{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T16:27:32Z","timestamp":1781108852237,"version":"3.54.1"},"reference-count":67,"publisher":"IGI Global Scientific Publishing","issue":"4","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,10,1]]},"abstract":"<p>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.<\/p>","DOI":"10.4018\/jthi.2011100101","type":"journal-article","created":{"date-parts":[[2011,10,19]],"date-time":"2011-10-19T12:53:42Z","timestamp":1319028822000},"page":"1-16","source":"Crossref","is-referenced-by-count":1,"title":["A Usability Comparison of SMS and IVR as Digital Banking Channels"],"prefix":"10.4018","volume":"7","author":[{"given":"Gareth","family":"Peevers","sequence":"first","affiliation":[{"name":"The University of Edinburgh, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Gary","family":"Douglas","sequence":"additional","affiliation":[{"name":"The University of Edinburgh, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Mervyn A.","family":"Jack","sequence":"additional","affiliation":[{"name":"The University of Edinburgh, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Diarmid","family":"Marshall","sequence":"additional","affiliation":[{"name":"The University of Edinburgh, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jthi.2011100101-0","unstructured":"Ahmed, Z. (2004). Youth drives India\u2019s mobile phone revolution. Retrieved from http:\/\/news.bbc.co.uk\/1\/hi\/business\/3585257.stm"},{"key":"jthi.2011100101-1","doi-asserted-by":"publisher","DOI":"10.1016\/S0268-4012(01)00011-1"},{"key":"jthi.2011100101-2","doi-asserted-by":"publisher","DOI":"10.1016\/0953-5438(96)01025-9"},{"issue":"3","key":"jthi.2011100101-3","first-page":"118","article-title":"A study of the effect of thumb sizes on mobile phone texting satisfaction.","volume":"3","author":"V.Balakrishnan","year":"2008","journal-title":"Journal of Usability Studies"},{"key":"jthi.2011100101-4","unstructured":"Balakrishnan, V., Yeow, H. P., & Ngo, D. C. L. (2005). An investigation on the ergonomic problems of using mobile phones to send SMS. In P. D. Bust & P. T. McCabe (Eds.), Proceedings of the Contemporary Ergonomics 2005 Conference (pp. 195-199). London, UK: Taylor & Francis."},{"key":"jthi.2011100101-5","doi-asserted-by":"publisher","DOI":"10.1016\/j.intcom.2005.09.005"},{"key":"jthi.2011100101-6","doi-asserted-by":"publisher","DOI":"10.1016\/S0268-4012(03)00065-3"},{"key":"jthi.2011100101-7","unstructured":"Christopher, P. (1999). Older adults \u2013 Special considerations for special people. Retrieved from http:\/\/www.gsu.ed\/~mstswh\/course\/it7000\/papers\/newpage31.htm"},{"key":"jthi.2011100101-8","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2004.12.001"},{"key":"jthi.2011100101-9","doi-asserted-by":"publisher","DOI":"10.1287\/isre.3.1.60"},{"key":"jthi.2011100101-10","doi-asserted-by":"publisher","DOI":"10.1016\/j.intcom.2004.11.002"},{"key":"jthi.2011100101-11","unstructured":"Friedman, Z., Mukherji, S., Roeum, G. K., & Ruchir, R. (2001). Data input into mobile phones: T9 or keypad? Retrieved June 10, 2006, from http:\/\/www.otal.umd.edu.\/SHORE2001\/mobilePhone\/index.html"},{"issue":"1","key":"jthi.2011100101-12","first-page":"345","article-title":"Measuring usability: are effectiveness, efficiency and satisfaction really correlated?","volume":"2","author":"E.Frokjaer","year":"2000","journal-title":"CHI Letters"},{"key":"jthi.2011100101-13","doi-asserted-by":"publisher","DOI":"10.1016\/j.cose.2005.04.003"},{"key":"jthi.2011100101-14","doi-asserted-by":"publisher","DOI":"10.1016\/S1071-5819(03)00043-0"},{"key":"jthi.2011100101-15","doi-asserted-by":"crossref","unstructured":"Hudson, W. (2002). The lost world of e-banking. ACM SIGCHI Bulletin, 34(5).","DOI":"10.1145\/3263510"},{"key":"jthi.2011100101-16","doi-asserted-by":"crossref","unstructured":"Hyvarinen, T., Kaikkonen, A., & Hiltunen, M. (2005). Placing links in mobile banking applications. In Proceedings of the 7th International Conference on Human Computer Interaction with Mobile Devices and Services, Salzburg, Austria (pp. 63-68). New York, NY: ACM.","DOI":"10.1145\/1085777.1085788"},{"key":"jthi.2011100101-17","first-page":"103","article-title":"Generalized slowing in sinusoidal tracking in older adults.","volume":"9","author":"R. J.Jagacinski","year":"1995","journal-title":"Psychology and Aging"},{"key":"jthi.2011100101-18","doi-asserted-by":"crossref","unstructured":"James, C. L., & Reischel, K. M. (2001, March 31-April 5). Text input for mobile devices: Comparing model prediction to