International Telemetering Conference Proceedings / October 20-23, 2003 / Riviera Hotel and Convention Center, Las Vegas, Nevada / SSL protocol is one industrial standard to protect data transferred securely on Internet. Firstly SSL is analyzed, according to its characteristics, one solution plan on mobile bank based on SSL is proposed and presented, in which GPRS technology is adopted and elliptic curve algorithm is used for the session key, finally several functional modules of mobile bank are designed in details and its security is analyzed.

The competition in domestic money market is getting intense, and there are fewer differences between the service items operated by various banks. The financial industry does everything possible to combine with various channel service of bank by utilizing information technology. Besides introducing and developing various kinds of new derivatives, also actively utilizes the new technical technology to establish various kinds of service channels, allows the client to elastically apply various kinds of service channels provided by them, and enables the client to establish a permanent loyalty and trust with the bank. As for the present development of service channels in financial industry, the traditional brick-and-mortar banks, the ATM and unmanned branch are the familiar service channels, otherwise the Internet banking and Mobile banking are the emerging services provided by the financial industry in recent years. Generally speaking, except for the traditional brick-and-mortar banks, all the other service channels utilize the equipment of information technology to replace the traditional manpower, and provide the financial service. Based on the NEBIC theory, the purpose of this study is to discuss the reformation and value initiated by the financial industry choosing information technology, and defines the core developing capability for the financial industry.

Using a randomized experiment in rural Malawi, this paper finds that providing information on mobile bank buses’ services leads to a higher probability of adopting savings accounts in the treatment group. Households in the treated villages are 3.06 percentage points more likely to adopt savings accounts than households in the control group. Second, the information treatment leads to an increase of in the probability of households receiving remittances in the treated villages, as well as an increase in the amount of remittances received. In particular, the effect is strongest for households that lived at least three kilometers away from the trade centers, which suggests that the main cost of transferring remittance is the cost of traveling to a bank. Third, the 2SLS regression provides suggestive evidence that adopting savings accounts leads to an increase in households’ remittance activities. The 63.3 percentage points increase in the possibility of households receiving remittances after adopting savings accounts suggests that there previously exist high costs associated with the informal channels of transferring remittances.

This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. A second study investigates the relationships between usability, responsiveness and reliability, and customer satisfaction, on one hand, and loyalty, on the other. The thesis employs a theoretical framework describing customer loyalty in the MBA context. An electronic questionnaire was sent to 500 YBCs in the Mid Sweden region (146 completed questionnaires were received), and confirmatory factor analysis and structural equation modelling were employed to test and develop a measurement model from the responses. Synthesizing the results of the studies performed suggests a model of MBA loyalty from the YBC perspective. The model indicates that cognitive and usability antecedents are significantly related to customer satisfaction, which in turn is significantly related to attitudinal and behavioural loyalty. Despite some limitations, the thesis has novel implications for theory and practice regarding YBC perceptions of MBAs. / <p>Vid tidpunkten för framläggningen av avhandlingen var följande delarbeten opublicerade: delarbete 1 (accepterat), delarbete 2 (accepterat).</p><p>At the time of the defence the following papers were unpublished: paper 1 (accepted), paper 2 (accepted).</p>

The fast paced evolution of technology has changed the way people interact with service providers in a significant way; the introduction of new service delivery channels has mainly been based on technological advances rather than on customer needs. During the last 20 years the banks have extended their service offerings from just having the branch offices to the multichannel service delivery systems of today, including; phones, computers and smartphone apps. Previous research has concluded that there were many barriers for mobile banking to become a widespread service delivery channel for banks, such as technical limitations, trust issues and social obstacles. In order to understand the role of the smartphone in this multichannel ecology, a qualitative interview study was undertaken focusing on the customers’ perception of the bank. The results show that the choice of channel is dependent on personal characteristics, perceived risk, context and how the task itself is perceived. The results show that the current role of the smartphone is complementary to the other channels, providing the customer with basic banking services wherever they are; it supports the customer in the activity of managing ones private economy and providing the informant with the feeling of control. The results also include insights into the life of three customers and their interaction with their bank over the course of one month in the form of customer journey maps.

