Analysing intention and action in mobile banking services

Technological advances at the level of mobile devices are transforming the world. Banking users are able to conduct banking services at any place, and at any time, with m-banking. The purpose of this research is to analyse intention and action in m-banking services. A research model was developed and PLS was used to test the causalities in the proposed model. Our proposal extends the existing models with an assessment of the actual usage of m-banking and of how behavioural intention translates into action. This study found that the main determinants of behavioural intention for m-banking are social influence and relative advantage. Furthermore, perceived risk, lack of information and usage barriers have a negative effect on m- banking behavioural intention. Perceived risks, e-banking use, and behaviour intention are found to be significant antecedents of m-banking use. Gender has a positive and significant influence on m-banking usage, but not on the construction of behavioural intention

Mobile banking adoption: a bibliometric analysis

[ES] La reciente explosión del uso de aplicaciones en los negocios ha generado nuevos canales de interacción y comunicación con los clientes que están modificando el comportamiento del consumidor. El sector bancario no podía quedarse atrás, implementando la banca móvil para facilitar la relación con los clientes al proporcionar en tiempo real la información financiera del titular de la cuenta y ampliar la gama de servicios disponibles en las sucursales. Es por este motivo que surge el interés en realizar una análisis bibliométrico sobre los estudios de adopción de banca móvil que se han llevado a cabo y ser capaces de identificar tendencias y futuras líneas de investigación. Los datos para el análisis se obtuvieron de la base de datos Elsevier Scopus. La consulta de búsqueda consistió en todas las publicaciones con la frase "adopción de banca móvil" en su título, resumen o palabras clave. Esta búsqueda se realizó el 6 de marzo de 2018, con 94 documentos, incluidos 58 artículos, 26 documentos de conferencia, 4 revisiones, 3 revisiones de conferencia, 2 capítulos de libro y 1 artículo en prensa, que cubren el período de 2005 a febrero de 2018. Se concluyó que el tema está en tendencia, ya que hay muchas publicaciones conjuntas, las publicaciones de múltiples autores representan aproximadamente las tres cuartas partes de todas las publicaciones, los continentes asiático y europeo lideran el número de publicaciones, siendo India y Finlandia los principales países.[EN] The recent explosion of the use of applications in business has generated new channels of interaction and communication with customers that are modifying consumer behavior. The banking sector could not be left behind, implementing mobile banking to facilitate the relationship with customers by providing in real time the financial information of the account holder and expanding the range of services available in the branches, which is why the interest in carry out a bibliometric analysis on the mobile banking adoption studies that have been carried out and be able to identify trends and future lines of research. The data for the analysis were obtained from the Elsevier Scopus database. The search query consisted of all publications with the phrase "mobile banking adoption" and "m-banking adoption" in its title, summary or keywords. This search was made on March 6, 2018, yielding 94 documents, including 58 articles, 26 conference papers, 4 reviews, 3 conference reviews, 2 book chapters and 1 article in press, covering the period from 2005 to February 2018. It can be concluded that the subject is in tension, there being a lot of joint publication, the publications of multiple authors represent approximately three-quarters of all publications, the Asian and European continents lead the number of publications being India and Finland the main countries

Mobile banking adoption: a bibliometric analysis

[ES] La reciente explosión del uso de aplicaciones en los negocios ha generado nuevos canales de interacción y comunicación con los clientes que están modificando el comportamiento del consumidor. El sector bancario no podía quedarse atrás, implementando la banca móvil para facilitar la relación con los clientes al proporcionar en tiempo real la información financiera del titular de la cuenta y ampliar la gama de servicios disponibles en las sucursales. Es por este motivo que surge el interés en realizar una análisis bibliométrico sobre los estudios de adopción de banca móvil que se han llevado a cabo y ser capaces de identificar tendencias y futuras líneas de investigación. Los datos para el análisis se obtuvieron de la base de datos Elsevier Scopus. La consulta de búsqueda consistió en todas las publicaciones con la frase "adopción de banca móvil" en su título, resumen o palabras clave. Esta búsqueda se realizó el 6 de marzo de 2018, con 94 documentos, incluidos 58 artículos, 26 documentos de conferencia, 4 revisiones, 3 revisiones de conferencia, 2 capítulos de libro y 1 artículo en prensa, que cubren el período de 2005 a febrero de 2018. Se concluyó que el tema está en tendencia, ya que hay muchas publicaciones conjuntas, las publicaciones de múltiples autores representan aproximadamente las tres cuartas partes de todas las publicaciones, los continentes asiático y europeo lideran el número de publicaciones, siendo India y Finlandia los principales países.[EN] The recent explosion of the use of applications in business has generated new channels of interaction and communication with customers that are modifying consumer behavior. The banking sector could not be left behind, implementing mobile banking to facilitate the relationship with customers by providing in real time the financial information of the account holder and expanding the range of services available in the branches, which is why the interest in carry out a bibliometric analysis on the mobile banking adoption studies that have been carried out and be able to identify trends and future lines of research. The data for the analysis were obtained from the Elsevier Scopus database. The search query consisted of all publications with the phrase "mobile banking adoption" and "m-banking adoption" in its title, summary or keywords. This search was made on March 6, 2018, yielding 94 documents, including 58 articles, 26 conference papers, 4 reviews, 3 conference reviews, 2 book chapters and 1 article in press, covering the period from 2005 to February 2018. It can be concluded that the subject is in tension, there being a lot of joint publication, the publications of multiple authors represent approximately three-quarters of all publications, the Asian and European continents lead the number of publications being India and Finland the main countries

