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A Usability Comparison of SMS and IVR as Digital Banking Channels

A Usability Comparison of SMS and IVR as Digital Banking Channels

Gareth Peevers, Gary Douglas, Mervyn A. Jack, Diarmid Marshall
Copyright: © 2011 |Volume: 7 |Issue: 4 |Pages: 16
ISSN: 1548-3908|EISSN: 1548-3916|EISBN13: 9781613509500|DOI: 10.4018/jthi.2011100101
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MLA

Peevers, Gareth, et al. "A Usability Comparison of SMS and IVR as Digital Banking Channels." IJTHI vol.7, no.4 2011: pp.1-16. http://doi.org/10.4018/jthi.2011100101

APA

Peevers, G., Douglas, G., Jack, M. A., & Marshall, D. (2011). A Usability Comparison of SMS and IVR as Digital Banking Channels. International Journal of Technology and Human Interaction (IJTHI), 7(4), 1-16. http://doi.org/10.4018/jthi.2011100101

Chicago

Peevers, Gareth, et al. "A Usability Comparison of SMS and IVR as Digital Banking Channels," International Journal of Technology and Human Interaction (IJTHI) 7, no.4: 1-16. http://doi.org/10.4018/jthi.2011100101

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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.

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