Mobila betaltjänster blir ett allt mer aktuellt ämne och den svenska marknaden är inget undantag. Idag erbjuds ett flertal mobila betaltjänster och därmed är det av stor vikt att undersöka vad som gör dem framgångsrika. I denna rapport har den mobila betaltjänsten Swish studerats. Denna undersökning har haft som avsikt att besvara en frågeställning rörande vilka faktorer som har en påverkan gällande acceptans, attityder och intentioner kring användandet av Swish. Vi avser även att undersöka eventuella samband mellan olika faktorer. I undersökningen har två grupper studerats, vilka är användare och icke-användare av Swish. I hopp om att besvara frågeställningen har Teknologiacceptansmodellen använts och även metoder som lämpar sig väl tillsammans med denna modell. Studiens empiri har samlats in via en elektronisk enkät, vilken utformats med hjälp av inspiration från tidigare studier samt egna tankar kring vad som kan ge intressanta resultat gällande Swish. Faktorn som enligt våra resultat haft starkast samband med Intention till användning och därmed acceptans och Faktisk användning, är för gruppen användare Upplevd användbarhet. För gruppen icke-användare visar faktorn Socialt inflytande starkast samband med Intention till användning och därmed även acceptans. / Mobile payment services is a topic that is becoming more widespread and the Swedish market is no exception. Today the market offers a number of mobile payment services, and thus it is of great importance to examine what makes them successful. In this report the mobile payment service Swish has been studied. This study has had the intention to answer a question regarding which factors that are affecting the acceptance, attitudes and intentions for the use of Swish. We also had the intention to examine possible relationships between the factors. In this study we have chosen to examine two groups, users and non-users of Swish. In hope of being able to answer the question, the Technology acceptance model was used and also methods that are suitable for this model. The study's empirical data was collected through an electronic survey, which was designed with inspiration from earlier studies and our own ideas about what could give interesting results regarding Swish. According to our findings Perceived usefulness is the factor that had the strongest relationship with Intention to use and thus acceptance and Actual usage for the group that we called users. For the group of non-users we have found that the factor Social influence had the strongest connection with Intention to use and acceptance.

Smartphones are often used in order to make purchases today and mobile payments are estimated to continue growing in numbers the following years. This makes mobile payment systems attractive to companies as a new business platform. It also increases the number of malicious users trying to exploit the systems for financial gain. This thesis is conducted for the company TaxiCaller which desires to integrate mobile payments into their existing service. It discusses the current security standards for mobile payments and evaluates existing mobile payment solutions. The focus of the evaluation is on the security of the solutions and vulnerabilities, as well as mitigations of identified vulnerabilities, are discussed. Based on the evaluation, a mobile payment solution is designed and implemented. This system fully integrates with TaxiCaller’s existing system. A threat analysis of the implemented mobile payment solution is performed to provide confidence in the security. This thesis also provides an insight into the ecosystem of mobile payments including the stakeholders, the regulations, the security standards and difficulties during implementations.

Technology development always makes the life easier and faster thus it also impacts the way we do business in our lives. As the widespread usage of mobile devices in recent years mobile technology has created an environment in which people around the world are getting closer. Recently the popularity of personal mobile devices like Ipad and Iphone leads to the appearance of opportunities to improve payments more fast and efficient. And for the past years various services and applications for mobile payment have been developed by the companies which are eager for the leader positions in the new market. With the development of mobile payment and the important relationship between payment and our lives, a lot of security risks associated with this field should be extensively studied. This thesis aims to analyze the security risks related to the mobile payment. This thesis uses an explorative method to research the stakeholders, critical assets and vulnerabilities within mobile payment by utilizing case studies of Square and Google Wallet. The information gathered from the case studies and security analysis is further analyzed by the dynamic network analysis tool (ORA) in order to discover the security risks. The results of this thesis indicate that accounts and business data are the most critical assets in mobile payment because accounts are the foundation to perform payment transactions. Further, the mobile payment service provider, merchant and consumer are the stakeholders affected most by the security risks. And this thesis concludes that all the stakeholders should be aware of the security risks within the mobile payment environment, and further if service and device providers want to keep continuous business they should make more effort to cooperate with each other to protect the users against these risks.

