A Usability Comparison of SMS and IVR as Digital Banking Channels

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Author(s): Gareth Peevers (The University of Edinburgh, UK), Gary Douglas (The University of Edinburgh, UK), Mervyn A. Jack (The University of Edinburgh, UK)and Diarmid Marshall (The University of Edinburgh, UK)
Copyright: 2013
Pages: 16
Source title: User Perception and Influencing Factors of Technology in Everyday Life
Source Author(s)/Editor(s): Anabela Mesquita (ISCAP/IPP and Algoritmi Centre, University of Minho, Portugal)
DOI: 10.4018/978-1-4666-1954-8.ch007

Keywords: Human Aspects of Technology / Information Science Reference / Social Sciences & Humanities

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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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A Usability Comparison of SMS and IVR as Digital Banking Channels

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