be one of the most common uses of Mobile Banking There is a drop down menu to select an account and a button to press to view recent transactions The selection of accounts appears in a separate window When checking recent transactions however the ledger does not appear in the centre as it does when viewed
19. The Best Practices have defined specific page size limits as some devices have a maximum size that content can be and the memory on many devices is quite limited The limit for the mark up documentation is 10 Kilobytes Kb and for the entire page including 1 images and external resources is 20Kb The BOI page has a mark up that is 13Kb in size and an entire page size of 38Kb By exceeding the defined limits the page may take too long to load up or may not even load at all on some devices Finally the use of pop ups on the BOI page caused a failed test The reasons for pop ups being discouraged are similar to those for redirection and autosrefr cet They can add undue cost onto the browsing session and are unsupported by many applications While the presence of 117 warning on the page may seem excessive the majority were for default values not being defined and this figure did not represent 117 different types of warning Finally Ulster Bank Ulster Bank 2008 fared the worst of the 3 sites tested with 10 failed tests and 63 warnings They failed tests on specifying character encoding and the use of valid mark up as well as both AIB and BOL They also failed tests on image resizing measures the l use of pop ups and exceeding the page size limit alongside BOI Their mark up exceeded the recommended 10Kb for documentation with 15Kb and their 54Kb Ge for the entire page dwarfed the recommended 20Kb outlined in the guidelines As well as these failures
20. V dE dass MORI MERIT mtis Ed d eMinimizes ses EE PASS PASS Ti p 14 ad eeh E T SECUS ck ER E s s E LP Up VV URS UE UAM RU MP IS RI HE TEE d STT CAP x Eo eS dox TN E act ER ANTA EE No Erane AU SE ue oi hae us j MES EE Ik gue SS EE EE ii ARES Mo MEAE UNE UMEN NON text Mt matives A EE el Non text Alternatives ER E EE 2 edic E URS VES T Ph e DA og ZA E rte eg o g ENEE SE EE Bjectsior Scripts tee wl xe ize tat weier Po A nne E EE EH RATES o PER QUEM ER EE EE Sa TE Yu EZ ES r Ee food bey E a iA ei ie L taire a A E AN A A PRR ig AO rt TES RW D ex r ER mn i tH SR Page Size Limit ay CADAT UAI ID en S E pO ie A rid s nd H dm Unida Cd opas enel Pp DA EE E EE Ee IAN e pae SE PRO Tt pda EEN ez cwm ee mg 11 q ADRES EG AER aki iy E pelho jis al ben SP g T Dee EE e BEE EES SE q SA Dn A MS EM z e hee e ana et A RU EAE CE qu AY IM e pce dh Pop AA A MA 3 Oy gt ain KE D H 3 TES in t oso am fl 2 s H H VU I Eee ert I fetal vr ogame d s Roos e TP T z PETI KS B iM ak eee T ed T9 L ES a E d E Leed i H O wh S E Ce tst Eel ex Y pw 1 TEIDE oo me At Ka i dae D RAI Se e dri A eder A UN MA MIA Aris E PP a inne RAI p Ca bart Eiere i tege Provide Default E SE ege ct pce P DROP UM o nut n M A EE Se TEE E RET erc M UM EE eStyle Sheet Support eere oes OUT AR NEHME UB ee MRE oe E BY Cy Mien RET CS qe aa ao p o in ee Style Sheet Uses i dena uec ior A
21. WW National College of reland Internet Banking via Mobile Devices A Study of Usability and Consumer Attitudes in Ireland Conor Murphy Higher Diploma in Business in eBusiness 2008 Declaration I hereby certify that this assessment is my own work and that the information contained in this submission is information pertaining to research I conducted for this project This work has not been submitted for any other awards All information other than my own contribution has been fully referenced and is listed in the relevant bibliography section at the rear of the project Signed Date Student Number Abstract 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 Es 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 de
22. al that users needs be addressed quickly on mobile websites At present the mobile web is not most users preferred way of browsing the Internet It is something that is used to kill time or with a sense of urgency in order to gather information that cannot wait While new devices are helping to change this attitude and encourage users to browse the web in a more leisurely fashion it is still imperative that essential information is readily to hand The key features of the site can be determined by assessing what mobile users are most likely to want when accessing the site In keeping with meeting users needs only information that is important to the user should be shown Users will not be accessing a mobile website of a bus operator in order to arrange advertising on bus shelters They will more than likely be looking for a timetable or information on a particular bus route Non essential information should not be included or should at least be given less priority than information deemed essential Of course it is important that users be consulted in order to determine what constitutes this essential information by encouraging a user centric design process As display sizes are small and users generally do not want to scroll down through pages of unnecessary options before reaching their desired content navigation should be as easy as possible Most mobile browsers lack the toolbars of their desktop counterparts and it is possible that movi
23. anking has become a staple of banking strategy from established countries such as the United States Kolodinsky 2001 to developing nations such as Nigeria Chiemeke 2006 The increased popularity of and reliance upon broadband services across the nation coupled with the shrivelling spare time of a booming economy s population meant that Internet Banking was not just a novelty but an essential service Banks have utilised the popularity of the service and its unparalleled convenience and speed to reach out to consumers in a new and innovative manner While the growth of Internet Banking over the past 10 years has been successful experiments in Mobile Banking have been popular but not succeeded to the same extent With the massive amount of Mobile Phone users across the globe and its increasing status as an essential item it makes sense that both the banks and their customers should pursue Mobile Banking There are over 3 3 billion mobile phone users worldwide and Ireland is one of 59 countries that can claim over 100 penetration rate Informa 2006 Unfortunately the first forays into mobile banking via WAP suffered from slow and unreliable connections and users disliked the small screen size and awkward nature of data input Further attempts using Short Message Service SMS were Similarly unsuccessful SMS protocol does not guarantee a set timeframe or even delivery of the messages and this adds an air of unreliability to the service Ro
24. ave used Internet Banking via a Mobile Device was15 4 more than double the 6 1 of the attitudinal 42 survey Of these Ely as 100 were satisfied with the service Of the 84 6 of des who had not tried such a service 54 5 said they would SES it in the future Initial Factors The main factor that was of concern for the respondents was again security with 92 3 tagging it as very important Interestingly however its average rating was 4 85 equal to that of ease of use although this was only tagged as very important by 84 6 of respondents In keeping with the findings of the previous survey security and ease of use were followed by speed with a rating of 4 69 and cost with a 4 54 rating The least important factors were range of services on offer and user interface with 4 15 and 3 69 respectively All of these factors follow the trend laid out by the attitudinal survey in the order of priority placed on each Post Demonstration Factors Following the demonstration and provision of basic information to the respondents there was a noticeable shift in participants attitudes towards Internet Banking on Mobile Devices Each factor experienced considerable change in the before and after figures The factors deemed most important security ease of use speed and cost all experienced a drop in their ratings as concerns were addressed Security was overtaken by ease of use as the factor of most importance to respondents The provision
25. ce are those who are already comfortable with online banking An area of future work however may be to carry out a survey either entirely offline or mixing both offline and online in order to get a better view of the population as a whole The survey was also kept relatively brief and simple in order to maximise response rates and ensure easily quantifiable results Answers were definitive and open ended questions were kept to a minimum It may be of interest to carry out interviews on this subject matter in order to gain a more in depth assessment of where potential users concerns lie and what the barriers to them adopting such a service are For example this survey did not account for issues such as users not being able to access mobile sites due to accessibility issues like poor eyesight or disability Using an interview method would allow all aspects to be fully explored While this study refers to Irish retail banks and the demographics of Irish society it may not be reflective of only Insh attitudes As the attitudinal survey was carried out online and could be accessed by anyone from across the globe there is no guarantee that the views reflected are all from Irish consumers By carrying out the survey and asking respondents to give their 45 nationality or blocking non Irish IP addresses it would be possible to get a completely Irish Opinion on the subject A o One factor that was not investigated fully in this study was the po