The objective of this research is to understand how consumers perceive mobile payment services and the consumers’ maturity level to adopt mobile payments in the Swedish market. To reach our objective interviews were conducted asking about consumers experience with current payment methods and how consumers perceive mobile payment services. Questions from the interviews are derived from theories about technology adoption mainly from Diffusion of Innovations and Technology Acceptance Model. In addition questions about how consumers perceive mobile payment services are based on existing and concept based features. The results show that consumers are open to, and can even consider paying to use the mobile phone as a payment instrument. At the moment mobile payment services are either based on Near Field Communication (NFC) or Quick Response (QR) code technologies at Point of Sale(POS) purchases. Consumer perceive each payment solution differently; NFC based payments were perceived as more convenient while QR code were perceived as more secure. In addition mobile payment services have the potential to incorporate additional features that can increase its attractiveness, such as storing loyalty cards digitally and the ability to transfer moneybetween accounts. The maturity level among the consumers are in an early stage because their knowledge about mobile payment services is very low at the moment, due to that the interviewees did not consider themselves as early adopters when new technologie s are introduced.

Mobile banking is a feature bringing customer transactions to the doorstep of mobile users by sitting at home. As the demand for mobile payment applications has increased, numerous payment applications are developed throughout the world. Every payment gateway must have certain customer acceptable conditions, usability is one such condition wherein every mobile payment application must fulfill the condition of user friendly with easily understandable features to the customer. Usability is guided by certain well-defined principles, for the optimum benefit of the user. Many researchers have worked on mobile payment applications but there are limited studies on usability comparison of payment gateways. Hence, an attempt is made in the present study to understand the two applications in two different socio-cultural contexts of Indian and Swedish societies, viz., Google Pay and PayPal respectively, on usability principles. The present study is designed with the objectives to analyze and compare satisfaction on Nielsen’s heuristic principles of PayPal and Google Pay payment users, and to the understanding association between satisfaction on Nielsen’s heuristic principles and various independent variables. A survey questionnaire, called “Personal Attitude Inventory for Measurement of satisfaction on Heuristic Principles” was developed to measure the satisfaction of users on heuristic principles of Nielsen of PayPal and Google Pay users. The validity and reliability of the questionnaire are established. The questionnaire is administered to 36 subjects, 18 subjects who are using Google Pay are drawn from India, and the other 18 subjects, using PayPal, are drawn from Sweden. Student t-tests and chi-squared tests are used to analyze the data. Significant differences are not found between PayPal and Google Pay users on the overall heuristic principles of Nielsen, and also on each of the 10 heuristic principles of Nielsen. It is inferred that both PayPal and Google Pay users are comparable on all heuristic principles. Majority of the users of these payment gateways have more satisfaction on all 10 heuristic principles. Results of the study further revealed no association between socio-demographic independent variables like age, gender, and different types of users of PayPal and Google Pay and satisfaction on heuristic principles. These two payment gateways have more or less equivalent features, facilitating similar perceptions and satisfaction levels on heuristic usability principles of Swedish and Indian samples. Several views are put forth for further research.

Antalet mobiltelefoner har ökat avsevärt de senaste åren. Med detta har även användningsområdena för dem ökat. Ett av dessa användningsområden är mobilbetalning, där mobiltelefonanvändaren kan betala med sin mobiltelefon på samma sätt som om de hade använt ett betalkort. Mobilbetalning är något som blivit stort på flera marknader i världen men inte i Sverige, trots att Sverige är ett land där mobiltelefonanvändningen är högre än i de flesta andra länder. Syftet med denna studie var att undersöka vilka faktorer som spelar in i vad som får svenska konsumenter att använda sig av mobilbetalning och till vilken grad dessa faktorer påverkar deras vilja att använda denna betalningsform. Vi började med att studera vilka faktorer som spelat in i liknande marknader och baserat på dessa presenterade vi ett antal hypoteser för vad som spelar in i adoptionen av mobilbetalning. För att undersöka konsumenternas åsikter använde vi oss av en enkät som spreds på webben och personligen till allmänheten i en stad i Sverige. För att analysera de data vi fick använde vi oss av linjär regressionsanalys. Vi kom slutligen fram till att de faktorer som spelar in i huruvida svenska konsumenter vill använda sig av mobilbetalning eller inte är förtroende, upplevd användbarhet och benägenhet till personlig innovation. / The number of mobile phones has increased considerably in recent years. With this, the uses for them has also increased. One of the applications is mobile payment, where mobile phone users can pay with their mobile phone just as if they had used a debit or credit card. Mobile payment is something that has become big in many markets in the world but not in Sweden, a country where mobile phone usage is high. The purpose of this study was to examine the factors that influence whether Swedish consumers are willing to use mobile payment or not and the degree to which these factors come into effect. We began by studying the factors that played an important role in similar markets, and based on those, we presented a number of hypotheses for what affects the adoption of mobile payment. To examine the consumer views, we used a survey that was spread on the web and in person to the general public in a city in Sweden. To analyze the retrieved data, we used linear regression analysis. We finally came to the conclusion that the factors that influence whether Swedish consumers want to use mobile payment or not are trust, perceived usefulness and personal innovation.

