Case Study Assessment of Angling Experience

Case Study Assessment of Angling Experience Question 1: Define and discuss using relevant example from the case, the special characteristics of services that distinguish them from tangible products. Services are one type of products with several special characteristics which are really different with tangible products. The major special features of services are more intangibility, heterogeneity, inseparability, and perishability. Those characteristics are also reflected in John’s case. 1. 1 IntangibilityCompare with the tangible products’ tangibility, the main characteristic of services is intangibility which was shown through a set of actions. Intangibility characteristic of service describes that services cannot be seen, felt, tasted, or touched thus one cannot display or store the service. However, it is usually felt by tangible goods or physical evidence. Moreover, service cannot be inventoried, easily patented, and easily displayed or communicated. From Johnâ€℠¢s case, John gives his customers guide of fishing and a series of fishing itinerary.These all are the intangible things to anglers. It cannot be touched, felt, or seen by his customers. However, his customers enjoyed their tours and gain fishes after his guiding. Thus, this can be said that customers got John’s services. Compared with his services business, John used to be selling the tangible goods, either the rods, artificial flies or oilskins the department sold are tangible. Moreover, because of the intangibility, pricing John’s services is difficult. Compared with physical goods, pricing services are not easy. Same tangible goods also sold with a same price.In this case, the two couples got different price after serviced. It seems that they gained a same series of services, but the feelings and appraisals are different. 1. 2 Heterogeneity Heterogeneity concerns the potential for high variability in the performance of services (Bitner et al. , 2009). Contrast to s ervice, tangible goods is standardization. Most of a type of physical goods is produced by one product line. There are no major differences among each one of them. However, like two leaves, there are not two same services processes.Providers’ performances are not same every time, and the customers’ requirements are not same too. In detail, service delivery and customer satisfaction depend on employee and customer action, and also some uncontrollable factors. In our case, when John worked in the fishing department, he wondered at how each piece of fishing equipment in a product line varied so little. It shows that tangible products are standardization. However, then, John provided services to two couples, and got the distinct result. First couple was very satisfaction, and second couple was unhappy, though John was same hard working.The different based knowledge, objectives and nature conditions determines the different results. The first couple have a good knowledge an d experience of fishing, they enjoy in fishing. However, the second couple was the fist time fishing and their purpose was to relax and see the country. Moreover, the weather was great during the first time, but worst during the second time. Those factitious and uncontrollable elements influenced John’s two services processes. 1. 3 Inseparability Inseparability of production and consumption involves the simultaneous production and consumption which characterizes most services.Compare with goods are first produced, then purchased, and then consumed, services are first booked, then produced and consumed simultaneously (Carmen & Langeard, 1980). It seems like that customers and employees affect each other. In this case, we can know that because of the high degree of adaptability of the first couple, John interact well with them. However, another two anglers gained the unsatisfied service because of their bad communication. All customers and employees even the partial customers p lay an important role in whole process because services’ inseparability.Furthermore, because of this feature of services, mass production is difficult. The production and consumption are simultaneous. Hence, John lost a group of anglers in December due to he cannot service two groups in a same time. 1. 4 Perishability The final characteristic of service is perishable. Tangible goods could be stocked, contrast by services cannot be saved, stores, resold or returned (Valarie & Dwayne, 2009). In this case, John used to promoted department’s inventory system and just keep the rod that can be sold later. It shows that physical goods can be stored. However, John can not saved his services and provide it later.So, he lost a group of customers in December. Hence, the service is very different with the tangible goods. By these characteristics, some problems are discussed next question. Question 2: Explain, using examples how the problems stemming from the special characteristic s of services are impacting on John’s guiding services. 2. 1 In General Due to the four characteristics of services, some problems are derived. Some problems are unavoidable and some of them can be avoidable. The problems generate from intangibility including hardly controlling, easy to be copied and unable to evaluate the quality.Heterogeneity causes problem about quality measurement. Inseparability not allows mass production of service. Moreover, perishability makes return or resold of service impossible. Several of these problems impact on John’s guiding service as well. 2. 2 Problems Created by Intangibility Intangibility shows the following marketing problems. Firstly, services cannot be stored, thus when requires reach the peak or foot it is hard for managers to control. Secondly, services are so difficult to be patented that it is convenient for its competitors to duplicate them.Thirdly, customers are not able to realize the quality of service because service is invisible and cannot be touched. John’s new guiding service is not easy to store. Thereof, during December there was a peak period of fly fishing and John are not qualified to provide efficient service. On contrary, in the next two week of November there were no customers visiting Tasmania for chasing trout. Since John provides guiding service, he cannot remove December's service to November. It is beyond the scope of his control. The guiding service that John operates is easy to be imitated.There is another fishing guide who ran in Launceston. The service it provides is similar with John’s. This is a threat to John. The market share for John in Australia is cut down. Furthermore, the feature of intangibility determines the service value is hard to be understood by consumers. John’s guiding service is not an exceptional. Customers have no idea what a guiding service is. The marketing manager of a large sporting equipment retailer in North America would not know what a guiding service is if John did not send him the information about this service. 