Study Background

The findings reported formed partofa larger study which sought to explore the future of mobile banking based upon stakeholder opinion. The study applied a futures methodology as the future adoption of banks was considered least understood and most important to develop and understand. The main study was conducted over two sequential phases. Samples were drawn purposefully. Initially a dedicated mobile banking blog was created to raise awareness of the study, identify potential Delphi participants and inform the Delphi questionnaire. The dominant data collection stage was a modified Delphi study that was administered via the Internet (online and email) over two rounds, consisting of 72 global experts representing eight mobile stakeholder industries; namely, retail banking, mobile telecommunications providers, academics, technology providers, mobile banking solution providers, mobile phone handset manufacturers, mobile payments providers and industry practitioners. The study sought to secure a wide breadth of disciplinary backgrounds, understanding and location. Delphi, the main methodological tool, is a flexible, insightful methodology suitable for studying complex phenomena, such as mobile banking where uncertainty exists, where technologies are at an early stage of diffusion, experts come from different fields and results can be generalised. Essentially Delphi is a ‘structured communication’ process in which several questionnaires are administered to a predetermined panel of experts in a number of “rounds”, between which feedback is provided, in order for stability/consensus of opinion to be established. It is particularly suited to situations where there is a lack of available information-this is certainly true as regards bank adoption and the future of mobile banking. The panel were presented with a pre-determined list of drivers and barriers drawn from the blog and existing literature.

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