Page 7 - Consumers and Mobile Financial Services 2014

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Contents

Executive Summary ................................................................................................................. 1

Introduction ............................................................................................................................... 3
Survey Background .................................................................................................................... 3
Overview of the Mobile Phone Market .......................................................................................... 4
Trends in the Utilization of Mobile Banking and Payments ............................................................. 4

Accessing Financial Services ................................................................................................ 7
Mobile Banking ........................................................................................................................... 7
Mobile Payments ...................................................................................................................... 11
Mobile Security ......................................................................................................................... 15

How Mobile Phones Affect Shopping Behavior .......................................................... 17
Interest in Mobile Services ......................................................................................................... 17
In-Store Product Research and Price Comparison ...................................................................... 17

Use of Mobile Phones in Financial Decisionmaking ................................................ 19

Conclusion ................................................................................................................................ 21

Appendix 1: Technical Appendix on Survey Methodology ..................................... 23

Appendix 2: Survey of Consumers’ Financial Decisionmaking Using
New Technologies—Questionnaire .................................................................................. 25
Banking Section ........................................................................................................................ 25
Mobile Banking Users ............................................................................................................... 32
Mobile Payments Users ............................................................................................................. 34
Non-Mobile Banking Users ........................................................................................................ 37
Non-Mobile Payments Users ..................................................................................................... 39

Appendix 3: Consumer Responses to Survey Questionnaire .................................. 47