Can ubiquity moderate m-banking resource-related negative effects?

El objetivo de este estudio es explorar la influencia de los inconvenientes de la banca móvil relacionados con la falta de recursos en la satisfacción de los clientes, su disposición a recibir marketing móvil de permiso y la emisión de boca-oreja. Analizando una muestra de 1429 usuarios de banca móvil, determinamos que la satisfacción de los clientes influye en su disposición a recibir marketing móvil de permiso y emitir boca-oreja, mientras que la disposición a recibir marketing móvil de permiso tiene un efecto positivo sobre la emisión de boca-oreja. Siendo la ubicuidad un atributo distintivo de la banca móvil, observamos su papel moderador, identificando que hay clientes que consideran la ubicuidad como una característica importante de la banca móvil, mientras que otros no la consideran relevante. Este estudio propone recomendaciones para mejorar el uso de los servicios de la banca móvil, evitando o disminuyendo los efectos negativos de sus inconvenientes.The objective of this study is to explore the influence of m-banking resource-related inadequacies on clients’ satisfaction with the banking services, their permission-based mobile marketing tendencies and word-of-mouth emission actions. Analysing a sample of 1429 users of mobile banking services, we determined that clients’ satisfaction influences their willingness to receive permission-based mobile marketing and to emit word-of-mouth, while the willingness to receive permission-based mobile marketing has a positive effect on the word-of-mouth emission. In order not to overlook the ubiquity as a distinguishing attribute of m-banking services, we observe its moderating role, identifying clients who consider ubiquity as an important m-banking characteristic and others who do not consider it relevant. Hence, attending the opinion of actual m-banking clients, this study proposes suggestions for improving the use of m-banking services by avoiding or lessening the negative effects of m-banking resource-related inadequacies

The Enigma of Mobile Money Systems

In this paper we argue that the success of mobile banking models represents an enigma in terms of their replicability to other countries. These models offer the opportunity to diminish the financial exclusion suffered by the poor by offering access to credit, savings, and transfers, which are key tools capable of transforming the livelihoods of the poor as well as the efficiency of the market. We show that mobile phones need a complete ecosystem that supports its application to a functioning mobile banking service. The aim of this paper is to contribute to existing knowledge of mobile money across the value chain by providing insight into the mechanisms of m-money and the value propositions within the business of m-banking. We develop a taxonomy of the key drivers of the business model to help assess the replicability of these models in other countries. We focus on models developed in Kenya, the Philippines, and Brazil, and explore if some of the conditions present in these models are lacking for a widespread adoption in other. We conclude, however, that there appears to be no set of clearly identifiable variables that serve as a basis for success and that those necessary conditions for the replication of m-banking models identified by the existing literature to other countries around the world do not guarantee results. Moreover, we find that some of these conditions are not present in countries where m-banking models have been successful.M-banking, financial inclusion, mobile applications, mobile opportunities, developing countries.

Resistance towards cryptocurrencies in Germany: a quantitative approach to analyze adoption barriers

The work project “The Future of German Retail Banking” concluded that Cryptocurrencies are one of the most impactful trends in the industry and have been of increasing interest. However, in Germany, the acceptance is still low but the reasons for this resistance have not been empirically researched. Thus, this thesis evaluates the influencing factors of the resistance in Germany by using an adapted version of the Innovation Resistance Model. This work provides a literature review about Cryptocurrencies and innovation theories. Through quantitative research and regression analysis, all proposed factors have been verified yet to different extents

The potential of artificial intelligence in retail banking and the challenge of organizational transformation

In the work project “The Future of German Retail Banking”, Artificial Intelligence (AI) was identified as an impactful trend in the industry. AI finds applications in banking bearing great potential for retail banks. With increasing customer expectations towards AI adoption and new competition in the German retail banking market, traditional retail banks are advised to capture the potential of AI technology. This research paper aims to demonstrate the relevance and potential of AI use for retail banks and identifies necessary changes of organizational elements along the McKinsey 7 S change management tool for organizational transformation to successfully adopt AI

Mobile Value Added Services: A Business Growth Opportunity for Women Entrepreneurs

Examines the potential for mobile value-added services adoption by women entrepreneurs in Egypt, Nigeria, and Indonesia in expanding their micro businesses; challenges, such as access to digital channels; and the need for services tailored to women

