Columinate released its 2014 Internet Banking SITEisfaction survey results, which showed that laptop or desktop computers remain the most preferred channel from which to access internet banking.
The Internet Banking SITEisfaction survey, which was conducted surveying 1,385 Internet banking users, showed that 96% of Internet banking users in SA used laptop or desktop computers to access online banking services.
However, smartphone and tablet devices are on the rise. “A combination of laptop and cellphone/smartphone remains the highest preference for users across all the banks at this stage (38%),” the report stated.
70% of FNB customers use a cellphone or smartphone for internet banking, while Standard Bank and Absa have the highest number of customers who conduct their internet banking using a tablet at 32% each.
Most popular features
The most common internet banking features used by customers remain making payments (96%) and general account management (93%).
“This is where we believe Capitec is getting it right,” said Henk Pretorius, Columinate CEO. “From the research results, it appears that they are delivering a simple, effective internet banking service at a low cost, which is what ultimately keeps their clients happy.”
The use of other services such as purchasing airtime (59%), data (37%) and pre-paid electricity (29%) through an internet banking channel are increasing in popularity.
“FNB continues to dominate in this particular area, with 33% of its online banking customers making use of 15 or more features on its site, compared to the other four banks which have their highest audience using between 5 to 9 other service features,” said Pretorius.