Banking is entering a new era where the physical bank office is being replaced by a variety of alternative technical solutions. Today the option of mobile banking exists in both business and our every day life.
This study investigates how small business owners define accessibility and safety in a mobile banking context, by analyzing the contents of six interviews of small business owners in Sweden. Further, this study investigates the relationship between the terms accessibility and safety, and also their influences on the user experience in mobile banking, also by content analysis applied on data from qualitative interviews.
The results provide a set of definitions for the terms accessibility and safety in a setting of mobile banking by small business owners, where it has contradictory become clear that small business owners value a variety of different aspects to access and deal with banking errands not restricted to only the matter of mobile banking, affecting both their view of accessibility and safety. A relationship between the terms is found concerning mainly the ability to get in touch with the bank in a variety of ways, such as by voice call or through their computer, boosting the safety feeling.
2015. , 29 p.