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모바일 뱅킹, 비접촉 결제 및 mCommerce에 대한 소비자 태도 조사 : 영국 및 미국(2019년 1월)

Commerce Survey - Consumer Attitudes to Mobile Banking, Contactless Payments & mCommerce Survey: UK/US January 2019

리서치사 Juniper Research
발행일 2019년 01월 상품 코드 780588
페이지 정보 영문
가격
£ 1,250 ₩ 1,833,000 Web Access - UK Survey Report (Enterprise Wide License)
£ 1,250 ₩ 1,833,000 Web Access - US Survey Report (Enterprise Wide License)
£ 2,250 ₩ 3,301,000 Web Access - Full Survey Suite (Enterprise Wide License)


모바일 뱅킹, 비접촉 결제 및 mCommerce에 대한 소비자 태도 조사 : 영국 및 미국(2019년 1월) Commerce Survey - Consumer Attitudes to Mobile Banking, Contactless Payments & mCommerce Survey: UK/US January 2019
발행일 : 2019년 01월 페이지 정보 : 영문

영국 및 미국의 18세 이상 소비자를 대상으로 mCommerce, 비접촉 결제(Contactless Payments) 및 모바일 뱅킹(Mobile Banking)의 이용 태도에 대해 조사분석하여 전해드립니다.

미국

  • PowerPoint 컨텐츠
  • 서론 & 조사 방법
  • 요점 : 비접촉 결제
  • 요점 : 모바일 뱅킹 & eCommerce
  • 비접촉 결제 : 소비자 이용 & 태도
  • mCommerce : 소비자 이용 & 태도
  • 모바일 뱅킹 : 소비자 이용 & 태도

조사 항목

비접촉 결제

  • 비접촉 또는 '탭&페이' 결제를 이용하고 있습니까?
  • 다음의 비접촉 결제 수단을 어느 정도의 빈도로 사용하고 있습니까?
  • 이용하고 있는 다음의 비접촉 결제 서비스 프로바이더를 채점해 주십시오.
  • 비접촉 결제 시행시 가장 빈번히 이용하는 결제 서비스 또는 카드는 무엇입니까?
  • 비접촉 결제를 이용하는 주요 이유는 무엇입니까?
  • 비접촉 결제의 이용에서 가지고 있는 문제는 무엇입니까?
  • 비접촉 결제에서 다음의 보안 수단을 어떻게 이용하고 있습니까?
  • 비접촉 결제의 사용에 대해 어떤 우려가 있습니까?
  • 비접촉 기술을 통해 다음의 기술이 제공되고 있는 경우, 어느 정도 이용하고 있습니까?
  • 향후 다음의 비접촉 결제 수단을 어느 정도 이용할 것으로 생각합니까?
  • 비접촉 결제 경험이 좋지 않은 경우, 다음의 어떤 행동을 검토합니까?

mCommerce

  • 스마트폰을 사용하여 온라인 쇼핑을 합니까?
  • 온라인 쇼핑시 몇 개의 애플리케이션을 이용합니까?
  • 온라인 쇼핑시 지불 방법은?
  • 온라인 구입 프로세스에서 가장 빈번히 이용하는 결제 서비스 또는 카드는 무엇입니까?
  • 온라인 쇼핑은 쇼핑 습관에 어떤 영향을 미치고 있습니까?
  • 온라인 쇼핑시 다음의 보안 수단을 어느 정도 이용하고 있습니까?

모바일 뱅킹

  • 모바일 뱅킹 서비스를 이용하고 있습니까?
  • 어느 은행의 모바일 서비스를 이용하고 있습니까?
  • 다음의 모바일 뱅킹 수단 중 어느 것을 이용하고 있습니까?
  • 각 모바일 뱅킹 수단을 통해 시행하는 활동은 무엇입니까?
  • 스마트폰 뱅킹 앱
  • SMS 뱅킹
  • 스마트폰 뱅킹 브라우저
  • 스마트워치 뱅킹 앱

