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日本:手机银行意外遇冷 未来能否有所改观?

瑞士联合银行对18个国家进行的一份调查显示,日本在手机银行使用中排名最低。

报告称,日本人仍然非常依赖现金转账,因为当前实体网点和自动取款机的功能比手机应用更丰富。

与日本的滞后不同,在瑞士联合银行的排名中,中国位居榜首——63%的客户选择使用手机银行。这与日本的16%形成鲜明对比。(美国大约为35%,英国为29%,法国为21%)

根据富士通研究所在2015年4月的调查,在日本,自动取款机比银行更受欢迎。至少三分之二的客户每月至少使用一次自动取款机,而去银行的比例仅为21%。

在日本,人们之所以有这样的偏好,可能是由于人们只需在自动取款机插入存折,就可以进行转账和更新转账记录。

富士通的调查还显示,只有13%的日本人选择使用手机银行——比瑞士联合银行调查中显示的数据低一点儿。

由以上数据我们可以得出以下两点信息:

第一,日本人对自动取款机的偏爱意味着银行更高的成本。根据瑞士联合银行的研究,使用自动取款机进行转账的成本比手机银行转账高13倍。瑞士联合银行的数据同时显示,在银行网点进行转账可能高出43倍。

第二,大多数日本银行尚没有购买手机银行应用的战略,因此,日本本土或国外的手机软件供应商并没有那么活跃。

然而,根据纽西兰先驱报对Jibun银行(日本三菱公司与无线电供应商KDDI公司的合资企业)进行的采访,似乎有悖于这一趋势。

Toru Yoshikawa是“最注重手机应用使用”的Jibun银行规划主席,他表示,“我们的一切工作都要首先考虑手机应用的使用。”

这家银行的每一笔转账都是通过手机银行应用进行的。如果其他银行也借鉴Jibun银行的创意,在这一领域将会有更多有趣的手机银行软件。

以上提到的报告,并没有任何一份报告提到客户服务。众所周知,日本的客户服务是非常出众的。这也许就是日本人选择去银行网点的一个原因,因为去银行并不是一个令人不愉快的或者浪费时间的事。

在调查中,IBS确实咨询了很多日本银行的意见,但表示并不会做出评论。

Japan ranks lowest out of 18 nations for mobile banking usage, according to a study by Swiss investment banking firm UBS.

Hachiko statue, Shibuya station in Tokyo, Japan

The report says Japan is still very reliant on cash transactions, because at present physical outlets and ATMs can do more than phone apps.

While Japan lags, China sits on top of the UBS rankings – 63% of customers use their phones for banking. This is a stark contrast to Japan with only 16%. (The US was at about 35%, UK at 29%, France at 21%.)

In an April 2015 study by Fujitsu Research Institute, ATMs in Japan were more popular than branches. About two-thirds of customers use the machines at least once a month, compared with 21% who visit branches.

Reasons for this preference may be due to ATMs allowing people to transfer money and update transaction records simply by inserting their ‘passbooks’.

The Fujitsu study also showed that only 13% of Japanese use mobile banking – a little bit lower than UBS’s data.

The implications of all this information are potentially twofold.

Firstly, this preference for ATMs mean more expenses for Japanese banks. According to the UBS study, the cost of an ATM transaction is 13 times higher than through a mobile phone. The UBS data also shows the cost of transactions carried out at branches can be 43 times higher.

Secondly, most Japanese banks won’t be pursuing a mobile banking strategy just yet and, therefore, the services of software suppliers in or to this country will be less active.

However, in a New Zealand Herald interview with Jibun Bank (Bank of Tokyo-Mitsubishi’s joint venture with wireless operator KDDI Corp) it appears to be bucking this trend.

Toru Yoshikawa, head of corporate planning at the ‘most app-focused’ Jibun Bank, says: ‘Everything we do begins with mobile.’

Every transaction the bank offers is done through a mobile banking app. If other banks copy Jibun Bank’s initiatives there could be some interesting banking software developments in the region.

None of the above reports mentioned customer service, but Japan is famed and known for its excellence in this area. Perhaps that was another reason for going to a branch, when it’s not an unpleasant and time-consuming activity.

IBS did contact a number of Japanese banks for their opinions on the survey, but they declined to comment.


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