Innovation in the banking sector - the effect on customers in the Netherlands
This study conducted research to the importance of the mobile banking app in several financial activities of people in The Netherlands. With the help of an online survey, 112 participants from The Netherlands were examined. The analysis of these responses showed that there is a low importance of the mobile banking on the domain of choosing a bank, and on the domain of applying for bank services and products. On the contrary, there is a high importance of the Mobile Banking App on the domain of checking account balance and transferring money, and on the domain of making payments (online and physical). Moreover, it is found that a well Functionality and Credibility of the mobile banking app seems to be a preliminary condition in order for people to make use of the app. Personal Knowledge and Ease of Use are found to have a strong positive correlation with the importance of the mobile banking app in the different financial activities. These results provide new insights for scholars into the current phase of settlement of the mobile banking in the financial banking sector. Also it provides practitioners (banks) with insights on how to develop and strategize the mobile banking app further.
Faculteit der Managementwetenschappen