영국

  • PowerPoint 컨텐츠
  • 서론 & 조사 방법
  • 요점 : mCommerce
  • 요점 : 비접촉 결제
  • 요점 : 모바일 뱅킹
  • mCommerce : 소비자 이용 & 태도 & 향후 전망
  • 비접촉 결제 : 소비자 이용 & 태도 & 향후 전망
  • mCommerce : 소비자 이용 & 태도
  • 모바일 뱅킹 : 소비자 이용 & 태도 & 향후 전망

비접촉 결제

mCommerce

모바일 뱅킹

KSA 19.02.08

Overview

Juniper surveyed a stratified random sample of UK and US consumers aged 18 and over in December 2018 on their use of, and attitudes towards mCommerce, contactless payments and mobile banking.

The respondents were part of an online panel and incentivised for their participation in the research.

The research suite includes:

  • 1. Survey Report Summary - Slide deck summarising key takeaways and observations, allied to a series of expert analyst opinions for players across the value chain (PPT).
  • 2. Survey Excel - Sector and market prospects allied to expert analysis comprising over 8,000 datapoints (Excel).

Key Features

  • Separate insights and analysis for mCommerce, contactless payments, and mobile banking
  • Insights for the UK and US markets, split by key demographics
  • Snapshot of payment landscapes across multiple online channels
  • Key takeaways on consumer attitudes and what they mean for the market
  • Consumer brand rankings, service awareness, usage frequency and future opportunities
  • Barriers to entry and consumer action analysis
  • Expert commentary and backup analysis from Juniper analysts

Table of Contents

US January 2019:

PowerPoint Contents

Introduction & Methodology

Key Takeaways - Contactless Payments

Key Takeaways - Mobile Banking & eCommerce

Contactless Payments: Consumer Usage & Attitudes

mCommerce: Consumer Usage & Attitudes

Mobile Banking: Consumer Usage & Attitudes

Survey Questions:

Contactless Payments

Do you make contactless or ‘tap and pay' payments?

How often do you use the following contactless payment methods?

  • Overall user base
  • Average Frequencies
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit & Debit Cards

Please rate the following contactless payment service provider that you use

  • Average Ratings
  • Apple Pay Rating
  • Samsung Pay Rating
  • Google Pay Rating
  • Contactless Cards Rating

What payment service or card do you use most often to make contactless payments?

  • Visa
  • Mastercard
  • American Express
  • Direct payment through bank transfer
  • Diner's Club/Discover
  • Other

What are the main reasons you use contactless payments?

  • Convenience
  • Speed of service
  • Availability of service
  • Security of service
  • Loyalty scheme benefits
  • Other reason(s) (please specify)

What problems have you had in using contactless payments?

  • Transaction speed is too slow
  • App is difficult to use
  • Transactions wouldn't complete
  • My phone isn't compatible
  • My bank doesn't offer contactless mobile services
  • My bank doesn't offer contactless card services
  • Contactless services aren't available at retailers I use
  • It's unclear how to use contactless
  • The contactless transaction limit is too low
  • I've been a victim of contactless fraud
  • Other problems
  • I've had no problems using contactless payments

How likely are you to use the following security methods for contactless payments?

  • Average Scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

What concerns do you have about using contactless payments?

  • My data may be stolen
  • I have no concerns about contactless payment
  • I don't think transactions are secure
  • My device may be stolen
  • My card may be stolen
  • I don't think my card details are secure
  • Transactions wouldn't complete
  • I don't think my biometric details are secure
  • The transaction speed is too slow
  • Other concerns

How likely are you use the following technologies if they are offered through contactless technologies?

  • Average Scores
  • ATMs/Cash machines
  • Coupons
  • Charity boxes/donations
  • Loyalty Cards
  • Food and drink vending
  • Information services

How likely are you to use the following contactless payments methods in future?

  • Average scores
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit/Debit Card

Would a poor contactless payments experience make you consider any of the following actions?

  • Would complain on social media
  • Would complain to the contactless service provider
  • Would consider changing contactless service provider
  • Would consider changing my payment device
  • Would stop using the service
  • Would do none of the above

mCommerce

Do you shop online using your smartphone?

