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Internet vs mobile banking: comparing customer value perceptions

Tommi Laukkanen (Department of Business and Management, University of Kuopio, Kuopio, Finland)

Business Process Management Journal

ISSN: 1463-7154

Article publication date: 13 November 2007




The aim of the paper is to explore and compare customer value perceptions in internet and mobile banking. The purpose especially is to compare customer perceived value and value creation between internet and mobile bill paying service.


A qualitative in‐depth interviewing design was applied in order to ascertain the factors that create value perceptions in fund transfer service via personal computer and mobile phone. Means‐end approach and laddering interviewing technique was used in order to reveal how different value creating factors are hierarchically structured and related to each other.


The results indicate that customer value perceptions in banking actions differ between internet and mobile channels. The findings suggest that efficiency, convenience and safety are salient in determining the differences in customer value perceptions between internet and mobile banking.

Research limitations/implications

The findings of the qualitative study, being more depth than wide in nature, deserve to be quantitatively measured in future studies in order to provide more generalisable results.

Practical implications

The paper provides enhanced information for business managers about both positive and negative customer value perceptions in internet and mobile banking. By understanding how and what kind of value different service channels provide for customers service providers are better enabled to create actions to enhance internet and mobile banking adoption.


The contribution of the paper lies in achieving a more profound understanding on consumer value perceptions to internet and mobile banking. It expands the literature on electronic and mobile commerce and on electronic banking especially.



Laukkanen, T. (2007), "Internet vs mobile banking: comparing customer value perceptions", Business Process Management Journal, Vol. 13 No. 6, pp. 788-797.



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Copyright © 2007, Emerald Group Publishing Limited