26. cess the Internet on a daily basis use Internet Banking and mobile browsing These figures show that those with a ve O are more willing to adopt new services and products As with all respondents security was the prime concern with a rating of 4 93 followed by ease of use with a 4 73 rating While cost and speed had the same average rating of 4 65 more respondents cited cost 71 6 than speed 68 2 as very important This may be due to some respondents still being in full time 33 education and not having a significant disposable income Cost would therefore be a major consideration whereas those in full time employment would have more of a discretionary budget to spend on phone bills and credit Financial Services and Insurance 41 776 and Information Technology IT 13 994 were the inost common areas of employment followed by students 7 8 Media Education and Other closely followed these categories with 7 0 each The high volumes of respondents from these areas may be due to Financial Services and IT being the two areas that this particular survey would be considered most closely linked with Respondents from these sectors would be most interested in the topic as it relates their profession and therefore more likely to respond Respondents from these two sectors were generally young males educated to degree level 3355 HEFT Jue A NA ACT 3 E WE EE vi E E EE ipis orina es ats SN EE rede m fu oo RE
27. cessing Internet Banking has potential 50 996 of non users would consider accessing their Internet Banking on a Mobile Device in the future This accounts for 47 8 of all respondents and given AIB s estimated 490 000 Internet Banking users and BOTs 550 000 this represents a potential market of 234 220 and 262 900 Mobile Browser Banking users for each bank respectively if such a service was to be implemented 39 Factors affecting Internet Banking via Mobile Devices The resounding cause of concern that was found across all demographics of respondents was security with an average rating across of 4 94 Those most concerned with security were respondents earning less than 20k and those over 40 years old Every member of these groups chose security as very important leading to a 5 00 rating Those who do not use Internet Banking have the most casual attitude to security with a 4 82 rating While this was the lowest rating for security across all groups there was still major concern for this aspect of the service with 81 8 ranking security as very important and the remaining 18 2 ranking it as important This serves to underline that security is the most significant concern of potential users of this service Following security there is a drop in ratings and then a cluster of three similarly rated concerns ease of use speed and cost Ease of use obtained an average rating of 4 70 and tops this group of secondary concerns It is a significan
28. efore consumers had to make do with small and low resolution displays awkward data entry and slow rates of data transfer they now have devices such as Apple s iPhone Nokia s N95 and various Blackberries and Smart phones These next generation mobile devices offer generous vivid displays intuitive interfaces and lightening quick 3G access While there still are many differences between browsing the net with Internet Explorer on a desktop compared to the iPhone s Safari and Firefox on a laptop compared to Opera Mini on a Smart phone the gap is narrowing and the full web experience is definitely coming to Mobile Devices As this change in the ge we browse the web on the move has been taking place Internet Banking has established itself as an important channel in the financial services industry for both personal and business customers The largest Irish bank Allied Irish Bank AIB has over 490 000 active users and claims 30 million logins to the service in 2006 with growth of 21 per year Its nearest competitor and Ireland s second largest financial institution Bank of Ireland BOI has over 550 000 users registered Irish Times 2006 These figures represent approximately 20 to 30 of the banks customers and illustrate the popularity of Internet Banking Increasingly retail banks are pushing this new channel with online only products such s high interest savings accounts and credit cards that can only be applied for online Worldwide Internet B
29. erience Both browsers allow the user to integrate the bookmarks of their desktop and mobile browsers ensuring a cohesive browsing experience across platforms and further emphasising the reduced gap between the Mobile Web and the full Web Apple s iPhone is proving as much a revolution in the Mobile Phone world as the iPod was in the MP3 world The innovative interface has changed our perception of how we interact with our Mobile Devices and the initial lack of full 3G connectivity did not dwindle consumers appetite to browse the Web on the Safari browser The recent announcement of a 3G version Apple 2008 will only lead to more people discovering the power of the Mobile Web via the onboard Safari browser Apple s Steve Jobs claims to have shipped over 4 million iPhones already each with Safari preinstalled making it is one of the forerunners in the new Mobile Browser market The old mainstays of desktop web browsing Firefox and Microsoft also have their own mobile versions with Firefox Mobile and Internet Explorer Mobile and most Mobile Devices come with some breed of browser preinstalled As voice calls become a commodity data transfer is increasing becoming the solution for mobile operators searching for a new revenue stream The promotion of free access to the social networking site Bebo by O2 and other such initiatives is a conscious effort by companies to encourage the use of mobile sites and thus increase revenue from data tra
30. essfully and view account balances was 77Kb The majority of this was taken up by the Ulster Bank homepage with this accounting for 46Kb The Internet Banking site itself was very low on data required A further 11 Kb of data was required to view the full statement of transactions Overall Despite a data intensive homepage Ulster Bank s Anytime Banking was low on cost and simple and effective to navigate The lack of distinction between the Internet Banking and homepage could cause concern for users along with errors caused by some functions but overall it performed very well Figure 3 Screenshot of Ulster Bank Anytime Banking on Opera Mini Ulster Bank Welcome to Ulst Search Ulster Bani Anytime Internet Banking Log Int a OK 1 2 ABC 3 DEF 40m 5 JKL 6 uno 7 Pons E 9 wxvz 0 3 Attitudes Survey Demographics The respondents of the survey were quite an even balance of male and female with a 57 4 to 42 6 split in favour of males Both genders had quite similar concerns with security the top priority with a rating of 4 91 for males and a slightly higher 4 98 for females This was followed by speed ease of use and cost respectively in males Women also followed with ease of use but placed more importance on cost than speed reflecting the more patient nature of females While user interface and range of services on offer were of least importance to both sexes women rated the range of services as
31. g architecture which is simple and effective to use and meets consumers needs Table 4 Average Ratings of Factors of Importance Ze Im EE CHO ne MELDE V S it x E ie E ic i D seres al 108 7 Ease ofi 72 2 25 2 m d 83 29 Speed al 69 6 261 43 SE 80 30 COst Of cH 71 3 20 0 7 8 AER User zeati 82 23 9 Fae ei 2 e DA e g 43 5 23 5 50 27 40 9 29 6 47 34 4 3 Education Survey Demographics The demographic trends of the educational survey were slightly different to those of the attitudinal survey There was a relatively even split between males and females with the majority 53 8 of respondents female Again the age group from 21 30 was the most dominant with 38 5 but there were more respondents from older groups with those over 40 years old accounting for 30 8 of respondents This may be attributed to this survey being carried out offline and therefore more likely to attract older respondents The educational level of respondents was fairly mixed with 38 5 of respondents having attained Leaving Certificate level followed by 30 8 having attained 3 Level Degrees Financial Services and Hospitality equally dominated area of employment with both claiming 23 1 of the respondents Student IT and Other followed these with 15 4 each There was a fairly even distribution among the income level of respondents also with the majority 38 5