  • Which apps do you use?
  • Number of apps used

How many apps do you use when shopping online through an app?

How do you pay when shopping online?

  • PayPal
  • Card details stored in the app
  • Apple Pay
  • Google Pay
  • Samsung Pay
  • Other mobile wallet providers
  • Don't know

What payment service or card do you use most often to process online purchases?

  • Visa
  • Mastercard
  • American Express
  • Direct payment through bank transfer
  • Discover/Diners Club
  • Other

How has your use of online shopping affected your shopping habits?

  • I shop at a wider variety of physical stores
  • I have started to use the payment method I use online when I am in-store
  • I order online and pick up in-store at places I never used to shop in-store
  • My shopping habits have not changed
  • I order online and pick up in-store at places I used to shop entirely in-store
  • I have started using online coupons
  • I shop more often overall
  • I shop at a wider variety of online stores
  • I check prices online while in-store
  • I shop in-store less often

How likely to use the following security methods while shopping online?

  • Average scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

Mobile Banking

Do you use mobile banking services?

Which banks' mobile service(s) do you use?

  • Wells Fargo
  • Bank of America
  • Chase
  • Citi
  • Goldman Sachs
  • US Bancorp
  • Capital One
  • PNC
  • HSBC USA
  • Bank Mobile
  • Chime
  • Finn by Chase
  • Simple
  • T-Mobile Money
  • N26
  • Other
  • Don't know

Which of the following mobile banking methods do you use?

  • Mobile banking app
  • SMS banking
  • Mobile banking browser
  • Smartwatch banking app
  • Other

What activities do you do through each mobile banking method?

  • Mobile banking app
  • SMS banking
  • Smartphone browser
  • Smartwatch app

Smartphone banking app

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments

SMS banking

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments

Smartphone banking browser

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments

Smartwatch banking app

  • Check balance
  • Bill payment
  • Cheque deposit
  • Account transfer
  • Loans & mortgages
  • Open an account
  • Manage investments
  • Other
  • None of the above
  • Would do none of the above

UK January 2019:

PowerPoint Contents

Introduction & Methodology

Key takeaways - mCommerce

Key takeaways - Contactless Payments

Key takeaways - Mobile Banking

mCommerce: Consumer Usage, Attitudes & Future Outlook

Contactless Payments: Consumer Usage, Attitudes & Future Outlook

Mobile Banking: Consumer Usage, Attitudes & Future Outlook

Survey Questions:

Contactless Payments

Do you make contactless or ‘tap and pay' payments?

How often do you use the following contactless payment methods?

  • Overall user base
  • Average Frequencies
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit & Debit Cards

Please rate the following contactless payment service provider that you use

  • Average Ratings
  • Apple Pay Rating
  • Samsung Pay Rating
  • Google Pay Rating
  • Contactless Cards Rating

What payment service or card do you use most often to make contactless payments?

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Direct payment through bank transfer
  • Diner's Club/Discover
  • Other

What are the main reasons you use contactless payments?

  • Convenience
  • Speed of service
  • Availability of service
  • Security of service
  • Loyalty scheme benefits
  • Other reason(s) (please specify)

What problems have you had in using contactless payments?

  • The contactless transaction limit is too low
  • Contactless services aren't available at retailers I use
  • Transactions wouldn't complete
  • The transaction speed is too slow
  • The app is difficult to use
  • I've been a victim of contactless fraud
  • My bank doesn't offer contactless card services
  • It's unclear how to use contactless
  • My phone isn't compatible
  • My bank doesn't offer contactless mobile services
  • Other problem(s) - please specify
  • I've had no problems using contactless payments

How likely are you to use the following security methods for contactless payments?

  • Average Scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

What concerns do you have about using contactless payments?

  • My card may be stolen
  • My data may be stolen
  • My device may be stolen
  • The transaction speed is too slow
  • Transactions wouldn't complete
  • I don't think transactions are secure
  • I don't think my card details are secure
  • I don't think my biometric details (fingerprints, iris record etc) are secure
  • Other concern(s) - please specify
  • I have no concerns about contactless payments

How likely are you use the following technologies if they are offered through contactless technologies?