THE role of the technology acceptance model in information systems research: a case study

Explaining the factors that lead to use and acceptance of information technology (IT), both at individual and organizational levels, has been the focus of information systems (IS) researchers since 1970s. The Technology Acceptance Model (TAM) is known as such an explanatory model and has increasingly gained recognition due to its focus on theories of human behaviour. Although this model has faced with some criticism in terms of not being able to fully explain the social-technical acceptance of technology, it is still known as one of the best IS methodologies that contributes greatly to explaining it. This paper discusses, describes and explains TAM as one of the well-known information system research methodologies and attempts to demonstrate how this model can be applied in practice in IS research projects. TAM is widely used in different areas of IS studies such as e-commerce, e-business, multimedia and mobile commerce. This paper shows how TAM can be applied in an IS research project by referring to a case study conducted in the area of mobile banking in the UK. This paper aims to contribute to IS research by providing an informed criticism of TAM as well as a clear proposal on how to use it

A Review of "Developing Technologies in E-Services, Self-Services and Mobile Communication: New Concepts"

Technological developments have rapidly impacted many areas of commercial activity over the last decade. One feature of this is a trend towards technology-enabled self-service, or e-services, with suppliers of goods and services encouraging customers to interact with machines rather than staff in conducting transactions. Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts, edited by Ada Scupola, is a suitable book in this area

The MB WAY case : in what conditions would customers accept paying for this service?

Peoples‟ expectations regarding how financial services are delivered is becoming increasingly demanding. One of these already formed assumptions is related to always being able to perform instant money transfers. In Portugal, the app MB WAY allows every user to make these instant money transfers free of charge. However, a fee is going to be implemented per transaction with the value depending on the bank of the user. The purpose of this research was to conclude if people are indeed willing to start paying for the same service that was once free and if so, how much and in what price scheme. Bank loyalty and the loyalty towards the app itself were also tested. Tests were also made regarding price predictors and willingness to purchase the app, but no major indicators were found to be significant. Primary data was obtained through a questionnaire that provided 319 valid responses from app users. The results have shown that users are not yet willing to accept the prices that maybe are going to be charged, as they view them as being overpriced. Despite that, the impact caused by the app is not sufficient to alter their bank loyalty, although the study suggests that the respondents are receptive to changing apps if a cheaper option is available. Due to the fact that it provides the consumer perspective about this matter, the present research may contribute to how banks assess the possible price setting of instant money transfers in the near future.As expetativas das pessoas em relação à forma como os serviços financeiros são providenciados são agora mais exigentes. Uma delas é a de conseguirem realizar-se transferências instantâneas de dinheiro. Em Portugal, a aplicação MB WAY permite aos seus utilizadores realizar estas tranferências sem qualquer custo. No entanto, passará a ser cobrada uma taxa por cada transferência, estando este valor dependente do banco do utilizador. O objetivo deste estudo foi avaliar se os clientes estarão dispostos a pagar por um serviço que previamente não tinha custo, e em caso afirmativo, qual o valor a cobrar e em que esquema de preço. Foi igualmente testada a lealdade aos bancos e à própria aplicação. Foram ainda realizados testes relacionados com preditores de preço e com a disponibilidade para adquirir a aplicação, mas nenhum indicador revelou ser significante. Foram obtidos dados primários através de um questionário, que providenciou 319 respostas válidas de utilizadores da aplicação. Os resultados demonstraram que os utilizadores ainda não estão preparados para aceitar os preços que podem vir a ser cobrados, uma vez que os vêem ainda como sobrevalozidados. Apesar disso, o impacto causado pela aplicação não é suficiente para alterar a lealdade perante os bancos, ainda que o estudo sugira que os inquiridos estão dispostos a mudar de aplicação caso exista ou surja uma opção mais barata. Pelo facto de disponibilizar as perspetivas dos clientes sobre este assunto, a presente pesquisa pode dar um contributo para que os bancos determinem os preços a fixar futuramente nas transferências instantâneas