2. 3 Problems Created by HeterogeneityThe most severe challenge that heterogeneity creates is difficulty of quality measurement. Since criteria for judging the quality of service is based on customers’ notion, managers are not possible to control it. In the case, there was an American couple who are both good anglers. They have more fishing experience than John. In this trip, John learned more from this experience and the couple also had a great time. They even pre-booked another two weeks for the next fishing season. It is just because the American couple thought this trip was so wonderful that they measured this service is worthwhile.However by November, the Canadian's week of trout fishing is no that smooth. It became less happy because of lacking experience of fly fishing causes few landed trout and entire week raining. Even worse, one of the customers sprained an ankle. In these two e vents John provided the same service however he received different results. John cannot ensure whether his supplies are original. In December John introduced the New Zealanders to another fishing guide in Launceston. This increased the chance of heterogeneity because different suppliers are not possible to offer the exactly the same services. Take the health industry for instance.Several suppliers provide a same kind of service, nevertheless consumers’ perception is different. Some customers consider it as good service whereas another do not satisfied with it. This is because different provider’s service is distinctive due to the nature of human beings. 2. 4 Problems Created by Inseparability According to Zeithaml, Dwayne and Gremeler, because services often are produced and consumed at the same time, mass production is difficult (2009). The service producers generate service and the service is consumed by customer at the same time, therefore service is impossible to b e produced in large amount.The consumers who John received accepted his service while he provided it. It is absurd that John created services such as airport picking up and dropping off first then the customers enjoyed them. For example, the helicopter sent an urgent fax to John informed him that they were not available until after mid-February. It frustrated John that he was not able to transport his clients to the best fishing area. In addition, for John it is inconvenient for him when he has several customers to pick up or drop off. It is typical in November, John received two contacts that require a fly fishing in the first week of December.The worse thing is that neither of the customers could change their original arrangement. John could not separate his services. 2. 5 Problems Created by Perishability The factor of perishability leads to the problem that service cannot be returned. Service is consumed at the same time when it is manufactured, thereby once the service is provi ded it cannot be returned or resold. In November, two Canadian customers who were doing fishing for relax received an unhappy experience. Lacking experience of fly fishing they landed few trout. The entire week’s heavy raining prevented them from lake fishing.Moreover, one of the anglers sprained an ankle while crossing wet rocks. Even though John understood that the Canadian did not enjoy their fishing trip, he had no way to go back. John cannot take the service back because time cannot be reversed. For instance, customers who have an ugly haircut cannot ask the barber to undo it, because the service of haircut is perished (Clemes, 2002). 2. 6 Problems Difficult to Avoid Due to the problems derived above, gaps generate naturally. Customer Gap Customer gap appears because of the distance between customers’ expectation and perception.Customers have their own expectations based on their experience and objectives. In this case, the Canadian customer who came to Australia for relax do not have the experience of fly fishing. They consider the service could offer them a wonderful time. However, the insufficient experience of fishing made them catch few trout. Adding the bad weather and the injury, the Canadian dissatisfied with the trip and request a reduced charge. This gap is relatively huge and John needs to improve his service. Provider Gap Firstly, John serves his customer by the same way.For the fishing skillful couple and unskillful people, John took the same measure. Secondly, John not communicated well with its customers. The customers who chose his service in the first week of December were transferred to another service provider. The problems presented above are the major reason why John’s business went down. In conclusion, because of the special features of service, there are several problems should be considered and solved. Marketers of services face some actual and distinctive challenges which should be solved by the utilization of marketing mix.Question 3: Explain how John could use the extended marketing mix elements to help manage the problems caused by the special characteristics of services. The question 2 mentioned some problems caused by the special characteristics of service. Marketers like John could use the marketing mix to manage those problems and plan a whole strategy of their business. The traditional marketing mix will help John to manage the problem from production, place, promotion, and price (Kotler & Armstrong, 2006). Because of intangibility characteristic and the limitations of John’s service, he can add both tangible products and services in his business.For example, he could be the agent between his customers and fishing departments. Then, customers can purchase fishing equipments which are fit to them, because John known them clearly. Moreover, due to intangible and perishability of service, John’s promotion ways are not enough. John can exploit more methods like put some advertising in the relevant websites, sponsor fishing competitions and some things like that. However, because of the distinct features of service, the traditional marketing mix can not cover all problems. It extended three more elements which are people, physical evidence, and process (Booms & Bitner, 1981) . 