<p><em>I detta arbete har vi studerat tjänsten SMS-betalning. Vi har fokuserat på att utvärdera och beskriva tjänstens användningsområde samt dess styrkor och svagheter. Utifrån företaget Mobill, vars affärsidé är att utveckla en betalningstjänst via SMS har vi fått en bild av hur ett företag kan satsa på denna teknik. I en studie med konsumenterna har vi visat den generella bilden av inställningen till betalningstjänsten, detta för att vidare kunna utvärdera betalningssystemet. Dessa studier har båda en kvalitativ karaktär. Våra undersökningar har visat att betalningstjänstens främsta användningsområde är för mindre betalningar, så kallade mikrobetalningar, vid betalning av framför allt parkeringsavgifter, biljetter för transport, events och vägtullar. Konsumenternas attityd till betaltjänsten är positiv men fortfarande saknas det något för att en bredare användning ska utveckla sig. Vår studie visar dessutom att SMS-betalningen för med sig en stödtjänst nämligen SMS-biljetten, där SMS-systemet både ersätter betalningen av en biljett samt biljetten i sig. Något som kan ses som positivt och tala för tjänstens fortsatta tillväxt. Hotbilden är dock signifikant och utgörs av konkurrerande tjänster som kan substituera SMS-betalningen genom nyare, säkrare och mer effektiva betalningslösningar med mobiltelefonen som hjälpmedel. Om SMS-betalningens existens är hotad är dock mer tveksamt, möjligen på en längre sikt där även SMS-funktionen som kommunikations medel blir föråldrad och utbytt.</em></p> / <p><em>In this thesis we have made a study of SMS-payment. Our focus has been to describe and analyze the possible uses of the service as well as their strengths and weaknesses. Through the business of Mobill whose idea is to develop a payment method via SMS, we have obtained a picture of how a company invests in this technology. Our research has shown that the SMS-payments main area of use is for the so called micro payments, when paying parking fees, tickets for transportation, events or road tax. The attitude of the consumers is positive in general but there is still something missing that will enable a broader use of the service. Furthermore our study shows that the service also enables the customer to get an electronic ticket when paying tickets by SMS. This is a factor that might provide the payment method with more chance of success and further growth. However there is a significant threat to the service, provided by their competitors. These competitors are developing mobile payment systems that can be considered newer, safer and more effective than the SMS-payment and might end up being a substitution. Yet it is more questionable whether the existence of the SMS-payment is threatened. Perhaps in a long term view where even the SMS-function as a means of communicating will be considered old and ultimately end up being replaced.</em></p>

I detta arbete har vi studerat tjänsten SMS-betalning. Vi har fokuserat på att utvärdera och beskriva tjänstens användningsområde samt dess styrkor och svagheter. Utifrån företaget Mobill, vars affärsidé är att utveckla en betalningstjänst via SMS har vi fått en bild av hur ett företag kan satsa på denna teknik. I en studie med konsumenterna har vi visat den generella bilden av inställningen till betalningstjänsten, detta för att vidare kunna utvärdera betalningssystemet. Dessa studier har båda en kvalitativ karaktär. Våra undersökningar har visat att betalningstjänstens främsta användningsområde är för mindre betalningar, så kallade mikrobetalningar, vid betalning av framför allt parkeringsavgifter, biljetter för transport, events och vägtullar. Konsumenternas attityd till betaltjänsten är positiv men fortfarande saknas det något för att en bredare användning ska utveckla sig. Vår studie visar dessutom att SMS-betalningen för med sig en stödtjänst nämligen SMS-biljetten, där SMS-systemet både ersätter betalningen av en biljett samt biljetten i sig. Något som kan ses som positivt och tala för tjänstens fortsatta tillväxt. Hotbilden är dock signifikant och utgörs av konkurrerande tjänster som kan substituera SMS-betalningen genom nyare, säkrare och mer effektiva betalningslösningar med mobiltelefonen som hjälpmedel. Om SMS-betalningens existens är hotad är dock mer tveksamt, möjligen på en längre sikt där även SMS-funktionen som kommunikations medel blir föråldrad och utbytt. / In this thesis we have made a study of SMS-payment. Our focus has been to describe and analyze the possible uses of the service as well as their strengths and weaknesses. Through the business of Mobill whose idea is to develop a payment method via SMS, we have obtained a picture of how a company invests in this technology. Our research has shown that the SMS-payments main area of use is for the so called micro payments, when paying parking fees, tickets for transportation, events or road tax. The attitude of the consumers is positive in general but there is still something missing that will enable a broader use of the service. Furthermore our study shows that the service also enables the customer to get an electronic ticket when paying tickets by SMS. This is a factor that might provide the payment method with more chance of success and further growth. However there is a significant threat to the service, provided by their competitors. These competitors are developing mobile payment systems that can be considered newer, safer and more effective than the SMS-payment and might end up being a substitution. Yet it is more questionable whether the existence of the SMS-payment is threatened. Perhaps in a long term view where even the SMS-function as a means of communicating will be considered old and ultimately end up being replaced.