Serviços omni-canal na indústria de serviços bancários: investigação qualitativa multi-método

O art.º 64 (modalidade alternativa à tese) do regulamento de estudos da Universidade de Aveiro contempla a possibilidade de apresentação de uma modalidade alternativa para teses de doutoramento. Esta modalidade assinala que “caso a tese seja substituída por um conjunto de trabalhos científicos já publicados, estes terão de formar um conjunto coerente e relevante para a área cientifica do doutoramento (...)”. Neste contexto, esta tese é baseada em 8 publicações científicas, já publicadas, ou aceites para publicação, onde estão incluídas: comunicações orais em conferências internacionais, artigos em revistas científicas e capítulos de livros. O interesse pelo tema foi aliado ao crescente desenvolvimento da estratégia omni-canal na indústria de serviços onde a banca tem sido pioneira. O objetivo é contribuir para a caracterização e compreensão das implicações decorrentes de diferentes estratégias e configurações de canal de serviço para a gestão de operações e, consequentemente para a qualidade dos serviços e satisfação dos clientes. A tese está dividida em seis capítulos. Inicia-se com duas revisões sistemáticas da literatura, para analisar as oportunidades de investigação e divulgar os caminhos de pesquisa para os serviços multicanal. Seguidamente, explicam-se as opções metodológicas e o relacionamento que existe entre a engenharia e gestão industrial e as ciências sociais. A partir desse momento, entramos na fase empírica e, analisamos os serviços omni-canal à lente das redes de negócio baseadas em tecnologia e da gestão de reclamações. Terminamos a tese com uma breve conclusão, limitações e perspetivas de investigação futura. Com maior detalhe, a revisão da literatura sugeriu que à data, os estudos existentes estavam predominantemente formulados sob a perspetiva do marketing, sendo notória uma menor representatividade de estudos focados na gestão de processos e operações de serviço. Neste contexto, o trabalho desenvolvido vem oferecer algumas contribuições ao nível da gestão de operações de serviços com recurso a múltiplos canais, permitindo nomeadamente identificar, caraterizar e consolidar diferentes estratégias de múltiplos canais, e discutir princípios para o alinhamento entre estratégias de front-office de múltiplos canais e níveis operacionais da organização. O trabalho adotou uma metodologia qualitativa multi-método (i.e., revisão sistemática e estudo de caso) recorrendo a diferentes métodos e fontes para a recolha de dados (e.g., entrevistas), bem como para a sua análise. O trabalho permitiu também ilustrar como a estratégia multi-método oferece múltiplas possibilidades de investigação que conduzem a resultados fiáveis para estudos na área da engenharia. É geralmente equilibrada e integra estudos teóricos e empíricos, o que dá maior enfase às dimensões de desenvolvimento, triangulação e complementaridade. A evidência empírica analisada no âmbito deste trabalho sugere que a prestação de serviços através de múltiplos canais potencia novas sinergias organizacionais, e cria novos desafios operacionais, ao permitir a configuração de novos sistemas de serviço que oferecem aos clientes a integração de serviços e canais de diferentes prestadores, numa experiência única. As operações de serviços omni-canal estão agora a basear-se em redes de negócio com base tecnológica, já que as empresas estão a mudar a forma como competem entre si. As empresas estão a adotar processos e canais de modo a poderem colaborar em redes heterogéneas. Essas redes de empresas geralmente combinam mais de um canal e serviços. O que origina uma experiência multimarca, que ultrapassa claramente a experiência típica omnicanal. Nesta perspetiva, a rede heterogénea de empresas é uma experiência que envolve a combinação de uma tríade de diferentes elementos canaisserviços- organizações. O que está implícito é que as redes de negócios baseadas em tecnologia estão a revolucionar a indústria de serviços, embora pouco se tenha investigado. Porém, o movimento para estratégias omni-canal e de rede de negócios está longe de ser linear. Embora indesejáveis, as falhas de serviço omni-canal são inevitáveis, nesse sentido, a gestão de reclamações sempre foi considerada como uma ferramenta essencial para os gestores. Por esse facto, o trabalho incluiu ainda uma abordagem às falhas e recuperação de serviços num contexto omni-canal, bem como as debilidades da prestação de serviços associadas às novas redes baseadas em tecnologia, no contexto dos serviços financeiros. O estudo sugeriu que os clientes geralmente não estão conscientes dos atributos de recuperação de cada canal e são muitas vezes obrigados a procurar ajuda dos colaboradores de primeira linha, em particular quando a resposta nos canais virtuais não estão a reagir de acordo com as expectativas. Os clientes também já não estão dispostos a interagir com um grande número de canais, o que implica um elevado número de interações. Em alternativa, estão dispostos a aguardar por uma recuperação personalizada quando percebem que uma falha específica pode exigir um elevado nível de tomada de decisão. Essa tolerância ocorre quando os clientes percebem que uma empresa está a realizar todos os esforços necessários para a recuperação do serviço, de modo a garantir que a falha não se volte a repetir. Os resultados evidenciaram a importância da recuperação de soluções permanentes e da gestão de operações, para permitir processos de recuperação efetivos no contexto dos serviços omni-canal e de rede de negócio. No que diz respeito às redes de negócios baseadas em tecnologia, encontrámos quatro tipos de debilidades: a) barreiras à estratégia de migração de canais; b) barreiras à entrega automatizada de serviços; c) barreiras baseadas na integração do serviço; d) barreiras à padronização de operações em contextos de rede. Os gestores devem estar cientes das debilidades das redes de negócio baseadas em tecnologia, porque a sua (in)atividade pode afetar positivamente ou negativamente a imagem da marca de rede. A resolução das debilidades Tb2N permite que as organizações sejam mais sincronizadas e competitivas. Os resultados apresentados nesta tese revelam que as estratégias de canais múltiplos estão longe de estar ultrapassadas. Esta área de estudo requer atenção permanente da comunidade académica de modo a compreender a sua evolução, o aparecimento de novas estratégias e avançar a sua base de