1 People People element is defined as all human actors who play a part in service delivery and thus influence the buyer’s perceptions in the service environment. Thus, customers, employees, and the customers in the service environment all play the important roles (Bitner et al. , 2009). With use this element, John can do following things to manage those problems. First, because John just has himself as an employee, he lost some opportunities. Then, John need employ more employees to help him supporting his business. After that, because guiding service is a high skill service, John should train his employees.John also can bring a reward system based on the satisfaction of employees to avoid the problems of service quality. Another role, customers, also draws marketers’ attention. Marketers should education their customers before provide service. Because guiding service need customers’ deeper involvement, John could send a video of basic knowledge and potential risk of his services to his customers. Then, they can interact better. 3. 2 Physical evidence Physical evidence is the cue that customers depend on to assess the quality of service and service providers to put forth their significant information (Lovelock, 2004).As John’s guiding service, it already had some physical evidence. However, there are still some limitations as mentioned before. Firstly, John needs to increase all kinds of materials that reflect his guided trip. Thus, customers will maximally understand his service. For example, John should enrich his website. He could upload some videos about guided fishing trips. Potential customers can be divided into two se ctions as experienced customer and inexperienced customer. For those experienced customers, the information should be about new fishing areas or new activities.For the inexperienced customers, it should provide skills or equipment for fishing. Secondly, it is suggested that John needs to have his own transporting vehicles to send customers. One side is to avoid the situation of lacking hiring sources, the other side is to fit different customers’ need. For instance, if the customers who require a short trip then John could provide them cars to go fishing. Sometimes, customers have their vocation that they get plenty of time sailing is a perfect option. Furthermore, for these long distance customers and money is not a problem for them aeroplane is chosen to send them to the best fishing area.In this way, the customer gap could be narrowed since their needs are fulfilled. Lastly, John could provide some souvenir after trips. Thus, customers may actually realize what they have o btained from the service. 3. 3 Process Process is the actual procedures, mechanisms, and flow of activities by which the service is delivered (Zeithaml, Bitner & Gremler, 2009). John could use blueprint to depict the service process. By using the blueprint, John may find out the customer segmentation. For example, John may categorize consumers as experienced ones and inexperienced ones.Then John could offer two different processes for each group. For the experienced ones, John could present a more customized process which customers could choose their favorite rod and apply their own ways of fishing. As for the immature consumers, John should provide them a standardized process. It may offer the same rod for customers and consumers have to stay in a specified area. John also needs to educate his customers especially the inexperienced customers. He could hire a fishing coach to instruct anglers the procedure of fishing. Through this way, unskillful clients will not fish blindly. 3. 4 ConclusionService as intangible products distinguishes from physical goods. Besides the traditional four Ps, the three Ps are mainly used to enhance service. John’s guiding service may become prosperous if he makes use of the three Ps. Word Count: 2496 Reference List 1. Boom, B. , & Bitner, M. , 1981, â€Å"Marketing Strategies and Organizational Structures for Service Firms†, Marketing of Services, 1981 2. Carmen, M. , & Langeard, E. , 1980, â€Å"Growth Strategies of Service Firms†, Strategic Management Journal, January-March, 1980 3. Clemes, M. , 2002, New Zealand Case Studies in Strategic Marketing, 5th edition, Dunmore Press, New Zealand . Kotler, P. & Armstrong, G. , 2006, Principles of Marketing, 12nd edition, Pearson Education Inc. , New Jersey 5. Lovelock, C. , & Wirtz, J. , 2004, Services Marketing: People, Technology, Strategy, 5th edition, Pearson Education, Singapore 6. Zeithaml, V. , Bitner, M. , & Gremler, D. , 2009, Service Marketing, 5th edition , McGraw Hill, Singapore 7. Zeithaml, V. , Parasuraman, A. , & Berry, L. , 1985, â€Å"Problems and Strategies in Services Marketing†, The Journal of Marketing, Spring, 1985 8. http://www. docstoc. com/docs/16690264/GOODS-AND-SERVICES/, Accessed at 20th, Apr, 2009

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Games Theory Essay Example for Free

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If one testifies for the prosecution against the other (defects) and the other remains silent (cooperates), the defector goes free and the silent accomplice receives the full one-year sentence. If both remain silent, both prisoners are sentenced to only one month in jail for a minor charge. If each betrays the other, each receives a three-month sentence. Each prisoner must choose to betray the other or to remain silent. Each one is assured that the other would not know about the betrayal before the end of the investigation. How should the prisoners act? If we assume that each player cares only about minimizing his or her own time in jail, then the prisoners dilemma forms a non-zero-sum game in which two players may each either cooperate with or defect from (betray) the other player. In this game, as in most game theory, the only concern of each individual player (prisoner) is maximizing his or her own payoff, without any concern for the other players payoff. The unique equilibrium for this game is a Pareto-suboptimal solution, that is, rational choice leads the two players to both play defect, even though each players individual reward would be greater if they both played cooperatively. In the classic form of this game, cooperating is strictly dominated by defecting, so that the only possible equilibrium for the game is for all players to defect. No matter what the other player does, one player will always gain a greater payoff by playing defect. Since in any situation playing defect is more beneficial than cooperating, all rational players will play defect, all things being equal. In the iterated prisoners dilemma, the game is played repeatedly. Thus each player has an opportunity to punish the other player for previous non-cooperative play. If the number of steps is known by both players in advance, economic theory says that the two players should defect again and again, no matter how many times the game is played. Only when the players play an indefinite or random number of times can cooperation be an equilibrium (technically a subgame perfect equilibrium), meaning that both players defecting always remains an equilibrium and there are many other equilibrium outcomes. In this case, the