Title: Consumer value creation in mobile banking services

Authors: Tommi Laukkanen, Jari Lauronen

Addresses: Department of Business and Management, University of Kuopio, P.O. Box 1627, 70211 Kuopio, Finland. ' Department of Business and Management, University of Kuopio, P.O. Box 1627, 70211 Kuopio, Finland

Abstract: The paper presents findings of the study that explored consumer value creation in various mobile banking services. New electronic channels are replacing the more traditional ones. Mobile devices represent the recent development in electronic service distribution. An exploratory study was conducted on experienced electronic banking customers by using a qualitative in-depth interviewing method. The findings increase the understanding of customer-perceived value and value creation on the basis of attributes of mobile services and customer-perceived disadvantages of mobile phones in electronic banking context. The findings allow practitioners to improve their services and marketing strategies and pass on information to the academics about interesting future research areas.

Keywords: consumer value creation; customer value creation; perceived value; mobile services; mobile banking; mobile communications; electronic banking; mobile phones; m-services; banking services; marketing strategies.

DOI: 10.1504/IJMC.2005.007021

International Journal of Mobile Communications, 2005 Vol.3 No.4, pp.325 - 338

Available online: 04 May 2005 *

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