A Usability Comparison of SMS and IVR as Digital Banking Channels

Authors:
Gareth Peevers;Gary Douglas;Mervyn A. Jack;Diarmid Marshall
Affiliations:
The University of Edinburgh, UK;The University of Edinburgh, UK;The University of Edinburgh, UK;The University of Edinburgh, UK
Venue:
International Journal of Technology and Human Interaction
Year:
2011

Citing 22
Cited 0

Initial trust, perceived risk, and the adoption of internet banking

ICIS '00 Proceedings of the twenty first international conference on Information systems
Text input for mobile devices: comparing model prediction to actual performance

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The lost world of e-banking

ACM SIGCHI Bulletin - a supplement to interactions - A supplement to interactions
Mobile commerce at crossroads

Communications of the ACM - Mobile computing opportunities and challenges
Assessment of Today's Mobile Banking Applications from the View of Customer Requirements

HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 7 - Volume 7
System-initiated digressive proposals in automated human-computer telephone dialogues: the use of contrasting politeness strategies

International Journal of Human-Computer Studies
Placing links in mobile banking application

Proceedings of the 7th international conference on Human computer interaction with mobile devices & services
A usability study of short message service on middle-aged users

OZCHI '05 Proceedings of the 17th Australia conference on Computer-Human Interaction: Citizens Online: Considerations for Today and the Future
Investigating text input methods for mobile phones

Telematics and Informatics
A study of the use of mobile phones by older persons

CHI '06 Extended Abstracts on Human Factors in Computing Systems
Universal design for mobile phones: a case study

CHI '06 Extended Abstracts on Human Factors in Computing Systems
Systematic evaluation methodology for cell phone user interfaces

Interacting with Computers
Personalising web page presentation for older people

Interacting with Computers
A usability comparison of three alternative message formats for an SMS banking service

International Journal of Human-Computer Studies
Consumer value creation in mobile banking services

International Journal of Mobile Communications
Older people and mobile phones: A multi-method investigation

International Journal of Human-Computer Studies
Impact of video-mediated communication on simulated service encounters

Interacting with Computers
Socially dependable design: The challenge of ageing populations for HCI

Interacting with Computers
When fingers do the talking: a study of text messaging

Interacting with Computers
Usable security: User preferences for authentication methods in eBanking and the effects of experience

Interacting with Computers
Cell phone banking: predictors of adoption in South Africa-an exploratory study

International Journal of Information Management: The Journal for Information Professionals
Online banking: a field study of drivers, development challenges, and expectations

International Journal of Information Management: The Journal for Information Professionals

Quantified Score

Hi-index	0.00

Visualization

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.