incentive to defect can be overcome by the threat of punishment. In casual usage, the label prisoners dilemma may be applied to situations not strictly matching the formal criteria of the classic or iterative games, for instance, those in which two entities could gain important benefits from cooperating or suffer from the failure to do so, but find it merely difficult or expensive, not necessarily impossible, to coordinate their activities to achieve cooperation. Strategy for the classic prisoners dilemma The classical prisoners dilemma can be summarized thus: Prisoner B stays silent (cooperates) Prisoner B confesses (defects) Prisoner A stays silent (cooperates) Each serves 1 month Prisoner A: 1 year Prisoner B: goes free Prisoner A confesses (defects) Prisoner A: goes free Prisoner B: 1 year Each serves 3 months Imagine you are player A. If player B decides to stay silent about committing the crime then you are better off confessing, because then you will get off free. Similarly, if player B confesses then you will be better off confessing, since then you get a sentence of 3 months rather than a sentence of 1 year. From this point of view, regardless of what player B does, as player A you are better off confessing. One says that confessing (defecting) is the dominant strategy. As Prisoner A, you can accurately say, No matter what Prisoner B does, I personally am better off confessing than staying silent. Therefore, for my own sake, I should confess. However, if the other player acts similarly then you both confess and both get a worse sentence than you would have gotten by both staying silent. That is, the seemingly rational self-interested decisions lead to worse sentences—hence the seeming dilemma. In game theory, this demonstrates that in a non-zero-sum game a Nash equilibrium need not be a Pareto optimum. Although they are not permitted to communicate, if the prisoners trust each other then they can both rationally choose to remain silent, lessening the penalty for both of them. We can expose the skeleton of the game by stripping it of the prisoner framing device. The generalized form of the game has been used frequently in experimental economics. The following rules give a typical realization of the game. There are two players and a banker. Each player holds a set of two cards, one printed with the word Cooperate (as in, with each other), the other printed with Defect (the standard terminology for the game). Each player puts one card face-down in front of the banker. By laying them face down, the possibility of a player knowing the other players selection in advance is eliminated (although revealing ones move does not affect the dominance analysis[1]). At the end of the turn, the banker turns over both cards and gives out the payments accordingly. Given two players, red and blue: if the red player defects and the blue player cooperates, the red player gets the Temptation to Defect payoff of 5 points while the blue player receives the Suckers payoff of 0 points. If both cooperate they get the Reward for Mutual Cooperation payoff of 3 points each, while if they both defect they get the Punishment for Mutual Defection payoff of 1 point. The checker board payoff matrix showing the payoffs is given below. These point assignments are given arbitrarily for illustration. It is possible to generalize them, as follows: Canonical PD payoff matrix Cooperate Defect Cooperate R, R S, T Defect T, S P, PWhere T stands for Temptation to defect, R for Reward for mutual cooperation, P for Punishment for mutual defection and S for Suckers payoff. To be defined as prisoners dilemma, the following inequalities must hold: T R P S This condition ensures that the equilibrium outcome is defection, but that cooperation Pareto dominates equilibrium play. In addition to the above condition, if the game is repeatedly played by two players, the following condition should be added.[2] 2 R T + S If that condition does not hold, then full cooperation is not necessarily Pareto optimal, as the players are collectively better off by having each player alternate between Cooperate and Defect. These rules were established by cognitive scientist Douglas Hofstadter and form the formal canonical description of a typical game of prisoners dilemma. A simple special case occurs when the advantage of defection over cooperation is independent of what the co-player does and cost of the co-players defection is independent of ones own action, i.e. T+S = P+R. The iterated prisoners dilemma If two players play prisoners dilemma more than once in succession and they remember previous actions of their opponent and change their strategy accordingly, the game is called iterated prisoners dilemma. The iterated prisoners dilemma game is fundamental to certain theories of human cooperation and trust. On the assumption that the game can model transactions between two people requiring trust, cooperative behaviour in populations may be modelled by a multi-player, iterated, version of the game. It has, consequently, fascinated many scholars over the years. In 1975, Grofman and Pool estimated the count of scholarly articles devoted to it at over 2,000. The iterated prisoners dilemma has also been referred to as the Peace-War game. If the game is played exactly N times and both players know this, then it is always game theoretically optimal to defect in all rounds. The only possible Nash equilibrium is to always defect. The proof is inductive: one might as well defect on the last turn, since the opponent will not have a chance to punish the player. Therefore, both will defect on the last turn. Thus, the player might as well defect on the second-to-last turn, since the opponent will defect on the last no matter what is done, and so on. The same applies if the game length is unknown but has a known upper limit. Unlike the standard prisoners dilemma, in the iterated prisoners dilemma the defection strategy is counterintuitive and fails badly to predict the behavior of human players. Within standard economic theory, though, this is the only correct answer. The superrational strategy in the iterated prisoners dilemma with fixed N is to cooperate against a superrational opponent, and in the limit of large N, experimental results on strategies agree with the superrational version, not the game-theoretic rational one. For cooperation to emerge between game theoretic rational players, the total number of rounds N must be random, or at least unknown to the players. In this case always defect may no longer be a strictly dominant strategy, only a Nash equilibrium. Amongst results shown by Nobel Prize winner Robert Aumann in his 1959 paper, rational players repeatedly interacting for indefinitely long games can sustain the cooperative outcome.

