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The smartphone, not the tablet, now rules the mobile banking experience

Author

Listed:
  • Prom Tep, Sandrine

    (ESG Business School, Université du Québec à Montréal, Canada)

  • Arcand, Manon

    (ESG Business School, Université du Québec à Montréal, Canada)

  • Diotte, Sara-Kim

    (ESG Business School, Université du Québec à Montréal, Canada)

Abstract

Even though 56 per cent of Canadian Internet users conduct banking transactions on mobile devices, most studies still focus on factors governing its adoption rather than its use. To better understand what mobile banking means, the tablet versus smartphone experience is compared using a sample of 375 Canadian mobile banking respondents. Survey results show that the mobile experience, though socially friendly, is frustrating when conducted on a smartphone. This paper describes how, despite specific characteristics and benefits associated with each device, there is no difference in the effect on the cognitive, sensory/positive emotional and behavioural dimensions of the mobile experience mostly because of the increasing mobile device format evolution.

Suggested Citation

  • Prom Tep, Sandrine & Arcand, Manon & Diotte, Sara-Kim, 2020. "The smartphone, not the tablet, now rules the mobile banking experience," Journal of Digital Banking, Henry Stewart Publications, vol. 5(2), pages 155-162, September.
    • Handle: RePEc:aza:jdb000:y:2020:v:5:i:2:p:155-162
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    More about this item

    Keywords

    banking; user experience; mobile devices; channel services;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services
    • E5 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit

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