Comparing consumer value creation in Internet and mobile banking

Abstract

The financial services sector has experienced major changes during the last decade. Among others, the technological development has reshaped the consumption of financial services. Banking especially has undergone changes unprecedented in its history. Understanding consumers, customer needs and values has become more important for financial institutions, not only due to the changing environment but also because of changed customer behaviour. The aim of this paper is to explore and compare consumer value creation in Internet and mobile banking. A qualitative in-depth interviewing method was applied in order to ascertain the factors that create value for customers in the use of the fund transfer service via personal computer and mobile phone. The results indicate that Internet and mobile channels differ in their potential to create value for customers' banking actions.