Lan Base Entrance Examination System Essay Example for Free

Lan Base Entrance Examination System Essay Long b books were known, the storyteller of many lands including our own, told tales in order to entertain their listeners, as well as, to convey the moral lessons which these stories usually impart. In the course of time, these stories were handed down from generation to generation and worn smooth by ages of telling and retelling. Stories were generally tailored to reply information, become outlet for political and/ or social criticism, and sometimes simply entertain. Many storyteller acquired that distinctive style and unique from which among them well-loved and highly appreciated qualities. But as time passed by, the use of traditional multimedia such as slides, videos, filmstrips, audio recording and overhead projectors paved way in upgrading the storytelling techniques to help readers understand more clearly what the authors want to convey. The use of these traditional multimedia opened doors for new discoveries, discoveries that he will help the students enhanced their learning capabilities through the teaching- learning processed. Thus, with the method of teaching to be effective must be supplemented by other methods or devices that will increase and enhanced quality instruction. But time changes the trends in every generation.† The key to this revolutionary advancement is, of course, the computer. A combination of electronic memory with programs that tell the machine how to process the stored data, computers were still a scientific curiosity in early 1950’s Computer, as a tool and as a part of teaching and learning process, has been a major breakthrough in the educational system. In our modern way situation, a lot of stories are being relayed to students especially those in the elementary level in forms of movies, books and newspapers. What seems notable was that although most movies featured†hitech† technological advancements, many lack a very important aspect of the story telling, the imparting lesson. As a consequence, children member a movie or story based on what they saw or heard but not the lesson of the story, which is the more important aspect of storytelling. Worst, most tabloids being sold, which openly contain pornographic pictures and erotic stories, are within the reach of these kids. The researchers believe that one way minimizing, if not eliminating this situation, was creating by interactive storyteller system, which can be used by primary school educators as a tool for storytelling. Although the level of popularity of a computer- aided instruction (CAI) in various skills such as readings , may vary. Few will dispute the facts that computers have won a permanent place in most classrooms. The most common concerns of educators now have to do with the appropriateness of many possible role computers can play in instruction. The emphasis however, should not be on computer to increase the achievement but rather on how the teacher uses computers meaningfully in instruction.

Design of Mobile Banking Application

Design of Mobile Banking Application Mobile banking is the topic of today as internet banking was a few years ago. [3] Globally millions of people already use mobile devices to do their banking transactions. Mobile phones as a device with high security standards and direct connections, allows customers to access a wide range of services throughout the world. This is due to the success of the mobile and internet banking which the mobile device brings both banking channels together as a compact and highly personal channel to make mobile banking a reality. [31] The mobile device also presents new opportunities in payment structure thereby formulating an easy means for transacting payments through the innovative combination of mobile technology. Mobile devices have greater reach all around the world especially in developing nations with lower knowledge of its existence. At the same time they provide a fast and effective way for customers to send money to dependants in other countries or location. As it is said, Mobile banking is big news in Africa which started out in countries as South Africa, Kenya and Nigeria where mobile phone users especially in the urban areas traded minutes by sending credits to their relatives in villages in order to communicate with them when the need arises. But then these transactions took up an increased trend by building awareness for Mobile banking deriving various mobile banking platforms such as the SMS, WAP etc. [21] In West Africa, there are concerns on how this can be implemented and how the customers would embrace such technology. This will be discussed further in chapter 2 and 5. The mobile banking transaction consists of three main components and these are: The User Customers who make use of the application The Device Mobile handset, PDA etc The Mobile Network Operator (MNO) These can be Financial Institutions, Mobile service provider or combination of both. The user can request for the service using a mobile device which connects the client application and the MNO through a wireless network, GPRS etc. [28] The mobile phone has become an invasive device which has fewer disadvantages than most technologies. The answer to this can be said based on its penetration in poor economies (Africa in particular) and a customers demand for the use of telecommunication. With a mobile phone, people can be reachable and have a secure mobile device in the palm of their hands to easily get information anytime they desire which makes communication easy. The Mobile Network Operator may also be classified as a server supplier which serves as a link between the mobile user and the mobile phone in transacting data. [10] Mobile banking offers the prospect of increasing the efficiency of payment systems and also expanding the access to financial services. These objectives may be in tension based on financial integrity or consumer protection. [31] Mobile banking has also had its criticisms, one being security. The fact still remains that there are measures in place to tackle such risks involved especially in terms of fraud or money laundry. [29] The mobile banking services have expanded in Africa cutting across East, West and the southern region of Africa. In Kenya today, a customer can send money via mobile using the Short Message Services (SMS) mobile banking platform. [24] It has been spoken about the potential expansion for mobile banking as its awareness builds around Africa and how it could lower the cost of banking and build a customer-banker relationship. [6] In implementing a mobile banking structure, there are varieties of mobile banking platforms such as short Message Service (SMS), Mobile web (WAP) and Mobile Client application (J2ME, BREW etc.) and so on. Each Mobile banking platform has its strengths and weaknesses which in effect is important to identify, for this will enhance further development in its future prospect and be appropriate for financial services. [17] SCOPE AND PURPOSE The scope of this project is to implement a mobile client based application using Java application (J2ME) and then determine how effective and