Submitted by Geraldo José Martins dos Santos (gera-martins@uol.com.br) on 2014-12-22T23:36:28Z No. of bitstreams: 1 20141222_Sistemas Informação_Geraldo dos Santos_DISSERTAÇÃO.pdf: 1534634 bytes, checksum: 06a2fe20308e98b4a0f9357f758760dd (MD5) / Approved for entry into archive by Ana Luiza Holme (ana.holme@fgv.br) on 2014-12-23T11:15:33Z (GMT) No. of bitstreams: 1 20141222_Sistemas Informação_Geraldo dos Santos_DISSERTAÇÃO.pdf: 1534634 bytes, checksum: 06a2fe20308e98b4a0f9357f758760dd (MD5) / Made available in DSpace on 2014-12-23T11:38:23Z (GMT). No. of bitstreams: 1 20141222_Sistemas Informação_Geraldo dos Santos_DISSERTAÇÃO.pdf: 1534634 bytes, checksum: 06a2fe20308e98b4a0f9357f758760dd (MD5) Previous issue date: 2014-12-01 / This study objects to identify aspects that can promote or limit the emergence of mobile payment arrangements (m-payments) that can be used in microcredit initiatives in Brazil. The microcredit theme was chosen not only for the huge potential to perform microcredit operations in Brazil but also for the aspect of economic and social integration that microcredit operations can provide. The choice of mobile payment theme was based on the versatility and innovation of this payment method, with potential for a major transformation of payment methods in the Brazilian market. The analysis of the use of mobile payment initiatives in microfinance arose due to the contributions this mode of payment can bring to perform microfinance operations. The objective of this qualitative study is to assist in understanding the supportive and limiting aspects for the use of mobile payment initiatives in microcredit, as well as to verify what contributions the use of mobile payment can bring to perform microfinance operations. Additionally, using the information obtained from the Relevant Social Groups (RSG) involved in these payment arrangements, this work also aims to identify the influences of these agents to form and to adapt these arrangements. Information to conduct this study was collected primarily through in-depth interviews with selected participants of RSG from these payment arrangements representatives. The interviews were transcribed at the end of this work and represent an important source of information to those interested in the subject, considering the richness of detail presented. For the understanding and interpretation of the object of study, the theoretical framework presented by Coase and Williamson (Transaction Costs), Gannamaneni e Ondrus (Multilevel Framework) was used. With the publication of Resolution 4.282 of Brazilian Central Bank in November 2013, establishing the regulatory framework that governs the authorization and operation of arrangements and payment institutions in Brazil, the subject of this study becomes even more relevant for the academic community participants in the microfinance market and RSG members of the mobile payment arrangements. We hope with this study contribute to a better understanding of the barriers and facilitators for adoption and development of mobile payment arrangements, but mostly that this study may contribute to a greater interaction of these arrangements with microcredit initiatives. / Este estudo tem por objetivo identificar os aspectos que podem promover ou limitar o surgimento de arranjos de pagamentos de mobile payment (pagamentos móveis) que possam ser utilizados nas iniciativas de microcrédito no Brasil. O tema microcrédito foi escolhido em função do enorme potencial para a realização de operações de microcrédito no Brasil, bem como pelo aspecto de integração econômico-social que as operações de microcrédito podem proporcionar. A escolha do tema mobile payment ocorreu em função da versatilidade e inovação desta modalidade de pagamento, com potencial para uma grande transformação dos meios de pagamentos no mercado brasileiro. A análise da utilização do mobile payment nas iniciativas de microcrédito surgiu em função das contribuições que tal modalidade de pagamento pode trazer para a realização de operações de microcrédito. O objetivo deste estudo qualitativo é auxiliar na compreensão dos aspectos limitadores e incentivadores para a utilização do mobile payment nas iniciativas de microcrédito, bem como verificar quais contribuições a utilização do mobile payment pode trazer para a realização de operações de microcrédito. Adicionalmente, por meio das informações obtidas junto aos Grupos Sociais Relevantes (GSR) envolvidos nos arranjos de pagamentos, a presente pesquisa pretende ainda identificar as influências destes agentes para a formação e adaptação desses arranjos. As informações para a realização deste estudo foram coletadas principalmente por meio de entrevistas em profundidade com representantes selecionados dos GSR participantes dos arranjos de pagamentos. As entrevistas realizadas foram transcritas e constam no final do trabalho, representando uma fonte importante de informação aos interessados no tema, em função da riqueza de detalhes apresentados. Para a compreensão e interpretação do objeto de estudo, foi utilizado o referencial teórico apresentado por Coase e Williamson (Teoria dos Custos de Transação), Gannamaneni e Ondrus (Multilevel Framework). Com a publicação da Resolução 4.282 do Banco Central do Brasil em novembro de 2013, instituindo o marco regulatório que disciplina a autorização e o funcionamento de arranjos e instituições de pagamento no Brasil, o objeto de análise em questão torna-se ainda mais relevante para a comunidade acadêmica, participantes do mercado de microcrédito e GSR integrantes dos arranjos de mobile payment. Espera-se com isso contribuir para um melhor entendimento das barreiras e facilitadores para a adoção e desenvolvimento dos arranjos de pagamentos de mobile payment, e, principalmente, que esta pesquisa possa contribuir para uma maior interação destes arranjos com as iniciativas de microcrédito.

