Usability design of Short Message Service (SMS) mobile phone banking
dc.contributor.advisor
Jack, Mervyn
en
dc.contributor.advisor
Douglas, Gary
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dc.contributor.author
Peevers, Gareth James
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dc.date.accessioned
2013-07-25T13:40:50Z
dc.date.available
2013-07-25T13:40:50Z
dc.date.issued
2010-11-24
dc.description.abstract
The financial services sector is investing considerable sums of money into mobile
banking services, but the uptake by customers has been low. The cost to benefit ratio
of mobile banking is highly unsatisfactory when the costs of developing and
managing the channel are considered. Many of the advantages of Internet banking
are shared by mobile banking e.g. control and time saving. Mobile banking also
offers higher convenience with the ability to carry out banking whenever and
wherever you are. It is hoped that mobile banking can be as successful as Internet
banking. A major factor in the low adoption of mobile banking is usability, and there
is a need for research on the issues surrounding mobile banking as so far little has
been conducted. This thesis seeks to investigate the usability issues surrounding
Short Message Service (SMS) banking. It identifies three general functions of SMS
in electronic banking: transactions, communication/CRM and security. Three
empirical usability evaluations are presented that explored customers’ perceptions
and attitudes of using these functions of SMS banking. The research presented here
provides empirical evidence for the thesis that usability is a significant factor in the
low customer adoption of SMS banking. It also shows that related to usability issues
are customer concerns over the security of SMS as a banking channel. Older users
will find SMS banking less usable than younger users and are more ambivalent
regarding SMS in general. It recommends the most usable message input format to
use in SMS banking and contributes insights on how best to realise the practical
application of SMS banking and services. The findings from these studies will help
improve usability in mobile banking services.
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dc.identifier.uri
http://hdl.handle.net/1842/7585
dc.language.iso
en
dc.publisher
The University of Edinburgh
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dc.relation.hasversion
Peevers, G., Douglas, G., Jack, M. A., 2008. A usability comparison of three alternative message formats for an SMS banking service. International Journal of Human-Computer Studies 66, (2) 113-123.
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dc.relation.hasversion
Peevers, G. and McInnes, F., 2009. Laboratory studies. In: Love, S. (Ed.), Handbook of Mobile Technology Research Methods. Nova, Hauppauge NY.
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dc.relation.hasversion
Peevers, G., McInnes, F., Morton, H., Matthews, A., Jack, M. A., 2009. The mediating effects of brand music and waiting time updates on customers' satisfaction with a telephone service when put on-hold. International Journal of Bank Marketing 27, (3).
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dc.subject
SMS
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dc.subject
SMS banking
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dc.subject
mobile banking services
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dc.title
Usability design of Short Message Service (SMS) mobile phone banking
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dc.type
Thesis or Dissertation
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dc.type.qualificationlevel
Doctoral
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dc.type.qualificationname
PhD Doctor of Philosophy
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