32. gularly access these options and so this is an example of good access to essential information Navigation m Navigation is carried out via the right hand side menu which appears consistently throughout while viewing account details On the left side are details about products on offer On following these links however the user is taken back to the main Ulster Bank site and away from the Anytime Banking site This may cause confusion for users Also adverts for some functions such as the online help service appear but links are not operational which may also lead to confusion Data Input Data input was laborious due to the use of the keypad but certain aspects of the site s security did not help The use of a password that must include capital letters and numbers means that users must switch between character sets when inputting While this c n be acknowledged as important for security reasons the use of numeric security codes by AIB and BOI is simpler to input Layout and Rendering Layout and rendering were well handled with the site using a simple interface The switch between the Internet Banking site and the regular site was confusing as there was no explicit difference between the two One problem occurred when trying to apply for a credit card with this causing a server exception but a mobile user would rarely carry out such a task 30 Cost The overall amount of data that was required to access the site login succ
33. he typical data costs and speeds of the main Insh Mobile operators This information was considered to address issues regarding security ease of use cost and speed 20 respectively Where possible any questions that the respondents had regarding the service were also addressed as they arose Following the demonstration a follow up survey was carried out to assess whether the respondents attitude towards security ease of use speed user interface cost and range of services had changed They were also asked for any other concerns they may have whether they would consider using the service and the activities they thought they would most commonly use on the service This final question of what services would be most used could b useful if the service was introduced in order to determine what services should be given priority and made most user friendly 21 Results and Analysis Usability Testing Mobile Usability of Banks Homepages The W3C Mobile Web Initiative W3C 2008 has a free online tool to check the Prince of web pages with their Mobile Best Practices 1 0 Guidelines Rabin and McCathieNevile 2006 By entering the addresses of AIB BOI and Ulster Bank s homepages and checking the results it can be determined how prepared for embracing the Mobile Web these Irish banks are at present Allied Irish Bank s homepage AIB 2008 failed 5 of the 25 tests and presented 2 warnings The failed tests were for the use of auto
34. ifically to the mobile site or the browser that is being used is detected upon the user first entering the site and they are redirected to the mobile site if a Mobile Web browser is detected This ensures that the site the user is viewing is optimised to work best on mobile devices and offer the services that are deemed most important for mobile users None of the Irish retail banks have mobile specific websites in operation at the time of this study but the mobi domain is becoming more popular with Deutsche Bank of Germany Standard Bank of South Africa and UniCredit Group of Italy all joining Barclays in registering such domains The interest in such sites is also not limited to financial institutions with international giants such as BMW Hilton Hotels and Time Magazine also registering Mobile domains This predicted growth in mobile services is in part down to the new generation of Mobile Browsers that have become commonplace on most new Mobile Phones Opera offers two versions of its Mobile Browser Opera Mini is a lightweight browser that is claimed to be able to run on any handset While Opera has not released any fi gures on the amount of downloads Opera Mini does claim to have over 44 million cumulative users Opera 2008 There is also the more heavyweight Opera Mobile which takes up more space and memory on the device but which has a greater range of functions such as downloads and Flash Lite support offering a fuller browsing exp
35. ility study could be carried out more extensively as part of future work The study has some limitations as it only uses the Opera and Safari mobile browsers While these are two of the most popular browsers available at the moment carrying out the study on a wider range of browsers would give a broader view of the usability of the sites The study was also only carried out on three Irish banks There are many other retail banks present in Ireland with institutions such as Halifax and Royal Bank of Scotland increasing their market share rapidly These banks also offer Internet Banking solutions and for a complete view of the service in Ireland their solutions should also be examined Also the usability study is comprised from only one opinion of the sites By having several different people assess the services and compiling the results a more informed opinion may be gathered Finally the stud was gathered from only short term use of these sites on a Mobile Device A study could be carried out assessing the long term use of these sites and whether small screen size or poor input capability can lead to frustration with the service over the course of regular use While the survey method used provides reliable results there are some flaws and biases present It was consider adequate that the attitudinal survey was wholly conducted online as the market most likely to use Internet Banking on Mobile Devices and to be targeted by banks for such a servi
36. ivo berti rei poena Un dero 2 BE K ZE E AE e KZ SGT SC E d UNIT M E 3 0c S eS VAS i p A dE uie zt mote Ves Ge SEE K Tae ee AM Ramee e Senn SR e ee E I CH Kee Rte W SEET ES E cers pe a S Over 0 E feas REI 75 n E sk m Ei D Ce RI DET a A DAR ey Bi eer Dor 91 y LAAR uA Ge E SE SE Kee Tie Me b Te EEN E te EE Certificate Ea ee EEE Siu Ze EE t 7 CC key re Spe Lon Ux eve ace i iden Mee CE ui E a gp pes DEEP EE E Dl EE TERCIUM iM e RU SE ploy ment esr aub eet GEES E SE DOR Eegen anking Fii Financial E nsuran COE UR SEE Ee STET y STR DES vite Ge G IE RE a ARES S SE SC SE ngiheering re I ADU 2 Don PERG TRE too ie de rice UE Se Ute tet ee m SC KS E EE EI A feri Et TUE EE EE Sa cH E CS LT SE Media Advertisin Bx mter Se re reg d eee EE tait fat bei ss EK E BOCH Sat D HM EE S BEE t KS EE DEE SE ICE E SC Em E AS Lo P peel ETIN CLE NEC iGovernm ce As ON J 4 BEER Ee Acti Gasen TET 4 TET Msn Wer DUM Se RS D E Stm Unem DIA 316 EI xn
37. l Vol 4 Apple 2008 Apple Inc 2008 Internet Apple Introduces the New iPhone 3G http www apple com pr library 2008 06 09iphone html Accessed 17 June es Bank of America 2008 Bank of America 2008 First Quarter Results 2008 Barclays 2007 Barclays Bank PLC 2007 Internet Barclays mobi is Beer to Provide Mobile Banking to Personal Customers http www newsroom barclays com Content Detail asp ReleaseID 1068 amp NewsArealD 2 Accessed 15 June 2008 seran 2008 Barclays Bank PLC 2008 Internet Barclays Mobile Banking http www barclavs mobi Accessed I6 June 2008 BOI 2008 Bank of Ireland 2008 nemen ttp IW WW bankofireland ie Accessed 17 June 2008 Boyer 2008 Meghan Boyer 2008 Fraudsters Hoping To Cash Ih On Mobile Banking Text Message Based Mobile Banking Attracts Smishing ATM amp Debit News Vol 8 14 Bradley and Stewart 1999 Bradley L and Stewart K 2003 A Delphi study of the drivers and inhibitors of Internet banking The International Journal of Bank Marketing Vol 20 6 pp 50 60 Buchanan 2001 Buchanan G 2001 Improving Mobile Internet Usability Proceedings of the Tenth International World Wide Web Conference ACM Burgess 2001 Burgess T 2001 Internet A General Introduction to the Design of Questionnaires for Survey Research http www leeds ac uk iss documentation top top2 pdf Accessed 17th June 3008