secure it will be to a society and users. Questions may be asked why mobile client application. This is because it is at the moment known to be the quickest and easiest way of transacting data on the mobile device in any given time. There should be mobile network coverage for the application to function. Mobile client application also known to be standalone mobile application is most suitable to implement for a complex financial transaction. A basic requirement for mobile client application platform to be implemented is that of the software been required to be downloaded on the mobile device before it could be used, though further requirements will be needed to support the development environment (J2ME) to function on the device. [20] The J2ME client application connects to a server through the wireless enabled device or GPRS which allow customers gain access their bank statements and also perform other banking transactions such as money transfers, pay bills etc. With the support of Nokia Ltd, developers have easy access to development tools by opening an online community for developers focused in developing applications based on J2ME. [29] Therefore the scope highlights a broad view of the project in implementing a mobile banking application using J2ME Java 2 application. The hardware devices to be used are a Mobile device and a PC /Laptop. The software tools used are Sun Java Wireless Toolkit 2.5.2 for CLDC, NetBeans IDE 6.8, MySQL server, Apache web server, Edit Plus 3, Notepad etc. The purpose of this project is to design and implement a mobile banking application demonstrating its benefits and tackling flaws encountered in its implementation, thereby creating an awareness of the banking platforms which best ensures a safe and secure means of transacting data in West Africa. Therefore i embark on implementing the project and then demonstrate how it will function. AIM AND OBJECTIVES The project is aimed at implementing a mobile banking application to develop its technology and then demonstrate how it could be beneficial to developing countries and financial institutions as mobile payment system is one of the biggest hits in Africa. This will enable mobile network operators who connect to the everyday reality of the customers, diversify in what is known as a growing market and also implement security measures to ensure a safe and secure mobile banking transaction. The objectives of this project that has been formulated to aid the implementation and success of the project are: To investigate current Mobile banking platforms, methods and technologies used in West Africa and how effective and productive it has been to the countries/nations. This was carried out with the aid of Journals, articles and information from the internet and media. To investigate and determine the benefits, threats, and weaknesses of implementing a mobile banking application in West African region. To investigate on the security breaches in existence and measures to be taken into consideration when implementing the application due to a high risk of data exposure in that region. To derive techniques to be used to implement the application on a mobile device. To design, test and implement a secure mobile client application to make easy access to customers checking their account balances through Mobile Java enabled devices etc BACKGROUND OF THE PROJECT (OVERVIEW) Literature Review (Chapter 2) This chapter will analyze, investigate and discuss views on the methods involved in implementing a mobile client application in West Africa and how this can be implemented. Various challenges that may disrupt the implementation will be discussed thereby formulating a means of solving its challenges and how to improve the current situation. The author will also address general questions arising from exploration of countries in West Africa (Nigeria and Ghana in particular) and how this will be solved. Structure of Mobile Banking (Chapter 3) This chapter will explain the structure, meaning and various types of mobile banking in existence. With a clear structure in place, the project will encompass methods and steps to ensure a successful implementation of mobile banking platforms in West Africa. Mobile Banking Implementation (Chapter 4) This chapter critically examines the implementation process involved in deriving a method that can be implemented, steps to be taken into consideration and testing of the application. The various steps taken will be derived from Unified Software Development Process (USDP). USDP is a generic process for the UML and will apply the iterative lifecycle model of USDP. [17] [10] Project Conclusion and Recommendation (Chapter 5) The final chapter will encapsulate the previous chapters and the author will discuss on further development to ensure the progress of the project, future improvement in the system designed and how it will be beneficial to the case study chosen. The conclusion will talk about the state at which the project was completed and what more can be implemented. CHAPTER 2 LITERATURE REVIEW AND PROBLEM DEFINITION LITERATURE REVIEW This Literature review is about addressing general questions arising from exploration of countries in the West African region in particular. As i mentioned earlier in the previous chapter, one of the objectives of this project is to investigate the use of mobile banking in West Africa, and then determine which mobile banking platform best suites the economies and masses by further expanding the view based on its availability, accessibility, affordability and security. [29] In carrying out my research, i limited my search on few West African countries to accommodate the time limit and information given in completing this project. There are 15 countries in West Africa; but in my research i will engage on using a sample size (limiting my search to two countries Nigeria and Ghana), whereby i will analyze and investigate the development of mobile banking and its effect caused in the implementation in those countries. [2] This will enable a fair view recommendation in my conclusion thereby concluding on which mobile platform can best be applied. Both countries (Nigeria Ghana) have active Mobile banking initiatives currently implemented; but as low and middle income countries respectively, they come from different starting points and face different issues. As such, they help to frame the particular questions which are focused to derive a result in the implementation of Mobile banking in West Africa. These few questions are: What is happening to mobile banking in these developing countries, and is it likely to lead to greater accessibility and affordability? Will Mobile banking in West Africa develop spontaneously and will there be an enablement required for it to function effectively? What are the measures in place (if any) to ensure a fast and secure means of mobile banking. Are financial institutions aware of Mobile banking in Nigeria and Ghana and what mobile banking platforms have been applied? What benefit does Mobile banking contribute to the economy and how will the customers embrace such technology? In this project, various investigations are carried out to identify the elements of an environment in adopting Mobile banking methods which would maximize the likelihood of access to financial services and how it will expand greatly in West Africa. Because of its restricted time and focus, the project was designed to be exploratory, rather than definitive (seeking to understand what was happening in both countries mentioned above) and in the process develop an approach towards market development and awareness of which could be of wider value across the continent. The project comprised the following elements: Investigation on existing mobile banking platforms used as mentioned earlier and the different approaches adopted in different Countries. In my research, i realized that mobile banking platforms follow a wide range of mobile application expansion in West Africa where so many banks are embarking on the system. This was because of the success of new mobile devices manufactured to provide excellent characteristics with larger processing power, large amount of memory, enabled Java programming and GPRS/GPS service.