actual performance. In Proceedings of CHI\u201901: Human Factors in Computing Systems, Seattle, WA (pp. 365-371). New York, NY: ACM Press.","DOI":"10.1145\/365024.365300"},{"key":"jthi.2011100101-19","doi-asserted-by":"publisher","DOI":"10.1145\/953460.953485"},{"issue":"1","key":"jthi.2011100101-20","first-page":"19","article-title":"Changes in the Banking Sector - the case of Internet Banking in the UK. Internet Research: Electronic Networking","volume":"10","author":"C.Jayawardhena","year":"2000","journal-title":"Applications and Policy"},{"issue":"1","key":"jthi.2011100101-21","first-page":"4","article-title":"Usability testing of mobile application: A comparison between laboratory and field testing.","volume":"1","author":"A.Kaikkonen","year":"2005","journal-title":"Journal of Usability Studies"},{"key":"jthi.2011100101-22","doi-asserted-by":"publisher","DOI":"10.1108\/09590550210429540"},{"key":"jthi.2011100101-23","doi-asserted-by":"publisher","DOI":"10.1111\/j.1365-2575.2007.00269.x"},{"key":"jthi.2011100101-24","doi-asserted-by":"publisher","DOI":"10.1016\/S0953-5438(97)00037-4"},{"key":"jthi.2011100101-25","unstructured":"Kim, K., & Prabhakar, B. (2000, December 10-13). Initial trust, perceived risk, and the adoption of internet banking. In Proceedings of the 21st International Conference on Information Systems, Brisbane, QLD, Australia (pp. 537-543)."},{"key":"jthi.2011100101-26","doi-asserted-by":"publisher","DOI":"10.1037\/0096-3445.125.4.331"},{"key":"jthi.2011100101-27","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2008.03.002"},{"key":"jthi.2011100101-28","doi-asserted-by":"publisher","DOI":"10.1016\/j.intcom.2005.11.006"},{"key":"jthi.2011100101-29","doi-asserted-by":"crossref","unstructured":"Kurniawan, S. H., Nugroho, Y., & Mahmud, M. (2006). A study of the use of mobile phones by older persons. In Proceedings of CHI\u201906: Human Factors in Computing Systems, Montreal, QC, Canada (pp. 989-994). New York, NY: ACM Press.","DOI":"10.1145\/1125451.1125641"},{"key":"jthi.2011100101-30","doi-asserted-by":"crossref","first-page":"905","DOI":"10.1016\/B978-0-444-70536-5.50047-6","article-title":"Research methods in human-computer interaction","author":"T. K.Landauer","year":"1988","journal-title":"Handbook of Human-Computer Interaction"},{"key":"jthi.2011100101-31","doi-asserted-by":"publisher","DOI":"10.1108\/14637150710834550"},{"key":"jthi.2011100101-32","doi-asserted-by":"publisher","DOI":"10.1504\/IJMC.2005.007021"},{"key":"jthi.2011100101-33","doi-asserted-by":"publisher","DOI":"10.1016\/j.intcom.2009.06.004"},{"key":"jthi.2011100101-34","doi-asserted-by":"publisher","DOI":"10.1108\/09590550310476079"},{"key":"jthi.2011100101-35","doi-asserted-by":"publisher","DOI":"10.1016\/j.intcom.2005.04.002"},{"issue":"1","key":"jthi.2011100101-36","first-page":"136","article-title":"When 100% really isn\u2019t 100%: Improving the accuracy of small-sample estimates of completion rates.","volume":"3","author":"J. R.Lewis","year":"2006","journal-title":"Journal of Usability Studies"},{"key":"jthi.2011100101-37","doi-asserted-by":"publisher","DOI":"10.1016\/S0378-7206(01)00097-0"},{"key":"jthi.2011100101-38","first-page":"140","article-title":"A technique for the measurement of attitudes.","author":"R.Likert","year":"1932","journal-title":"Archives de Psychologie"},{"key":"jthi.2011100101-39","article-title":"SMS og hvordan elder blir utestengt","author":"R.Ling","year":"2007","journal-title":"Livet I og utenfor skjermene"},{"key":"jthi.2011100101-40","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2004.03.003"},{"key":"jthi.2011100101-41","unstructured":"Martin, O. (2010). Texting was never actually designed for the consumer market. The Guardian. Retrieved from http:\/\/www.guardian.co.uk\/business\/2010\/jan\/01\/texting-never-designed-for-consumers"},{"key":"jthi.2011100101-42","unstructured":"News, B. B. C. (2005a, October 28). Vodafone buys into India\u2019s Bharti. Retrieved from http:\/\/news.bbc.co.uk\/1\/hi\/business\/4384258.stm"},{"key":"jthi.2011100101-43","unstructured":"News, B. B. C. (2005b, May 21). A back-to-basics mobile launched. Retrieved from http:\/\/news.bbc.co.uk\/1\/hi\/technology\/4566809.stm"},{"key":"jthi.2011100101-44","doi-asserted-by":"publisher","DOI":"10.1109\/JPROC.2003.819611"},{"key":"jthi.2011100101-45","unstructured":"Ornella, P., & Stephanie, B. (2006). Universal Designs for Mobile Phones: A Case Study. In Proceedings of the Computer Human Interaction 2006 Conference."