conhecimento. Para terminar, estimulamos o desenvolvimento de investigações futuras que permitam a realização de estudos empíricos dentro das redes de negócio baseadas em tecnologia, e que se foquem não só na recolha de dados de uma empresa, mas de toda a rede.The 64th article of the regulation of studies of the University of Aveiro considers the possibility of presenting an alternative to the doctoral thesis. This modality emphasis that “if the thesis is replaced by a set of scientific papers already published, they will have to form a coherent and relevant set for the scientific area of the doctorate (…)”. In this context, this thesis is based on 8 scientific publications, some already published, some accepted for publication, which include: oral communications in international conferences, articles in scientific journals and book chapters. The interest in the subject is coined with the growing development of the omni-channel strategy in the service industry where the banks have been pioneers. The objective is to contribute to the characterization and understanding of the implications of different strategies and configurations of the service channel strategies for the management of operations and, consequently, for the service quality and customer satisfaction. The thesis is divided into six chapters. It begins with two systematic reviews of literature: to analyze research opportunities and to disseminate research paths for multi-channel services. From here on, the methodological options are explained and so are the existing relationship between the industrial engineering and the social sciences. The empirical phase starts at this point as well as the analysis of the omni-channel services in the lens of technology-based business networks and complaint management. The literature review suggested, that, to date, the existing studies were predominantly formulated from a marketing perspective, the studies focused on process management and service operations are less represented. In this context, the work developed offers some contributions to the management of multiple channel service operations, to identify, characterize and consolidate different multiple channel strategies, and discuss principles for the alignment between multiple channel front-office strategies and operational levels of the organization. A qualitative multi-method methodology (i.e., systematic review and case study) using different methods and sources was adopted for data collection (e.g., interviews) as well for its analysis. The work also illustrated how the multimethod strategy offers multiple research possibilities that lead to reliable results for studies in the field of engineering. This strategy is generally balanced and integrates theoretical and empirical studies, which give greater emphasis to the dimensions of development, triangulation and complementarity. The empirical evidence analyzed in this thesis suggests that service delivery through multiple channels raises new organizational synergies and creates new operational challenges, by allowing the configuration of new service systems that offer customers the integration of different service and channels from different providers in a unique experience. The omni-channel service operations are now based on technology-based business networks, as companies are changing the way they compete with each other. Companies are adopting processes and channels so they can collaborate in heterogeneous networks. These business networks generally combine more than one channel and services, which creates a multi-brand experience, clearly going beyond the typical omni-channel experience. In this perspective, the heterogeneous network of companies is an experience that involves the combination of a triad of different elements channel-service-organization. What is implicit is that, although still unexplored, technology-based business networks are revolutionizing the service industry. Nevertheless, the move to omni-channel and business network strategies is far from linear. Although undesirable, the omni-channel service failures are inevitable, thus complaint management has always been considered an essential tool for managers. As a result, this work also includes an approach to service failures and recovery in an omni-channel context, as well as the weaknesses in the service delivery concerning new technology-based networks, in the context of financial services. The study suggested that clients are generally unaware of the recovery attributes of each channel and are often forced to seek help from the frontline employees, particularly when the recovery from the virtual channels are not in agreement with the expectations. Customers are not willing to interact with a large number of channels which would lead to a high number of interactions. Alternatively, customers are willing to wait for a personalized recovery when they realize that a specific failure may require a high level of decision-making. This tolerance occurs when customers realize that a company is making all the necessary efforts over the service recovery, in order to ensure that the failure will not be repeated again. The results revealed the importance of recovering permanent solutions and operations management, in order to allow effective recovery processes in the context of omni-channel and business network services. With regard to technology-based business networks, we found four types of weaknesses: a) barriers to channel migration strategies; b) barriers to automated service delivery; c) barriers to employee-technology service integration; d) barriers to operations standardization in network contexts. Managers should be aware of the weaknesses of technology-based business networks because their (in)activity can affect either positively or negatively network brand image. Solving Tb2N weaknesses allows organizations to be more synchronized and competitive. The results presented in this thesis reveal that the multiple-channel strategies are far from being overcome. This area of study requires permanent attention from the academic community in order to understand its evolution, the emergence of new strategies and to advance its knowledge base. Finally, we encourage the development of future research that allows the conduction of empirical studies within technology-based business networks, focusing not only on collecting data from one company but from the entire network.Programa Doutoral em Engenharia e Gestão Industria