  • Average Scores
  • ATMs/Cash machines
  • Coupons
  • Charity boxes/donations
  • Loyalty Cards
  • Food and drink vending
  • Information services

How likely are you to use the following contactless payments methods in future?

  • Average scores
  • Apple Pay
  • Samsung Pay
  • Google Pay
  • Contactless Credit/Debit Card

Would a poor contactless payments experience make you consider any of the following actions?

  • Would complain on social media
  • Would complain to the contactless service provider
  • Would consider changing contactless service provider
  • Would consider changing my payment device
  • Would stop using the service
  • Would do none of the above

mCommerce

Do you shop online using your smartphone?

How many apps do you use when shopping online through an app?

How do you pay when shopping online?

  • PayPal
  • Stored card details
  • Apple Pay
  • Google Pay
  • Samsung Pay
  • Other mobile wallet providers
  • Don't know

What payment service or card do you use most often to process online purchases?

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Discover/Diners Club
  • Direct payment through bank transfer
  • Other

How has your use of online shopping affected your shopping habits?

  • I shop more often overall
  • I shop at a wider variety of online stores
  • I shop at a wider variety of physical stores
  • I shop in-store less often
  • I have started to use the payment method I use online when I am in-store
  • I check prices online while in-store
  • I order online and pick up in-store at places I used to shop entirely in-store
  • I order online and pick up in-store at places I never used to shop in-store
  • I have started using online coupons
  • My shopping habits have not changed

How likely are you to use the following security methods while shopping online?

  • Average scores
  • Passwords/PINs
  • Text message codes
  • Fingerprint scanning
  • Facial recognition
  • Eye scanning (iris, eyeprint)
  • Voice recognition
  • ECG recognition

Mobile Banking

Do you use mobile banking services?

Which banks' mobile service(s) do you use?

  • Lloyds Bank
  • Barclays Bank
  • Santander
  • NatWest
  • Nationwide
  • HSBC
  • Metro Bank
  • Don't Know
  • Other

Which of the following mobile banking methods do you use?

  • Mobile banking app
  • SMS banking
  • Mobile banking browser
  • Smartwatch banking app
  • Other

What activities do you do through each mobile banking method?

  • Mobile banking app
  • SMS banking
  • Smartphone browser
  • Smartwatch app

Who do you think has the best mobile banking product?

  • Lloyds Bank
  • Barclays Bank
  • NatWest
  • Nationwide
  • Metro Bank
  • Santander
  • HSBC
  • Atom Bank
  • Monzo
  • N26
  • Revolut
  • Starling Bank
  • Don't Know
  • Other

What problems have you had in using mobile banking?

  • Transactions are too slow
  • I couldn't find the services I needed
  • Had problems authenticating
  • The app is hard to use
  • Transactions won't complete
  • My device is incompatible
  • Some services are unavailable through mobile banking
  • I have been a victim of mobile banking fraud
  • I have no problems with mobile banking
  • Other

What concerns do you have about using mobile banking?

  • My data may get stolen
  • I don't think my details are securely stored
  • I don't think transactions are secure
  • Payments may be rejected
  • Transactions are too slow
  • Other concern(s) - please specify
  • I have no concerns about mobile banking

How likely are you to switch to any of the following banks in the next 6 months?

  • Average Scores
  • Atom Bank
  • Loot
  • Monese
  • Monzo
  • N26
  • Revolut
  • Starling Bank
  • Tandem
  • Zopa

Why are you looking to change banks?

  • I get sign-up benefits
  • Their services are more convenient
  • They have better rates
  • Their services integrate with my other devices
  • They seem a more modern choice
  • I prefer their app
  • They seem a more ethical choice
  • Other
  • None of the above

Would a poor mobile banking experience make you consider any of the following actions?

  • Would complain to the bank
  • Would consider changing banks
  • Would stop using mobile banking
  • Would consider changing my mobile device
  • Would complain on social media
  • Would do none of the above
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