38. le users apart from usability include security speed and cost While Opera and Safari offer robust security measures such as 128Kb encryption and Secure Socket Layer SSL support it is still important to build users trust in the applications MORE Cost is considerably important to potential users and up until recently prohibitive charges for mobile browsing have put many users off A report from market research group 12 Media Screen found that while 60 percent of broadband users own Internet enabled devices only 5 percent regularly use them for web access Netpop 2007 Roto et al 2007 also found that consumers are wary of the cost incurred while browsing on mobiles due to three factors hard to know how costs cumulate hard to follow cost accumulation and hard to control costs They proposed better transparency of data costs from mobile operators and acknowledge the future impact of Wi Fi connectivity being added to mobile devices The Mobile Web The various solutions for browsing the Mobile Web were also examined as part of the literature review As the demonstrations were cairied out on Opera Mini this was looked at in depth The Opera browser has been in existence since the early days of the Web in 1995 and a mobile version has been around since 1998 it is claimed that Opera has more than 44 million cumulative Opera Mini users worldwide Opera 2008 and this would make it one of the most used Mobile browsers on the ma
39. ll level of satisfaction with 98 1 happy with the service currently on offer A high proportion of Internet Banking users have accessed the Internet via a Mobile Device 60 6 This shows that users of Internet Banking are adept at using the Mobile Web also and so would be expected to find the prospect of using Mobile Browser Banking relatively unchallenging This likelihood to adopt Mobile Banking is also shown with an above average 54 6 saying they would consider the service in the future Usage of Internet Banking via Mobile Devices The fact that Mobile Browser Banking is in its infancy is emphasised by the lack of people who have tried it Only 6 1 of respondents have tried accessing Internet Banking via their Mobile Device Of the few who have tried it 75 found the experience satisfactory with speed bene the main factor of dissatisfaction followed by poor layout and a lack of ease of use The reason for speed being a cause of dissatisfaction may be attributed to 57 1 not having 3G enabled devices With a faster Internet connection speed may not be a concern and the experience may be mor satisfying Th majority of these early adopters are between the ages of 21 and 30 and University educated with either a Degree or Masters qualification They all access the Internet daily and access Internet Banking at least once a week Despite a low number of respondents having tried Mobile Browser Banking there are signs that this channel of ac
40. ly and view account balances was 107Kb A further 24Kb of data was required to view the most recent transactions This was the largest amount of data that was required out of the three sites assessed in this study 28 Overall The site performs consistently and is easy to navigate and use However it does fall down in having unnecessary data entry requirements and carries a larger cost than its competitors Figure 2 Screenshot of BOI 365 Online on Opera Mini Bank of treland e d wv ees Sege E Sa Ee 25 OM De TENE You are here Home 365 online WINNER Best Online Banking 2007 20 Ulster Bank Anytim Banking Access i Upon entering the Ulster Bank website it is difficult to locate the Anytime Banking login link as it does not stand out from the other links alongside it Once click on the login screen 1s presented and a 10 digit customer code is requested Once this is provided 3 digits from a 4 digit PIN code are required along with 3 digits from an 8 digit password Successful completion of these security measures produces a screen giving details of the last login to the site and a request to confirm this This ensures that the user is aware of any unauthorised access Essential Information The balances of all accounts are shown on the first page encountered as with competitor services Below the account details are links for account details and to view full statement of transactions Mobile users would re
41. monstration 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 Woud 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 Table of Declaration Abstract Table TEEN T RERO i UR EE 4 List of Tables eeseseseeeree efe Introduction eiii lis META CUTE REVIEW isa a Internet Eet o SE Mobile Banker ida Mobile Usability deeg Vie A The Mobile WeD croise ttti stereo bae etu nto su sedata sidus e cse ame m SUL Sy DSS ON ann oea oka Proposed Solution m MENORES ET BECHET EE bd EENEG adas EE te ee E Resulis and E EE Ee e KT EE GE Mobile Usability of Banks Homepapes 5p eto IeE Anonim ete idea ai Allied Irish Banks Internet EES EE Ser Bank of Ireland 30 ONC nadia n Ulster Bank Anytime Bas CHILE tia A deiude GE Reegel te Sal
42. net a DISHES Review Vol 1 Sudman 1983 Sudman S Bradburn NM 1983 Asking Questions A Practical Guide to Questionnaire Design Jossey Bass Publishers Suoranta 2003 Suoranta M 2003 Adoption of mobile banking in Finland Jyv skyl Studies in Business and Economics Vol 28 Survey Monkey 2008 Survey Monkey 2008 Internet http WWW ME COD Accessed 16 June 2008 Ulster Bank 2008 Ulster Bank 2008 Internet http www ulsterbank ie Accessed 17 June 2008 W3C 2008 W3C Mobile Web Initiative 2008 Internet http www w3 org Mobile Accessed 16 June 2008 50 Wang 2003 Wang Y S Wang Y M Lin H H and T I Tang 2003 Determinants of user acceptance of Internet banking an empirical study EE Journal of Service Manso Management Vol 14 5 pp 501 519 Webcredible 2007 Webcredible 2007 7 Usability Guidelines for Websites on Mobile Devices Internet http www webcredible co uk user friendly resources web usability mobile guidelines shtml Accessed 16th June 2008 Zhang and Adipat 2005 Zhang D amp Adipat B 2005 Challenges methodologies and issues in the usability testing of mobile applications International Journal of Human Computer Interaction V ol 18 3 pp 293 308 51 Appendix A Attitudinal Survey Sex o Male a Female Age Less than 20 21 30 31 40 41 50 a 50 Education Level a Junior Cert Leaving Cert
43. net access with 13 9 not having such access and 7 not knowing if their device was capable Furthermore only 31 396 of these devices were 3G enabled with the majority either not able to 48 796 or the owners not sure 2096 With Irish 3G licenses costing in the region of 44 5 million it is surprising that less than a third of respondents have 3G devices Those who have 3G enabled devices were among the most likely to have already tried Internet Banking via a Mobile Device 8 396 and also to think that they may try such a service in the future 60 6 These figures are significantly higher than those without or unsure of 3G functionality on their device Only 46 7 thought they would be likely to use such a service in the foreseeable future Personal computer PC and Laptop ownership was slightly higher than national statistics from the CSO suggests 87 8 of respondents owned a PC or Lario slightly higher than the 6594 of households surveyed by the CSO This higher figure may be due to the fact that this survey was only sent out to those with an online presence who would be more likely to own a computer 37 Usage of Internet and Mobile Web The majority of respondents accessed the Internet on a daily basis with 74 8 going online several times a day and 4 876 once a day The remaining respondents accessed the Internet either a few times a week 8 7 or a few times a month 1 7 No respondents described their frequency of acces
44. ng back and forth through the website may be difficult Basic browsing controls should be on each page so as to ensure smooth navigation throughout the site These controls should not however distract attention away from the essential information being displayed In order to minimise user frustration and errors users should be allowed to choose from possible options instead of laboriously typing in their selections on a mobile keypad Typing can be cumbersome on mobile devices and errors are more likely to occur It is often difficult to correct mistakes on some devices leading to users having to start all over again Of course some search option may be available for more advanced users The layout of a mobile website may be dramatically different from that of a full desktop site as screen sizes are smaller and the type of browser may not be as powerful Many mobile browsers also realign layouts to display the content in a more efficient manner There are countless different types of Mobile browsing applications used across many different types of phones with varying specifications With this in mind the site should be designed for the lowest common denominator device and should attempt to render on all platforms By ensuring that these standards are met across the major Mobile browsing platforms such as Safari Opera Internet Explorer Pocket and Openwave a user friendly and effective site can be designed Other considerations for mobi
