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Measuring Client’s Feelings on Mobile Banking

Author

Listed:
  • Orkida Ilollari

    (Mediterranean University of Albania)

  • Petraq Papajorgji

    (European University of Tirana, Albania)

  • Adrian Civici

    (Mediterranean University of Albania)

  • Howard Moskowitz

    (White Plains, New York, USA)

Abstract

Mobile banking is relatively a new service offered by banks around the world. Banks are obliged to keep investing in new technologies as otherwise, they would lose competitiveness and market share. It is, although interesting, to know how clients react to these innovation efforts. This study aims to understand the client’s responses to bank innovation, especially to mobile banking technology in Albania. An online experiment is conceived based on Experimental Design Principles. Participants evaluate combinations of messages (elements) about mobile banking and rate each combination. The collected data are used to create individual models and later a general model to calculate the statistical relevance of each of the messages. The models use ordinary least squares regression and advanced data mining techniques (k—means clustering) to analyze the data and classify participants accordingly. At the end of the analyses, a set of two or three mindsets are depicted to show what pushes participants in the study in their decision-making process. These mindsets help banks understand clients’ reactions and allow banks to address different issues to serve their clients better.

Suggested Citation

  • Orkida Ilollari & Petraq Papajorgji & Adrian Civici & Howard Moskowitz, 2022. "Measuring Client’s Feelings on Mobile Banking," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 23(1), pages 28-39, June.
    • Handle: RePEc:rse:wpaper:v:23:y:2022:i:1:p:28-39
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    References listed on IDEAS

    as
    1. Antonio Mucherino & Petraq J. Papajorgji & Panos M. Pardalos, 2009. "Data Mining in Agriculture," Springer Optimization and Its Applications, Springer, number 978-0-387-88615-2, December.
    2. Shahzada Nayyar Jehan & Zaid Ahmad Ansari, 2018. "Internet Banking Adoption in Saudi Arabia: An Empirical Study," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 1-57, August.
    3. Orkida Ilollari (Findiku) & Gentiana Gjino, 2013. "Which forces drive the banks to new investments? Innovation mechanisms banks use to succeed challenges," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 6(2), pages 121-130, December.
    4. Gentiana Gjino & Orkida Ilollari (Findiku), 2014. "Mobile banking: near future of banking," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 7(1), pages 43-51, June.
    5. Butler, Patrick & Peppard, Joe, 1998. "Consumer purchasing on the Internet:: Processes and prospects," European Management Journal, Elsevier, vol. 16(5), pages 600-610, October.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Bank; Clients; Mind Genomics Technology; Mobile Banking; Statistical Models;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services

    Statistics

    Access and download statistics

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