Remittance flows to post-conflict states: perspectives on human security and development

This repository item contains a single issue of the Pardee Center Task Force Reports, a publication series that began publishing in 2009 by the Boston University Frederick S. Pardee Center for the Study of the Longer-Range Future.Migrant remittances – that is, money or other goods sent to relatives in the country of origin– play an increasingly central role in post-conflict reconstruction and national development of conflict-affected states. Private remittances are of central importance for restoring stability and enhancing human security in post-conflict countries. Yet the dynamics of conflict-induced remittance flows and the possibilities of leveraging remittances for post-conflict development have been sparsely researched to date. This Pardee Center Task Force Report is the outcome of an interdisciplinary research project organized by the Boston University Center for Finance, Law & Policy, in collaboration with The Frederick S. Pardee Center for the Study of the Longer-Range Future. The Task Force was convened by Boston University development economist John R. Harris and international banking expert Donald F. Terry, and social anthropologist Daivi Rodima-Taylor, Visiting Researcher at the Boston University African Studies Center, served as lead researcher and editor for the report. The Task Force was asked to research, analyze, and propose policy recommendations regarding the role of remittances in post-conflict environments and their potential to serve as a major source of development funds. The report’s authors collectively suggest a broader approach to remittance institutions that provides flexibility to adapt to specific local practices and to make broader institutional connections in an era of growing population displacement and expanding human and capital flows. Conditions for more productive use of migrants’ remittances are analyzed while drawing upon case studies from post-conflict countries in Africa, Asia and Latin America. The papers in this Task Force Report establish the importance of remittances for sustaining local livelihoods as well as rehabilitating institutional infrastructures and improving financial inclusion in post-conflict environments. Highlighting the increasing complexity of global remittance systems, the report examines the growing informality of conflict-induced remittance flows and explores solutions for more efficient linkages between financial institutions of different scales and degrees of formality. It discusses challenges to regulating international remittance transfers in the context of growing concerns about transparency, and documents the increasing role of diaspora networks and migrant associations in post-conflict co-development initiatives. The Task Force Report authors outline the main challenges to leveraging remittances for post-conflict development and make recommendations for further research and policy applications

Challenges and opportunities of implementing a ,mobile bank in Portugal by Altice Group

This research intends to provide a deeper overview of the market challenges and opportunities of establishing a mobile bank in Portugal by Altice Group, through the investigation of the main forces that are disrupting the industry, combining with a market research through an online questionnaire that adds evidence in those findings and provides deeper view of the Portuguese market. With this research the company is able to understand how it can add value to the industry and which future business model is proposed