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

Sandrine Prom Tep, Manon Arcand and Sara-Kim Diotte
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Sandrine Prom Tep: ESG Business School, Université du Québec à Montréal, Canada
Manon Arcand: ESG Business School, Université du Québec à Montréal, Canada
Sara-Kim Diotte: ESG Business School, Université du Québec à Montréal, Canada

Journal of Digital Banking, 2020, vol. 5, issue 2, 155-162

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.

Keywords: banking; user experience; mobile devices; channel services (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jdb000:y:2020:v:5:i:2:p:155-162

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