[4] Furthermore, mobile network operators in the Western region of Africa adopted 2.5G network, which uses GPRS as an information bearer. With the expansion of 3G networks, it has made mobile banking more productive. These type of networks enable greater amount of data to be transmitted between the client and server applications using much secure and stable connectivity. [4] With the adoption of the 2G network, WAP was implemented and due to disadvantages in terms of security and availability, the development of the mobile client application was introduced. WAP mobile application was useful for less powerful mobile devices. [4] [9]Taking a look at other West African countries like Gambia, Guinea, Mali, Niger etc. in which they know little about mobile banking, with an awareness and banks adopting mobile banking platforms, these nations will adopt mobile banking platforms. The vast major countries in West Africa in which mobile banking is implemented are Ghana, Nigeria, Liberia and few others. [3] In carrying out my analysis on the growth and implementation of mobile banking in West Africa, i looked at developing countries in that region and examined how effective mobile banking can be. In my research, i sampled two countries Nigeria and Ghana and examined all aspects relating to the project topic. RESEARCH ON MOBILE BANKING IN NIGERIA AND GHANA The growth of Mobile banking in Nigeria started in 2006 beginning with the SMS system of banking which is widely common and still practiced. The WAP and Mobile client application system started in 2008 and ever since has been expanding in technology. Internet banking is one of the mobile banking systems that had a low penetration rate in Nigeria due to poor internet facilities and a high cost of acquiring internet service (Table 2.1).[3] Globa Com a Mobile Network Operator (MNO) uses the SMS system of banking in collaboration using some banks in the country. According to the official of Globa Com, in which he stated that Glo Mobile banking subscribers will soon have access to paying bills and other utility bills on their mobile with a collaboration with several financial organizations. This proves the growth and expansion on Mobile banking in Nigeria and the rest of West Africa. As at 2008, the internet banking system had a 6% penetration rate in a population of 140million in Nigeria. In regards to mobile banking, its penetration rate is close to 50% with a prospect for more expansion as analyzed below. [4] One may ask why a large difference between both banking systems. This is due to low infrastructure and technology in satellite transmission across West Africa. In Ghana, There are measures to ensure the wide spread of Mobile banking services for commercial banks have been advised to introduce mobile banking platforms to enable its customers in carrying out banking services even outside the banking premises which was the only way to transfer funds, check balances etc. [5] Mobile banking service penetration As analyzed above in table 2.1, mobile banking services has penetrated in both countries compared to internet banking which has very low penetration. For Mobile client applications to be implemented, a mobile device with GPRS, WAP enabled and java compatibility should be used. These applications implement secure API and web service technology. Mobile banking features on a mobile phone have been provided to users in which it is secure and easy to use. This concept is a competitive advantage on the market of mobile phone manufacturers in which competitive advantage is the possibility of success. [13] Emmanuel Okoegwale stated in his report that offshore transfer of WAP mobile banking was a disaster based on an internet-based technology applied to the mobile which was a slow, unreliable and costly system for customers in Nigeria with poor coverage, handset limitation and inadequate customer awareness to the system. At the moment, the SMS system of banking is dominant for mobile banking transaction. [4] TECHNOLOGY With the standardization of the 3rd generation mobile communication systems in 2000, technology became a vital impart in the world of mobile banking. In 2000, 2.5G 2.75G network increased the data transmission. Then, the 3G network system which transmits wideband TDMA and CDMA, voice and high bit-rate data and portable units. There are speculations of the 4th generation mobile communication systems called the 4G to be implemented in 2010. The current mobile technology used in Ghana and Nigeria are: SMS (The à ¢Ã¢â€š ¬Ã…“request replyà ¢Ã¢â€š ¬? text application) WAP (Web application) J2ME (Java application) Short Message Service The Short Message Service system involves a user and a Mobile Network Operator exchanging text messages through a secure encrypted channel. But first, the user needs to be registered with the bank to receive the facility. Once registered by the bank, the user will be advised a text will be sent to him to confirm the registration. The service will then be registered and the user would be able to receive text alert once in a while especially when a transaction has taken place in the customers account. The structure of a secure SMS system is therefore highlighted below. An SMS System of banking With the SMS system, the user can request for his current balance by (requesting) sending a text to a bank message code and then get a response. The message code helps to identify the user and then recognise his request, in which it will initiate a response (sending his current balance). The disadvantage of SMS system of banking is that scammers send SMS messages identifying themselves as the bank, and also request for further bank details from the user such as PIN number, account number etc. This fraud has made the SMS system of banking insecure. This method is still experienced in Nigeria and Ghana respectively as i was able to identify that as a challenge. Another disadvantage is the user cannot store his credit card information on the mobile devices to pay a bill due to poor mobile infrastructure in place in West Africa. Also, no payment history can be derived from