The banking industry is constantly changing, resulting in more flexible payment methods and user-friendly services. Today's digital society attracts young people where new attitudes and behaviours are attributed. Thus, mobile banking applications are considered to be a technological development and streamlining of the bank. With this development, operational risks such as security risks may also arise. Trust is therefore of great importance for the relationship between bank customers and the bank in order to maintain customer satisfaction and customer loyalty. Previous research shows that young bank customers' confidence in mobile banking applications is influenced and connected by a number of factors. The purpose of the study is to describe and analyse the relationship between young bank customers' trust in mobile banking applications and perceived security risks. A quantitative research method is applied for this study. The method has been based on a deductive and positivistic approach based on theoretical frameworks that tests the study's six hypotheses. The empirical data that the study has applied was collected through a survey that was answered by 183 respondents. It was processed by using a univariate and bivariate analysis as well as a multiple regression analysis. The study's theoretical frame of reference introduces a number of theories with the purpose of investigating the study's background and problem discussion. An independent variable and five control variables have been developed as influential factors for young bank customers' trust in mobile banking applications. The independent variable is perception of security risks. The five control variables consist of gender, age, level of education, position and savings, all of which are related to the dependent variable trust. The results showed that there is no statistically significant relationship between young bank customers' trust in mobile banking applications in relation to gender, level of education and position. However, it was also discovered that there is a statistically significant connection between young bank customers' trust in mobile banking applications with respect to perception of security risks, age and savings. Beyond that it was also established that the older the bank customer is, the lower the customer's trust is in the mobile banking applications. / Bankbranschen förändras ständigt där allt fler flexibla betalningsmetoder och användarvänliga tjänster uppkommer. Dagens digitaliserade samhälle lockar till sig unga människor där nya attityder och beteenden attribueras. Således anses mobila bankapplikationer vara en teknologisk utveckling och effektivisering av banken. Med denna utveckling kan även operativa risker såsom säkerhetsrisker tillkomma. Förtroendet är följaktligen av stor betydelse för förhållandet mellan bankkunder och banken för att bevara kundnöjdheten och kundlojaliteten. Tidigare forskning visar att unga bankkunders förtroende för mobila bankapplikationer influeras av och uppvisar samband mellan ett flertal faktorer. Syftet med studien är att beskriva och analysera sambandet mellan unga bankkunders förtroende för mobila bankapplikationer och upplevda säkerhetsrisker. Studien tillämpar en kvantitativ forskningsmetod. Metoden baseras på en deduktiv och positivistisk ansats med utgångspunkt i teoretiska ramverk som prövar studiens sex hypoteser. Den empiriska datan har samlats in genom en enkätundersökning, som vidare besvarades av 183 respondenter. Därefter bearbetades data med hjälp av en univariat och bivariat analys samt en multipel regressionsanalys. Studiens teoretiska referensram introducerar ett flertal teorier med ändamål att utreda studiens bakgrund och problemdiskussion. En oberoende variabel och fem kontrollvariabler har framtagits som inflytelserika faktorer för unga bankkunders förtroende för mobila bankapplikationer. Den oberoende variabeln består av perception av säkerhetsrisker och de fem kontrollvariablerna utgörs av kön, ålder, utbildningsnivå, befattning och sparande, vilka alla står i relation till den beroende variabeln förtroende. Resultatet påvisar att det inte finns ett statistiskt säkerställt samband mellan unga bankkunders förtroende för mobila bankapplikationer i relation till kön, utbildningsnivå och befattning. Däremot tyder resultatet på ett statistiskt säkerställt samband mellan unga bankkunders förtroende för mobila bankapplikationer i förhållande till perception av säkerhetsrisker, ålder och sparande. Studiens resultat fastslog även att ju äldre den unga bankkunden är desto lägre förtroende erhåller kunden för de mobila bankapplikationerna.