45. nsmissions Internet Banking could conceivably become such an essential site for mobile access with the correct promotion In response to growing consumer demand and to promote usage more operators are offering bundles of data and unlimited data packages These are becoming commonplace in America with the main mobile operators Verizon AT amp T and Sprint offering such plans This is driving down the cost of Mobile Web access and making it a more attractive proposition to consumers Meanwhile there is a continuous stream of powerful new devices coming to the market with large user friendly screens and high speed connectivity Wi Fi connectivity is also becoming a standard feature on mobile devices and even on MP3 players such as the iPod Touch further allowing users to explore surfing the Mobile Web on the move As all of these factors converge it is becoming obvious that consumers have all the pieces in place in order to use Internet Banking on the move This study examines whether users are likely to adopt Mobile Browser Banking or using Mobile Web Browsers to cater for their banking needs There will be a usability survey to determine whether the main Irish banks are prepared for users to access their sites in this manner The main area of research will examine consumers willingness to try Mobile Browser Banking what their main concerns are and whether being provided with information to alleviate these concerns can change their percepti
46. ntial market of nearly 500 000 users of Mobile Banking and the continued successful sales of devices such as Apple s iPhone will continue to promote the use of the Mobile Web The primary concerns of potential users are security and ease of use of the service The provision of education regarding these issues can have positive effects on user concerns but it is imperative to the success of Mobile Banking that security is as robust as possible and that the user experience 1s simple and satisfactory However there are some flaws with this study The usability study did not extensively cover all possible banks and Mobile Web Browsers and did not take multiple opinions into account Therefore it only gives a limited snapshot of the performance of Irish Internet Banking via Mobile Devices The survey is not reflective of Irish society as a whole and only focuses on existing Internet users 47 Bibliography ABA Journal 2007 ABA Journal 2007 Citi Mobile to go Strong with iPhone American Bankers Association ABA Banking Journal Vol 99 8 pp 44 AIB 2008 Allied Irish Bank 2995 Internet http www aib ie Accessed 17 June 2008 Amin 2007 Amin H 2007 Internet Banking Adoption Among Young Intellectuals Journal of Internet Danning and Commerce Vol 12 3 Amin et al 2007 Amin H Baba R amp Zulkifli M 2007 An Analysis of Mobile Banking Acceptance by Malaysian Customers Sunway Academic Journa
47. om viewing the site This may be due to possible security problems posed by such applications and so the usability study on Safari was not used Attitudinal Survey In order to determine the attitude of consumers towards Internet Banking using Mobile Devices a survey was carried out The purpose of this survey was to investigate the type of consumer that is most likely to bank via their mobile phone browser the likelihood of future take up and what factors have to most influence on people s perception of Internet Banking via Mobile Devices The survey gathered information on the general demographics of respondents their attitudes towards technology the frequency of their interactions with both Internet Banking and Mobile Devices and where their main concems lay The demographics established were sex annual income age level of education and area of employment With this information it could be determined whether specific demographic values played a part in consumer attitudes It would also help indicate the likely target audiences for future Mobile Browser Banking services Secondly it was established what relevant devices and services the consumer owned or engaged with and the frequency with which they were used This information revealed the extent that the respondent was already exposed to or reliant upon certain technologies and services Ownership of mobile phones and computers was established along with what services they utilised
48. on a desktop browser It and the menu drop down to the bottom of the page and a white empty space appears where they should be This rendering error leads to large amounts of scrolling in order to see essential information Navigation There is no navigation explicitly for mobile users There are no consistent navigation controls repeated on each page and options can vary depending on the section selected The majority of the navigation is carried out via the right side menu which does not render correctly This rendering error makes navigation troublesome and involves much scrolling down through pages Data Input The inputting of information was laborious but this would not be considered a negative as it is in the interest of privacy and security One possible amendment would be for the input fields to be limited to numbers and not allow alphanumeric characters At present users must press the number 2 button four times in order to get the correct digit If this were predefined as a numbers only text box then it would only be necessary to press the button once The use of drop down menus wherever possible limits user error Applying for loan and facilities is a long process involving many screens and much data input It would not be suited to mobile devices Layout and Rendering The previously mentioned error with the display of the menu and ledgers poses the biggest problem First time users may enter the site and become uncoordinated
49. on of the service et Literature Review Internet Banking Internet Banking has been in existence in Ireland in some form for 10 years now and as a channel of distribution its impact cannot be underestimated Bradley and Stewart 1999 have shown that it should be an integral part of any banks strategy and research shows that banks in the UK and Ireland have been keen to adopt this new technology Daniel 1999 The rise in computer ownership and broadband availability has lead to Irish consumers embracing Internet Banking while not completely abandoning the traditional branch Irish Times 2006 Between the years of 2005 and 2007 alone the number of households using Internet Banking has jumped from 387 300 to 651 900 according to statistics from the Central Statistics Office CSO 2007 This shows that Irish consumers are becoming more likely to carry out their banking needs online From an international perspective there are many academics examining the implementation of Internet Banking in various regions such as the United States Kolodinsky 2001 and Malaysia Sivanand et al 2004 There is also considerable research into the types of Eois slo are utilising these services such as Amin s study of adoption among young intellectuals 2007 This study found that young educated individuals would adopt the service as long as there is a perceived usefulness ease of use and credibility associated with the service Kim et al 2005 found that u
50. on these devices This included the usage of the Internet Internet Banking and the Mobile Web Where the respondent had previously used these services their satisfaction and frequency of use was established Where the respondent had not had previous experience with the service their likelihood of future use was determined The final section of 18 the survey dealt with various factors of concern and their level of importance to the respondent should they access Internet Banking on a Mobile Phone Browser The factors were ease of use security cost of ic enm the presence of an attractive user interface the range of services on offer and the speed at which information could be accessed Respondents had to rate these factors on a 5 scale range from Very Important to Very Unimportant with Average as the median scale These responses were weighted with Very Important being given a weight of 5 and Very Unimportant being given a weight of 1 The resulting average rating was used to determine the importance of the factor being examined Where factors had equal ratings whichever more respondents deemed Very Important was ranked higher The survey was hosted on the online survey tool Survey Monkey 2008 This is a powerful online facility with which surveys can be created and hosted and the results analysed In order to ensure a high response rate the survey was kept relatively simple and uncomplicated Respondents were guaranteed of their anonymit
