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Title:User experience with security elements in internet and mobile banking
Authors:ID Svilar, Aleksandra (Author)
ID Zupančič, Jože (Author)
Files:.pdf Organizacija_2016_Svilar,_Zupancic_User_Experience_with_Security_Elements_in_Internet_and_Mobile_Banking.pdf (637,90 KB)
MD5: EDC4781304993A8BCB566F252DCC2EC9
 
URL http://www.degruyter.com/view/j/orga.2016.49.issue-4/orga-2016-0022/orga-2016-0022.xml
 
Language:English
Work type:Scientific work
Typology:1.01 - Original Scientific Article
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:Background/Purpose: Maintaining a balance between security and a positive user experience in mobile and Internet banking is becoming increasingly difficult for the providers of banking services. The goal of our research is to analyse user opinions about the current situation: how users perceive security and how the authentication methods they are using affect user experience. Methodology: Data were collected using an online survey among the users of 15 banks operating in Slovenia, and statistical methods were applied to analyse them. Results of the users’ study were evaluated and commented by a limited number of interviewed banking security experts. Results: The results indicate that the use of mobile banking in Slovenia is relatively low, as only 30 percent of respondents use mobile banking along with Internet banking. Slovenian users perceive security to be the most important factor in mobile and online banking, closely followed by reliability. We also verified whether the users knew which authentication methods they were using: 69% of respondents selected the correct authentication method. The opinion of 88% of respondents was that authentication methods do not limit them when using mobile and Internet banking. Results of the study of user’s opinions did not surprise the experts, although experts’ views about the balance between security and usability diverged considerably. Conclusion: Our results indicate that, in Slovenia, users of the Internet and mobile banking services regard security to be the most important element in mobile or Internet banking and find user experience less important while they absolutely do want products that are easy to use.
Keywords:internet banking, mobile banking, security, user experience
Publication status:Published
Publication version:Version of Record
Year of publishing:2016
Number of pages:str. 251-261
Numbering:Letn. 49, št. 4
PID:20.500.12556/DKUM-65431 New window
ISSN:1318-5454
UDC:004.738.5
ISSN on article:1318-5454
COBISS.SI-ID:7864339 New window
DOI:10.1515/orga-2016-0022 New window
NUK URN:URN:SI:UM:DK:VDJEWKXT
Publication date in DKUM:04.04.2017
Views:2071
Downloads:450
Metadata:XML DC-XML DC-RDF
Categories:Misc.
:
SVILAR, Aleksandra and ZUPANČIČ, Jože, 2016, User experience with security elements in internet and mobile banking. Organizacija : revija za management, informatiko in kadre [online]. 2016. Vol. 49, no. 4, p. 251–261. [Accessed 31 March 2025]. DOI 10.1515/orga-2016-0022. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=65431
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Record is a part of a journal

Title:Organizacija : revija za management, informatiko in kadre
Shortened title:Organizacija
Publisher:Moderna organizacija
ISSN:1318-5454
COBISS.SI-ID:610909 New window

Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:04.04.2017

Secondary language

Language:Slovenian
Title:Vpliv varnostnih elementov na delo s spletnimi in mobilnimi bankami
Abstract:Ozadje in namen: Zagotavljanje ravnotežja med varnostjo v aplikacijah spletnega in mobilnega bančništva ter čim boljšo uporabniško izkušnjo postaja vse težja naloga za ponudnike spletnih in mobilnih bank. Cilj naše raziskave je ugotoviti kakšno mnenje imajo uporabniki o trenutnem stanju, predvsem kako trenutni varnostni elementi, ki jih upo­rabljajo, vplivajo na njihovo uporabniško izkušnjo. Metodologija: Podatke smo zbrali s spletno anketo med uporabniki 13 bank v Sloveniji in jih analizirali s statističnimi metodami. Rezultate študije med uporabnikov je analiziralo manjše število strokovnjakov na področju varnosti elek­tronskega bančništva. Rezultati: Rezultati kažejo, da je mobilno bančništvo v Sloveniji še vedno relativno malo uporabljena oblika bančništ­va, saj ga uporablja le blizu 30% uporabnikov spletnega bančništva. Varnost je uporabnikom najpomembnejši el­ement v spletnem ali mobilnem bančništvu, blizu pa ji sledi zanesljivost. Preverili smo tudi, koliko uporabniki vedo katere varnostne elemente uporabljajo banke s katerimi poslujejo. Skoraj 69%vprašanih je izbralo pravilen varnostni element. Kar 88% vprašanih pa je mnenja, da jih ti varnostni elementi pri delu ne ovirajo. Poleg raziskave z uporabniki smo v intervjujih za mnenje povprašali tudi strokovnjake s tega področja. Tudi strokovnjaki so v povprečju varnost postavili na prvo mesto, ob boku z uporabnostjo, vendar so mnenja posameznikov zelo raznolika. Rezultati raziskave mnenj uporabnikov strokovnjake niso presenetili. Zaključek: Kaže, da je v Sloveniji uporabnikom najpomembnejša varnost, uporabniška izkušnja pa je manj pomem­bna, čeprav si nedvomno želijo imeti čim lažje uporabne produkte.
Keywords:spletno bančništvo, mobilno bančništvo, varnost, uporabniška izkušnja


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  1. Organizacija

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