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

Mobile banking and mobile payment acceptance

A thesis submitted in partial fulfillment of the requirements for the degree of Doctor in Information Management, specialization in Information and Decision SystemsTechnological advancements registered in the last three decades have revolutionized the financial industry, promoting major changes in the financial services provided. The spread of Internet-enabled phones, smart phones and tablets combined with fast and reliable communications networks, have encourage banks and service providers to provide a new set of self-service banking applications to mobile devices. These facts combined with the globalisation of business and systems are reinforcing the need to acquire a deeper understand on the impact of the acceptance of mobile services. With this dissertation we intend to contribute to a better understanding of the determinants of mobile banking and mobile payments services acceptance and use, at individual level. For this reason we developed a total of five different studies; four about mobile banking and one about the mobile payment. We started in chapter two with a mobile banking literature weight and meta-analysis. The impact of culture in the mobile banking acceptance in an African developing country is analysed in chapter three, trying to better identify how culture influences individual use behaviour. In chapter four we study the mobile payment, trying to identify the direct and indirect effects on the determinants of adoption and the intention to recommend this technology. In chapter five we return to mobile banking, intending to identify the potential impact of the utilization of game mechanics and game design techniques in the acceptance of these services. In the fifth and last study, presented in chapter six, we analyse data from three different countries in three distinct continents, combining acceptance with trust and risk, simultaneously capturing success and resistance factors towards mobile banking intention and use behaviour. In epistemological terms, we adopted a posture characteristic of positivism. With regard the theoretical framework, besides the weight and meta-analysis study, we use the extended unified theory of acceptance and use of technology (UTAUT2) (Venkatesh et al., 2012) in all the studies; namely combining it with (i) cultural moderators (Hofstede, 1980) in the third chapter, (ii) the innovation characteristics of the diffusion of innovations (DOI) (Rogers, 2003), the perceived technology security, and the intention to recommend constructs in the fourth chapter, (iii) a gamification impact construct in the fifth chapter, and (iv) trust and risk model (Bélanger & Carter, 2008) in the sixth chapter. This work provides several contributions for research and practice, contributing to the advancement of knowledge, exploring and discussing direct implications for banks, financial institutions, service providers, service managers, IT and marketing departments, users, and researchers. The innovative models that we use in our work combine the strengths and constructs from well-known theoretical models, providing a solid foundation to our studies. In summary, considering all studies and datasets used, the intention best drivers were (i) habit, found significant in three studies and five datasets and (ii) performance expectancy, found significant in all five studies and in six datasets, and in the use best drivers were (i) habit, found significant in three studies and five datasets and (ii) intention, found significant in two studies. Considering the studies individually, collectivism, uncertainty avoidance, short term, and power distance were found to be the most significant cultural moderators, providing new insights into factors affecting the acceptation and how culture influences individual use behaviour. In terms of mobile payment, the relevance of customer’s intention to recommend mobile payment technology in social networks and other means of communication was confirmed, supporting the recommendation to include it in social marketing campaigns and in future technology adoption studies. A direct and strong relationship between gamification and intention was also confirmed, showing that, when used and designed properly, gamification can help make banking activities more exciting, more interesting, and more enjoyable, and in turn increase customer acceptance, engagement and satisfaction. From the multi-group analysis between countries additional results were found, supporting services customization and marketing campaigns adaptations accordingly. For the intention to use mobile banking, (i) performance expectancy is a more important factor for Portuguese than Brazilian users, (ii) hedonic motivation is a more important factor for Mozambican users than Portuguese or Brazilian ones, and (iii) price value is significant and more important for Mozambican than Portuguese users. For the use behaviour, (i) behavioural intention is a more important factor for Mozambican than Portuguese or Brazilian users and (ii) the facilitating conditions is a more important factor for Mozambican than Portuguese or Brazilian users. A theoretical model based in the best intention and use predictors found in literature is presented, from the weight and meta-analysis’ results, supporting further and future studies in this area

Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the Unified Theory of Acceptance and Use of Technology

Consumer adoption of mobile shopping apps is an emerging area in m-commerce which poses an interesting challenge for retailers and app developers. In this study, we adapt the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) to investigate factors predicting consumer behavioral intention (BI) and use behavior (UB) towards mobile shopping apps, considering the impact of two manifestations of consumer’s perceived risk: Privacy Risk and Security Risk. Because cultural characteristics may moderate the impact of these risks on behavioral intention and use behavior, we conduct two studies from two consumer panels from countries with significant difference in technology use as captured by the Computer-Based Media Support Index (CMSI), namely India (high CMSI) and USA (low CMSI). For both countries, the baseline UTAUT 2 constructs predict the Behavioral Intention to use mobile shopping apps (and subsequently use behavior). However, the manifestations of perceived risk are significant only for the country with the highest CMSI score, suggesting that cultural influences play a strong role in the adoption of m-shopping. Our study has practical implications for theory as it poses the use of m-shopping apps in a cross-cultural context, suggesting that privacy and security moderate intention to use differently across cultures as predicted by the CMSI. From that perspective, it also has practical implications for consumer behavior researchers and app developers challenged with app localization as well as retailers designing mobile shopping apps for an intercultural audience