51. onsiderable bias towards those who are technologically proficient as they must have some sort of online presence and technological aptitude in order to receive the link and access the survey hosting site While this makes the survey unreflective of the opinion of the general public as a whole it does enable it to be used as a snapshot of experienced Internet users attitude towards Internet Banking via Mobile 19 Devices It is likely that the target market of Mobile Browser banking should it be implemented would be made up of consumers who are already adept at Internet Banking Education Survey Due to the previous lack of adequate devices on the market high cost of data transfer and lack of user knowledge Mobile Browser Banking is still in its infancy As a result of this it was considered important to determine the effects of simple education on consumers This was to ascertain if consumers might consider using such a service when concerns over factors such as security and cost were addressed Should users concerns be relieved by such basic information then it may be in stakeholders interest to provide this information to users in order to encourage take up of the service For example it may benefit banks to promote the security of certain Mobile Browsers on their sites as Barclays has with its mobile site Barclay 2008 On it Barclays encourage the use of Opera Mini and offer links to download locations and security information fo
52. otential users with information can alleviate their concerns As Mobile Banking has the ability to become such a niassive gr wth area over the coming years it 1s important to determine now how prepared these banks are for mobile solutions The figures for devices sold and applications downloaded show that consumer are beginning to browse the Mobile Web regularly Should these early adopters be confronted by websites with poor usability it may be off putting This may in turn discourage users from carrying out their banking needs in such a manner Therefore it is important to carry out a usability study in order determine the current usability of Internet Banking sites on Mobile Devices By doing so key areas of concern can be identified early and the correct measures be taken Customers attitudes towards such a service also need to be established Whether users are embracing the services and whether they are keen to embrace the service in the future are two pressing concerns While the introduction of new devices and the roll out of Mobile Banking services in areas territories such as the United States indicate that this will be a growth area in the future it is important to determine for cert in that users would be willing to adopt such a service in Ireland More importantly it is essential to establish where any potential user concerns lie and what barriers exist that would stunt the potential growth of this trend By establishing these issues early
53. ount balances for all the users accounts The account names a links that may be selected to display the recent transactions The menu is consistent along the right hand side of the page and various sections may be chosen from here easily enabling quick access to essential information Navigation While there are no buttons for browsing back through the site the menu remains consistent along the right and enables easy navigation Clearly identified links ensure that users know where additional navigation options are Data Input The inputting of information was laborious b t again this would not be considered a negative as it is in the interest of privacy and security Again a possible amendment would be for the input fields to be limited to numbers and not allow alphanumeric characters At present users must press the number 2 button four times in order to get the See digit If this were predefined as a numbers only text box then it would only be necessary to press the button once The requirement to include a backslash between day month and year when providing the date of birth for login could also be removed so as to limit unnecessary keystrokes Layout and Rendering There were no issues with the layout and rendering of the site The uncomplicated theme translated well to the mobile screen Different sections of the page were clearly identifiable Cost The overall amount of data that was required to access the site login successful
54. r potential users Mobile operators may also wish to promote the usability of certain banks sites in order to encourage the use of mobile services and thus increase revenue from data transfer fees The survey was carried out by selecting respondents at random with no bias towards age groups area of employment technological competency or other factors Overall 15 candidates were selected for the educational survey but only 13 surveys were completed in their entirety giving a total response rate of 86 6 These respondents completed a survey identical to that used for the attitudinal survey mention previously This was in order to gather demographic information and determine their initial views on the service Following completion of this primary survey the respondents were then given a brief demonstration of Internet Banking on a Mobile Devices and provided with some information relevant to the service The demonstration was carried out on a Nokia N95 using the Opera Mini browser to access AIB s Internet Banking service The process of starting up the browser accessing the site and logging in by providing a registration code and security information was displayed The services on offer how to view balances and recent transactions were also shown to the respondent They were also provided with information concerning the security features of Opera Mini and similar browsers the process of inputting data and navigating with the browser and t
55. refresh and redirection on the page not having any caching information not having any character encoding specified no page title defined and not using valid mark up The use of auto refresh or redirection on the page 1s negative as it may add undue costs onto the browsing session Redirection may also add undue cost or delays to viewing the page and is similarly discouraged Caching is the process of saving regularly accessed information in order to reduce the data required and time taken when revisiting the site at a later date By not employing caching the browsing experience can be inefficient and slower than is necessary By employing caching the cost of the browsing session may be reduced as less information must be requested By not specifying the character encoding being employed by the site it 1s impossible for the browser to establish if it supports the encoding without requesting information By explicitly defining the encoding type it ensures the browser does not have the wasted time and expense of requesting the information if it 1s not supported A short descriptive title should be provided to allow users to easily identify the page when browsing history or bookmarks and make navigating to it easier The page should also validate to published formal grammars This means that the mark up of the page should conform to the standards for websites laid out by the W3C organisation in their Web Content Accessibility Guidelines
56. rket This figure however may include users who have downloaded more than one version of the software onto various devices and may not be representative of the true amount of users One of the many benefits of Opera Mini is that is that 1t processes pages in such a way as to reduce the amount of data required and thus ensure faster loading times and lower data costs For a more robust browsing experience Opera also offer Opera Mobile a more heavyweight sibling designed for smart phones and personal digital assistants PDA The browser preinstalled on the Apple iPhone and iPod Touch is Safari which has many of the features of Opera With over 4 million iPhones sold and an attractive interface this is one of the forerunners in promoting the Mobile Web In a further sign of its influence on mobile browsing habits Citibank has embraced the device to push its Citi Mobile service Drew Sievers of Citibank s technology partner mFoundry says the iPhone is the sort of phone that can help to push the mobile banking service into the mainstream ABA Journal 2007 Devices that run on the Windows Mobile platform generally come equipped with Internet Explorer Mobile and Firefox one of the world s most popular desktop browsers has a mobile version called MiniMo While not quite s ubiquitous as their full sized counterparts both products are actively developing new versions CNet 2007 13 Survey Design uu In order to ensure that the surveys taken as part
57. rs are accessing the Mobile Web on devices with slow connections it may cause an unfulfilling browsing experience due to long wait times and poorly displayed sites As would be expected those who have never accessed the Internet via a Mobile Device are the least likely segment to use Internet Banking on a Mobile Device in the future Only 34 9 would consider it in the future and this is significantly lower than the 50 996 of average respondents and the 61 596 of respondents who have accessed the Internet on a Mobile Device that would consider the service As they have never used a Mobile Device to browse the Web it is obviously unlikely they would do so purely to access Internet Banking and such users would be part of banks potential target market 38 Usage of Internet Banking The usage of Internet Banking among respondents reflects the growth of the channel over recent years into an invaluable service for both banks and consumers 90 4 of respondents use Internet Banking with 67 4 of these users logging on Once a week or more Of the 9 6 that do not use Internet Banking 72 7 would consider using it in the future Out of all respondents only a mere 2 6 would not consider using Internet Banking in the future The level of satisfaction with the service is evident from responses Again there S a slight discrepancy between the sexes with 100 of females but only 96 4 of males satisfied This however does not take away from the overa
