| Electronic Payment or E-payment refers to the transaction of an electronic value of payment from a payer to a payee through an e-payment mechanism.The creation of electronic payment has made a big impact on how people do their trades or businesses.Electronic payment has been adopted by a lot of countries around the world across Europe as well as Asia,Cambodia is one of them.In recent year,Advanced Bank of Asia Limited_a subsidiary of National Banks of Canada(Cambodia Branch)_has introduced their mobile banking service which was designed by allow users to access it easily through mobile application called ABA Mobile.Through all these conveniences,there are also problems and complaints arising regarding the security issues and some other problems involve in the electronic transactions or operations.Hence,exploring ABA Mobile users'concerns to the mobile application,figuring out any gaps of development regarding the security safeguards regulations provided by the service provider are the main goals of this research.In addition,the study also aims to point out improvements and development in the operation of e-payment service of ABA Mobile App for the service providers to have further consideration of improvements on their services.Responses from respondents have shown that there are roughly 13 concerns that users have in common.The top 5 among those 13 concerns were chosen for further focus and discussion;here are the top 5 concerns:(1)Users of ABA mobile were worried that the application itself is way too easy to access and this could provide some security risks,(2)Users were also worried that their personal information could leak,(3)ABA Mobile App relies too much on internet and so their users cannot access or do any transaction when they are offline or when they are urgent and not able to connect to any internet severe,(4)Cannot make transaction when server down_the App itself usually encounter the severe problem and it somehow affected its performance and caused d is satis faction to the users,last but not least concern(5)Too frequent system update_ABA bank frequently do updating their App for better users' experience yet somehow during the process of updating users are not able to access the function in the App,making transaction or withdrawing cash using through the Mobile Application.ABAbank has proposed some good solutions as well as provided clear security guidelines to their users in order to solve with some of the concerns raised above However,there are still some gaps of improvement that could point out for further improvements and development:For security factor,I would say the ABA Mobile App itself made it really easy for users to log in and use the service as it only requires biometric security like fingerprint or using 4 digits code.However,it may be the blind spot of the security.I might suggest the bank to ask some personal information;this could provide another level of security and protection for users.For dealing with the problem when the Mobile is going through some severe problem,I would suggest that it would be great if the bank could send SMS of One-Time-Password(OTP)to users.By doing this it could help users to be able to withdraw cash offline and do not need to access the Mobile App while they are in urgent but do not have internet to access to their account.This OTP is also commonly use in some other banks and somehow help ed their customers when they are in urgent needs.For system update,the bank should send some official notice to their users few days prior to the day of the up grade take place.By doing so,users could prepare in advance of some other alternatives they could do while the system update take place. |
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