Name
Abstract | ||
|---|---|---|
In this paper, the authors compare the usability of SMS mobile banking and automated IVR telephone banking. Participants N = 116 used SMS banking and IVR banking to find their account balance in a repeated-measures experiment. IVR banking scored higher for usability metrics: effectiveness, attitude, and quality. There was no clear difference in rank order of preference between the two channels. Participants gave positive comments regarding speed and efficiency with SMS banking, but had serious doubts over the security of the SMS channel, impacting consumer trust in SMS banking. The authors argue that usability problems and security concerns are a major factor in the low adoption of SMS mobile banking. Older users were less positive in general to SMS banking compared with the more established IVR banking. Older users had lower first time completion rates for SMS banking and gave IVR banking higher attitude and quality scores. |
Year | DOI | Venue |
|---|---|---|
2011 | 10.4018/jthi.2011100101 | IJTHI |
Keywords | Field | DocType |
usability comparison,sms banking,older user,sms mobile banking,usability problem,usability metrics,higher attitude,automated ivr telephone banking,digital banking channels,ivr banking,sms channel,established ivr banking,sms,usability | Internet privacy,Ranking,Advertising,Computer science,Usability,Interactive voice response,Communication channel,SMS banking,Telephone banking,Mobile banking | Journal |
Volume | Issue | ISSN |
7 | 4 | 1548-3908 |
Citations | PageRank | References |
1 | 0.36 | 53 |
Authors | ||
4 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Gareth Peevers | 1 | 4 | 1.09 |
| Gary Douglas | 2 | 88 | 4.64 |
| Mervyn A. Jack | 3 | 191 | 43.58 |
| Diarmid Marshall | 4 | 49 | 3.73 |