},{"key":"jthi.2011100101-46","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2007.09.005"},{"key":"jthi.2011100101-47","article-title":"Laboratory studies","author":"G.Peevers","year":"2009","journal-title":"Handbook of Mobile Technology Research Methods"},{"key":"jthi.2011100101-48","doi-asserted-by":"publisher","DOI":"10.1108\/02652320910950196"},{"key":"jthi.2011100101-49","doi-asserted-by":"crossref","unstructured":"Pousttchi, K., & Schurig, M. (2004, January 5-8). Assessment of today\u2019s mobile banking applications from the view of customer requirements. In Proceedings of the 37th Hawaii International Conference on System Sciences, Big Island, HI. Washington, DC: IEEE Computer Society.","DOI":"10.1109\/HICSS.2004.1265440"},{"key":"jthi.2011100101-50","doi-asserted-by":"crossref","unstructured":"Root, R. W., & Draper, S. (1983, December 12-15). Questionnaires as a software evaluation tool. In Proceedings of the CHI 83 Conference, Boston, MA. New York, NY: ACM.","DOI":"10.1145\/800045.801586"},{"key":"jthi.2011100101-51","unstructured":"Rumpa, G. (2005, February 6). Are you banking more on your mobile? The Times of India. Retrieved from http:\/\/timesofindia.indiatimes.com\/articleshow\/1013140.cms"},{"key":"jthi.2011100101-52","doi-asserted-by":"crossref","unstructured":"Sauro, J., & Lewis, J. R. (2005). Estimating completion rates from small samples using binomial confidence intervals: comparisons and recommendations. In Proceedings of the Human Factors and Ergonomics Society Annual Meeting (HFES 2005), Orlando, FL.","DOI":"10.1037\/e577532012-007"},{"key":"jthi.2011100101-53","doi-asserted-by":"publisher","DOI":"10.1016\/S0167-4048(01)00712-X"},{"key":"jthi.2011100101-54","doi-asserted-by":"publisher","DOI":"10.1016\/j.intcom.2003.11.007"},{"key":"jthi.2011100101-55","unstructured":"Soriano, C., Raikundalia, G. K., & Szajman, J. (2005). A usability study of short message service on middle-aged users. In Proceedings of the OZCHI 2005 Conferece, Canberra, ACT, Australia."},{"key":"jthi.2011100101-56","doi-asserted-by":"publisher","DOI":"10.1016\/S1567-4223(02)00017-0"},{"key":"jthi.2011100101-57","unstructured":"Suoranta, M. (2003). Adoption of mobile banking in Finland. Studies in Business and Management, 28."},{"key":"jthi.2011100101-58","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.fsm.4770132"},{"key":"jthi.2011100101-59","unstructured":"The Mobile Data Association. (2009). The Q4 2008 UK mobile report. Retrieved from http:\/\/www.themda.org\/mda-press-releases\/the-q4-2008-uk-mobile-trends-report.php"},{"key":"jthi.2011100101-60","unstructured":"Tiwari, R., Buse, S., & Herstatt, C. (2007). Mobile services in banking sector. The role of innovative business solutions in generating competitive advantage. In Proceedings of the 8th International Research Conference on Quality, Innovation and Knowledge Management."},{"key":"jthi.2011100101-61","doi-asserted-by":"publisher","DOI":"10.1093\/geronb\/52B.1.P40"},{"key":"jthi.2011100101-62","unstructured":"Ward, L. (2004, December 23). Texting \u2018is no bar to literacy\u2019. Guardian Unlimited. Retrieved from http:\/\/education.guardian.co.uk\/schools\/story\/0,5500,1378951,00.html"},{"key":"jthi.2011100101-63","doi-asserted-by":"publisher","DOI":"10.1016\/j.cose.2008.09.008"},{"key":"jthi.2011100101-64","doi-asserted-by":"crossref","unstructured":"Weir, C. S., Douglas, G., Richardson, T., & Jack, M. (2009). Usable Security: User Preferences for authentication methods in eBanking and the effects of experience. Interacting with Computers.","DOI":"10.1016\/j.intcom.2009.10.001"},{"key":"jthi.2011100101-65","first-page":"91","article-title":"Usability engineering: Our experience and evolution","author":"J.Whiteside","year":"1988","journal-title":"Handbook of human computer interaction"},{"key":"jthi.2011100101-66","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2004.08.001"}],"container-title":["International Journal of Technology and Human Interaction"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=58933","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T12:52:50Z","timestamp":1654087970000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jthi.2011100101"}},"subtitle":[""],"short-title":[],"issued":{"date-parts":[[2011,10,1]]},"references-count":67,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2011,10]]}},"URL":"https:\/\/doi.org\/10.4018\/jthi.2011100101","relation":{},"ISSN":["1548-3908","1548-3916"],"issn-type":[{"value":"1548-3908","type":"print"},{"value":"1548-3916","type":"electronic"}],"subject":[],"published":{"date-parts":[[2011,10,1]]}}}