58. s such as large page sizes and layout issues would mean their site would require more attention The Ulster Bank site would need a considerable overhaul in order to meet the requirements The reliance on image maps and external resources would need to be rectified and this in turn would probably reduce the considerable 54Kb page size 24 D Auto Refresh and Redirection soep R tess eae ein gt Eng x qe ae Hypa Ne No M mood Ax E o ced eas X Sad EA uet Ex W ERU OS PE EET PEN SEH EE TEM q NN de e Y mene wY we Tre E LIT SE cwgergee AICA C E devono em gir SE Da Bs MEET e A A e era Oi gt ra EE SES T Content EormatiSupportis EE PASS PASS FAIL Y Toroi L Le Db Ee DOCCT 6 SZT EA ms alid Mark ups SRI LC RG A FAIL FAIL FAIL Aue Ap Ue dip our vcio uo or Reti VE Ma ay 3 zDefa ltInput Mode P SES US HP T E PASS PASS PASS 2 ru NV SU EE EIOS CU EAT CO AUD eZ l l i PIA C PER DEE ENEE Eoi o bam ae eX Gi RES e gutan E eg yExtemiabResources E EE du PASS PASS Bae OS GR RP SON M as OS EE GraphicsiforSpacing 9 we Rv RC E PASS PASS PASS gin Mec p d EE ehe mage Maps ERES oU DOM Le er PASS PASS FAIL pli cg c b RANUTe lc MES uo E uh SUI IDA a ds ES y pr IIA a o taal at oe ieee ER Ce j Image Resizing and Image Specify SiZe s a1 PASS FAIL ION E EE ETA Eee EE EE IU patct AUNT Emk Target Formati A E AC PASS E PARAS dd RR ER SC EE E Mesure gern A EE 7 PASS SE a UNS e LO E MEE i ha W
59. seeable future i D Yes o No 54 Have you ever used a Mobile Phone to access Internet Banking discs o No If No Would you consider using a Mobile Device to access Internet Banking in the foreseeable future a Yes E a No If Yes Did you find the experience satisfactory a Yes ET a No If No what were the main factors for the experience being unsatisfactory Check as many as applicable o Lack of Security Poor Design Layout Not Easy to Use Poor range of services Speed Cost ODUOCO Please rank the following based on how important you consider them if accessing Internet Banking on a Mobile Phone Unimportant r PES s Very Average Important Attractive user interface Range of services on offer Ease of use Unimportant 39 Appendix B Educational Survey Bearing in mind the information you have just been given Please rank the following based on how important you consider them following the demonstration SC Very Average Unimportant Very Important Unimportant P REN ERN interface ind O CINE EEN Ease of use Costof use Are there any other issues apart from those listed above that would EX 1 services Ayo po A cause you concern Please outline below Could you see yourself using Internet Banking on a Mobile Device in the future TEM mE o Yes a No What would you be most inclined to use
60. sers who have previous experience with electronic banking solutions are more likely to adopt Internet Banking and that education can play a part too Similar studies into consumer adoption in Australia by Sathye 1999 showed that security concerns and lack of awareness about Internet banking and its benefits stand out as being the obstacles to the adoption of Internet banking Mobile Banking There has been considerable research into the area of Mobile Banking including analysis of the markets in Japan Scornavacca 2004 China Laforet and Li 2005 and Finland Suoranta 2003 It is generally found that the likelihood of users adopting Mobile Banking solutions depends upon the perceived security of the solution with Wang investigating the need for perceived credibility Wang 2003 Pousttchi and Schurig s assessment of mobile banking solutions 2004 identified requirements in order for security to be adequate These were that data was encrypted that access to data must be authorized and that this authorization process must be simple Mobile Banking solutions should also have a perceived ease of use Amin et al 2007 found that banks should develop the belief of usefulness and ease of use by providing sufficient information on the benefits of mobile banking In order to achieve this banks should provide user manual that contains details on mobile banking including usefulness and ease of use This will be explored within this st
61. services on offer and the presence of an attractive user interface achieved ratings of 4 07 and 3 84 respectively The lack of concern for a wide range of services may be due to there only being a limited number of services that users would be likely to want to access on a mobile device Services that may be done quickly and 40 can sometimes not wait until a desktop computer is found such as checking balances and topping up mobile credit would satisfy a large portion of users Customers are unlikely to apply for an overdraft facility or another time consuming task via their mobile device and would be likely to wait until they have access to a desktop computer The lack of importance place on range of services does mean that banks intending to implement mobile solutions could start these services with just basic functions such as balance checking Further services could then be added on a rolling basis pending user demand The lack of concern for an attractive user interface explains a lot about what consumers want from their Mobile Banking solutions That Ease of use is considered Very Important by 72 2 of respondent and Attractive User Interface considered Very Important by only 24 394 is significant There is almost three times as importance placed upon the experience being easy to use as there is on it being easy on the eye This shows that it would be a waste of time for banks to design a fancy user interface unless there is an underlyin
62. sing the Internet as rarely The lack of responses from infrequent Internet users is due to the fact that the survey was distributed online The concerns of those who accessed the Internet on a daily basis was comparable to the average respondent with security the main concern followed by ease of use speed and cost with range of services and user interface the least important Their likelihood of using Internet Banking via Mobile Devices in the future is slightly above average with 53 1 of daily Internet users considering it a possibility for the future The proportion of those who have accessed the Internet using a mobile device and those who have not is split 60 975 and 39 176 respectively Males were found to be the most likely to access the Internet on a Mobile Device with 71 2 responding positively compared to 46 9 of females There was a level of dissatisfaction towards the service however that was quite similar across the sexes with 66 of males and 69 6 of females not satisfied with the experience This level of dissatisfaction may explain why kema ority 64 3 of respondents describe their frequency of use as very rarely This was followed by 12 9 describing IL as daily and the 12 9 again as a few times a month Dissatisfaction may also be attributed to the device that respondents are using As mentioned previously 68 7 of respondents either have phones that are not 3G enabled or are unsure of their phones capabilities If use
63. ssibility of fraud within Mobile Banking solutions As Mobile Browser Banking does not require the storage of any personal information on the handset this reduces the possibility for unwarranted access occurring if the device is stolen But as phones begin to start utilising Wi Fi technologies that are easily hijacked by hackers there could be serious concerns with regard to personal data being accessed and even funds being stolen An important aspect of future work would be to identify threats and propose safeguards against possible forms of fraud that may affect such a solution in the future 46 Conclusions It has been found that Mobile Banking is expected to grow in popularity over the coming years and banks are starting to prepare their services now to achieve competitive advantage Several major financial institutions in the United States have launched mobile services and it is only a matter of time before Irish b nks follow suite Irish banks current Internet Banking services are perform satisfactorily on Mobile Devices but are not designed specifically for that purpose Should a financial institution take the lead in this field there would be considerable benefit to be made from having first mover advantage in a massive growth area While Irish banks have not implemented any solutions at present there is a sizeable potential market The attitudinal study reveals that between the two largest Irish retail banks alone there is a pote
