Study: Consumers still wary about security with mobile banking, payments

 In News

Nearly 6 in 10 consumers pay bills on line, but half of this group have concerns about the security of doing so, according to Expectations & Experiences: Consumer Payments, a new consumer survey from Fiserv Inc.

Further, consumers are interested in new features and functionalities offered by payment services, but nearly half (46 percent) are confused by the array of financial products and services available.

Other findings from the report:

  • 53 percent of consumers say they like to be connected to the internet at all times; the same percentage say they strongly distrust internet security or privacy.
  • Of those who have not used mobile banking in the past 30 days, 57 percent cited security as the main reason.
  • At 24 percent, security is of less concern with person-to-person payments, ranked behind preference for other payments methods (44 percent) and unwillingness to pay a fee (38 percent).
  • Consumers are most likely to use online bill pay (59 percent) and electronic bills (53 percent), followed by newer services such as mobile bill pay (27 percent), P2P through a bank (17 percent) and digital wallets (15 percent).
  • Year-over-year increases were seen in the use of digital wallets (53 percent), mobile bill pay (48 percent), FI-based P2P services (44 percent), and electronic bills (32 percent), while the use of online bill payment and e-bills remained flat.
  • 46 percent or survey respondents said they were confused about the various products and services available today; 33 percent said there are mobile banking features they would like to use, but don’t know how.

The survey was conducted online Harris Poll between Nov. 27–Dec. 21, 2017, and polled 3,114 U.S. adults age 18 and older who met the following criteria: Someone in household currently has a checking account with a bank, credit union, brokerage firm or other financial organization; and they used a checking account to pay a bill or make a purchase in the past 30 days.

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