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Customers Dissatisfied with Proposed Means of Payments

  • Barclays Corporate has recently released a report dealing with the amount of mobile expenses in the UK: findings indicate that these expenses should increase 55% by 2016 and reach 19.3 billion pounds in 2021 (compared to 1.3 billion today).
  • Another study ordered by WorldPay reveals frustration on the part of the customers with regard to the proposed payment processes and options in the m-commerce context:
  • 39% complain about the amount of time required to make a transaction,
  • 38% complain about the amount of information they need to enter,
  • 31% point out the insufficient development effort and inadequacy of the mobile website,
  • 17% would wish to have access to other payment methods,
  • 9% point out the insufficient number of mobile apps.
  • According to the same survey, m-wallets are especially popular due to their convenience (63% favourable opinion): they outrun card payments (37%) and payments through the mobile operator’s bill (14%).
  • This study mostly highlights the inadequacy of currently proposed means of payments to the mobile medium and derived frustration of the users.
  • Despite the development of the m-payment, an obvious discrepancy between customers’ expectations and the suggested means of payments is to be noted. Yet, m-wallets are described as popular and their growth potential is being emphasised. These indications may comfort the strategic choices made by different players: official launch of Google Wallet in September 2011, new Empty Hands PayPal app, etc.
  • In this context, the future of the ubiquitous all-in-one mobile devices could rely on the aggregation of several means of payments and identification solutions in the ever-accessible mobile wallets.