64. t factor across all age groups Respondents earning under 20k and those over 50 years old were the two demographics that rated it highest Its universal importance highlights the fact that while users are on the move and using a Mobile Device they require a service that meets their needs instantly and does not require significant training to operate Next in this secondary group Is speed with a 4 65 rating While speed was not explicitly defined to respondents it could be taken to refer to the rate at which the device receives information or the rate at which information can be found on the Internet Banking site Speed was of most importance to those in the 31 40 age bracket and those earning over 40k per annum The importance places on speed by these particular demographic groups may indicate that those in a time poor situation with young children or a busy job value the speed at which they can access their data The last of this secondary group and fourth in overall importance was cost with an average rating of 4 62 Cost was defined to respondents as credit used or cost on a phone bill While not of major concern to respondents cost is still a factor In the future the importance of this issue may become less significant as Mobile Operators move towards unlimited data packages and the price of data becomes lower Following this secondary group there was a group of factors that may be considered of little importance to respondents The range of
65. they were also marked down on the use of external resources the use of image maps and the use of tables for layout For each external resource used a separate request must be sent out over the network and this adds considerable time to the load time of the page The Ulster Bank page uses over 20 embedded external resources this may lead to excessive time to the process of loading the page Often some mobile devices do not support the use of image maps and so 23 they should not be used unless it is known that the devices can support them Ulster Bank s final failure was the use of tables to define the layout of the page Tables do not lend themselves well to small screen sizes as they may require users to have to scroll horizontally to view content and makes the browsing experience cumbersome While none of the sites tested completely passed the W3C s MobileOK Checker it would not be difficult for some to come in line with the requirements All three sites failed for not utilising caching not defining character support and not using valid mark up Not using caching may be used explicitly to prevent instances of fraud or to protect users privacy Amending the documentation of the site can easily rectify the other two common failures AIB performed the best in the checker and would appear to have errors that while needing attention would not have an overly detrimental effect on the users browsing experience BOI also performed well but issue
66. timi et al 2007 There are also concerns over the security and possible fraud with the service Boyer 2008 These factors coupled with a perception that security was not as robust as its desktop counterpart caused Mobile Banking to suer while Internet Banking flourished However with faster connections more user friendly devices Bid applications developed using xHTML and other standards used for desktop browsers the potential of Mobile Banking solutions 1s being talked up again In recent years banks have been attempting to get a head start on what many believe will become a huge growth market A report by telecom analyst firm Juniper 2007 predicts the number of consumers accessing banking services and products via their mobile phones will reach 816 million by 2011 In America several leading banks have mobile solutions on offer already including Bank of America Wachovia and Wells Fargo Bank of America alone claims over 840 000 active Mobile Banking users with 224 000 enrolling in the first quarter of 2008 Bank of Biene 2008 indicating that the service is crowing strongly In the UK Barclays have launched a Mobile Banking solution Barclays 2007 hoping to convert some of its 1 9 million Internet Banking customers to Mobile Banking The Barclays site and those similar to it typically use the mobi domain This means that they are separate sites devoted to mobile users and tailored to suit their needs Either the users goes spec
67. ts O dde D ed Ge SE Income LCV EE NEP NERIS NORRIS M Technological Ownership Eeer Usage of Internet and Mobile Web EE RER E Usage of Internet Banking NORTE eege Usage of Internet Banking via Mobile EE BE Factors affecting Internet panung vid lee ele ee EE SE DEMO n Kee See Technological Ownership and Chi ama Initial Factors Post Demonstration Factors grins ACOPIO EE eege L e O A eet ncaa vip ena daeenaak nme te deat T E Conclusions bios O E ETE Bibliography ceo e vp na A EP SE Appendix A Attitudinal CHR MN M orc IER Appendix B Educational Survey sees ir DM LER M MEE List of Tables Table 1 Results of Mobile OK Checker init See Uude ee Ee 25 Table 2 Demographic Features of Respondent A OA Table 3 Salary of Respondents ud ie duo eu 37 Table 4 Average Ratings of Factors of Importance nenn 41 Figure 1 Screenshot of AIB Internet Banking on Opera Mimi 27 Figure 2 Screenshot of BOI 365 Online on Opera Mini sese e 29 Figure 3 Screenshot of Ulster Bank Anytime Banking on Opera Mim 3l Figure 4 Trend of Importance of Security across Age Groups esee 36 Figure 5 Trend of Importance of Cost across Age Groups Donec tuit 36 Introduction In recent years several mobile devices have been introduced which have claimed to bring the real Internet browsing experience to the pockets of consumers While b
68. udy with the examination of the effect of simple education regarding the service to consumer attitudes It has also been found that age plays a pad in the likelihood of cita to access the web via their mobile device and consequently their likelihood to access mobile banking Senecal 2008 finds that mobile Internet usage tends to drop off sharply with age An average of 32 of those under 39 years old were likely to use a Mobile Device to access the web with that figure dropping to an average of 21 for those over 40 years old and just 18 for those 60 years old and higher m Mobile Usability In order to understand the requirements for a well built Mobile Web site spi was carried out into various aspects of Mobile Web design Nokia 2004 Zhang and Adipat 2005 The W3C s Mobile Web Best Practices guidelines Rabin and McCathieNevile 2006 were used asa Starting point for developing the usability study criteria These criteria are similar to those laid oui by W3C for regular websites and are created to ensure uniformity and compatibility is in place across the Internet These guidelines were complimented by literature from usability and design analysts Webcredible 2007 and Buchanan s 2001 study of Improving Mobile Internet Usability It was found that the major factors to be considered when designing for the mobile web are meeting users needs quickly ease of navigation ease of input and mobile friendly layouts It is essenti
69. y and that no financial details would be required This was to dispel any fears that respondents may have had regarding possible fraud or phishing Downs et al 2006 attacks Phishing is a method of obtaining users private information by fooling them into thinking that they are viewing a reputable site when they are not As this form of fraud is increasingly common it was important to reassure respondents that no information relating to iheir Internet Banking details would be required The link to this survey was sent out via email to 95 recipients who in turn were asked to pass it on again This method of collection may be referred to as snowball sampling This is a method in which existing r spondents are called upon to recruit new respondents in a continuous manner While this method is good for increasing the sample size it does have certain biases Future respondents recruited by the existing respondents are more likely to come from similar social backgrounds The SURE was open for access via this link for 6 days and received 117 responses Of these 117 responses only 115 were fully completed and therefore only 115 will be analysed for the purposes of this study Due to the fact that the survey was passed on from the original recipients to an unknown amount of others it is not possible to quantify the total number of people that received the link and therefore the total response rate Also as the suey was carried out online there is a c

Internet Banking Via Mobile Devices

Contents

Download Pdf Manuals

Related Search

Related Contents