This chapter focuses on the analysis and interpretation of primary and secondary data that were gathered during the data collection period in the summer of 2010. Both quantitative and qualitative methods are employed in the data analysis and more so in answering the research questions raised in the previous chapters. This chapter will first present descriptive data which was collected based on the survey carried out in the Netherlands. Inferential data analysis will then be made and followed by a discussion and presentation of the findings.
In this section information about the survey questionnaire will be presented, the respondents and the general overview of the data collected.
An online survey was organized to examine the degree of customer acceptance for various Mobile Banking and Payment services and the customer’s willingness to pay for them in the Netherlands. The customer acceptance of mobile banking and payment was surveyed in summer of July 2010 in the Netherlands targeting all the Dutch whether using or not using mobile phones to do banking and payments. The target number of the respondent was 150 of which 132 responses were recorded. 128 of the responses were complete and usable, with an overall response rate of 128/150. This sample size satisfies the requirement of social science research as stated by Kraemer (1993). The survey responses from the participants were in general more complete than the researcher had initially anticipated with some respondents giving their own experience with mobile banking and payments in the Dutch. Only 4 participants did not answer one or two items in the questionnaire, with the rest of the items answered.
Most of the respondents maintain their bank accounts with ING having 52% of the respondents. Rabobank and ABN AMRO had 26% and 21% of the respondents respectively. Interestingly only 5% of the respondents did not have bank accounts. This shows that most of the respondents are banked and accessible to financial services.
55% of the participants replied in affirmative to the question, whether their bank offered Mobile Banking services ranging from mobile accounting, mobile brokerage to mobile financial services; 45% replied in negative. The 33% of the respondents were not aware of such offers by their bank. The encouraging side of this fact is that as many as 77% of the participants were aware of Mobile Banking and believed to know, whether or not their bank offered it. 63% of all survey participants (81 of 128) reported to have used mobile financial services, at least 56% amongst them stated to be regular users (used mobile banking at least once or twice a day); another 16% used Mobile Banking occasionally.11% reported having discontinued their usage or have never used mobile banking. 48% of Mobile Banking users were males.
The chart below indicates responses of the mobile banking services the respondents would conceive to use.
From the above figure, Mobile Accounting enjoys high popularity. 92% of the existing users of Mobile Banking utilise it and 64% of the non-users can imagine using it. Mobile financial information is also preferred by the respondents, 78% of the users utilize it while 44% of the non-users conceive using it. Overall 65% of all respondents conceive to use mobile accounting, followed by mobile financial information at 62% and mobile brokerage at 22% while 10% of the respondents would conceive to utilize none of the mobile banking services. This shows that mobile banking is considered important among the respondents.
一个网上调查组织检查客户接受各种移动银行和支付服务的程度和客户的支付意愿，他们在荷兰。移动银行和支付的客户接受调查，在七月2010日在荷兰针对所有的荷兰是否使用或不使用手机做银行和支付。被申请人的目标数为132，其中150个反应记录。128的反应是完整的和可用的，与整体的响应率为128 / 150。这个样本满足社会科学研究的要求，正如Kraemer（1993）。从参与者的调查反应一般比研究人员的初步预期，一些受访者给自己的经验与移动银行和支付在荷兰的调查。只有4名参与者没有回答一个或两个项目的问卷调查，其余的项目回答。