The rapid development of technology is quickly changing the everyday lives of people, and it is now possible to use a mobile phone to pay at the checkout in stores. However, being able to pay with a mobile phone has no intrinsic value over existing payment methods, and thus banks have to find a way to add value to their mobile payment services through inter-industry collaboration with other actors. The aim of this report is to find how banks can collaborate with other actors in order to strengthen their brand in the mobile payment business. Through a literature review and several interviews with representatives in the financial industry, merchant sector, and academia, this report answers questions related to the market in Sweden, dominant design, network externalities, business collaboration, trust, and co-branding. This report found that there is a difference in prioritization regarding features and qualities of mobile payments between different segments in the market, and banks should choose a segment to focus their efforts on. There is also a need for discussion in the market between different actors in order to promote the standardization needed to develop mobile payment services further, and banks should therefore collaborate with other actors regarding standards, even if the collaboration does not need to involve resource sharing. Co-branding with other actors could also be a way banks to enhance their brand in mobile payments and reach new market segments. Trust is a critical factor for the success of mobile payments and the handling of customer data will be one of the biggest issues to solve for the banks and their collaborators. Finally, the most important conclusion of this report is that the banks have to find a business model which is attractive enough to the merchants in order to attract them in collaboration and be able to create added value to mobile payments. / Den snabba utvecklingen av tekniken förändrar snabbt vardagen för människor, och det är nu möjligt att använda en mobiltelefon för att betala i kassan i butiker. Att kunna använda en mobiltelefon för att betala istället för nuvarande betalningssätt har dock inget egenvärde och banker måste därför hitta ett sätt att addera värde till sina mobilbetalningstjänster genom att samarbeta med andra aktörer över industrigränserna. Målet med denna rapport är att finna hur banker kan samarbeta med andra aktörer för att stärka sitt varumärke inom mobilbetalningsbranchen. Med hjälp av literaturstudier och flera intervjuer med representanter från finansindustrin, handeln och akademi svarar den här rapporten på frågeställningar relaterade till den svenska marknaden, dominant design, nätverkseffekter, affärssamarbeten, tillit och varumärkessamarbeten. Rapporten visar att det finns skillnader mellan de olika marknadssegmenten gällande prioriteringen av funktioner och egenskaper hos mobila betalningar, och att banker bör välja ett segment att fokusera på. Vidare fann rapporten att det krävs diskussion på marknaden mellan de olika aktörerna för att främja framtagningen av den standardisering som krävs för att föra utvecklingen av mobila betalningar framåt. Banker borde därför samarbeta med andra aktörer för att få fram en sån standard, även om det inte behöver innebära att man delar resurser. Varumärkessamarbeten med andra aktörer kan också användas av banker för att förstärka sitt varumärke inom mobila betalningar och nå nya marknadssegment. Tillit är en kritisk faktor för att mobila betalningar ska lyckas, och hanteringen av kunddata kommer vara ett av de största problemen för bankerna och deras samarbetspartners att lösa. Slutligen så är den viktigaste slutsatsen av den här rapporten att banker måste skapa en affärsmodell som är tillräckligt attraktiv för handlare för att kunna locka till sig dem till samarbeten och kunna skapa mervärde till mobila betalningar.