the mobile device when using an SMS system of banking. WAP (Web Application) The WAP system uses an internet browser on a mobile device. The user accesses his account from the banks website. This is similar to internet banking practiced on a PC or laptop. A major constrain in the WAP system is old mobile handsets have no built-in mobile browser, therefore restricting users in using such method. In Ghana and Nigeria, most mobile handset users use sophisticated handsets with GPRS, 3G and wireless enabled. Few banks such as Diamond, Intercontinental, Bank PHP and Ghanaian Commercial bank have adopted this method of banking, but yet to completely introduce it to all their customers. This is due to the long wait and procedure their customers have to take in registering for the facility. Some banks have created a special web page which will be suitable for their customers to register on their mobile screens. Mobile browsers are vulnerable to the same security risk been experienced in internet banking. However, there are differences in terms of safer means of transacting data on a mobile device than on the PC or laptop. This is because as at June 2009,[21a] creators of Trojan horses viruses and other types have not fully focused on the mobile market; though viruses still affect mobile devices, but it is not as rampant as the PC or laptop. J2ME (Java Application) J2ME is classified as an application used to implement a mobile client application. This application needs to be downloaded and installed on a mobile device which is java enabled, and then linked directly to a server. The application is said to require an effort to install, but it is known to becoming popular around the world. This is because it is faster than logging into the web browser to access a banks website. With further development in its technology, its user interface will be much easier to navigate.[21a] Applications as this are highly secure due to its implementation and information designed to function with a security algorithm, whereby all banks use different security algorithms. The disadvantage in using this method is programs downloaded on a mobile device can be stored and if not signed or logged out, it could be vulnerable to security risk. This can be tackled by introducing a timeout system method when implementing the code.[21a] CONNECTIVITY There are various network connectivity used in mobile transmission. Network Connectivity Mobile device users communicate using wireless networks anywhere at any given time. Mobile devices can be connected as well at any place and at anytime to the wireless network. Wireless network connectivity are regulated by frequencies. The user receives wireless network connection on his mobile on the frequency and wavelength of the antenna. Signal problems may occur based on the blocking and reflection of large buildings, the size of wavelength may be too small and the distance of the wireless antennas (mast) may be too far. This has been further tackled in developed nations, but West African countries still experience these problems. Signals can take many different paths and may case delay (3-12 micro seconds). [17] The effects of low or no signals in West Africa are based on short and long term fading of the signals. The short term fading can be classified as buildings, hills, trees etc., while the long term fading can be said to be the distance between the sender and the receiver, for it may change when the user moves to a different coverage area. MOBILE PLATFORMS Mobile devices come in different ranges, shapes and sizes. This is why mobile developers cannot system the same mobile platforms for another mobile device. For example, mobile applications developed to function on a Nokia handset will not function on a Windows Mobile/ Windows CE handset, though some applications may function on handsets manufactured by different companies. An example is the snake game on a Nokia and Sony Ericsson handset. This is due to the specification in both devices which will be further explained. Also, these devices are manufactured by different companies using different techniques. Mobile devices are categorised into: Microsoft PDA and Smart phones These devices use a mobile 5 and 2003 pocket edition platform to function. Types of devices in these categories are XDA, SPV-M, MDA, I-MATE, HTC S623 etc. Nokia and Sony Ericsson Devices These devices use a Symbian platform to function. Types of devices in these categories are P900, N series, W series, 9300 communicator etc. RIM Blackberry Device The blackberry device is a unique kind of device, for it has its unique platform and for such features (such as push e-mails) to function, it will need to register with RIM company, and then be connected to the blackberry enterprise server (BES). With other devices such the HTC device you can download the outlook e-mail feature from the mobile web. Palm Smart phones The palm device also uses Microsoft mobile 5 platforms along with the palm Operating System (OS) platform. Devices in this category are Treo 600, Treo 650, Centro, Palm pre etc. Microsoft PDA phones, smart phones are also manufactured by Sony Ericsson, Nokia, Palm and other mobile companies. These devices have similar functions which are: They have the push e-mail function You can create, edit and read on the device using applications such as word, powerpoint, spreadsheets etc. There are differences between using a blackberry device and other devices. As mentioned earlier, the blackberry device is a unique kind and this has made its devices more demanding and competitive in the mobile market. Analysing these mobile devices in terms of usage in Nigeria and Ghana, most people are so focus driven when new kinds of mobile handsets are introduced into the market. They look forward to having one without the knowledge of its features or technology. The mobile platforms in use are listed and some are explained below: Symbian platform Palm OS platform Java platform RIM (Blackberry) platform Windows Mobile platform Linux platform Symbian platform The name Symbian was derived based on Microsofts domination in the mobile market, therefore making four mobile companies ( Ericsson, Panasonic, Motorola and Nokia) along with the development team of Psion (a UK based company) form a new company called Symbian. The Symbian platform was also called EPOS. Symbian is known to be an open source operating system (OS) specifically designed for mobile devices and smart phones with frameworks, libraries and user interface originally developed by the company Symbian LTD. [29b] The Symbian platform is specifically engineered to handle error (which is similar to Java) and uses the concept of a server rather than traditional device drivers. The Symbian platform uses an SDK development environment. Figure 2.3 shows the architecture of the Symbian platform. Java platform Java was developed as a language for embedded programming of washing machine, microwaves etc. In 2000, Java language became sophisticated with large classes supporting desktop like application and requiring memory resources and significant processing. The growth of mobile devices reached the critical mass which made Sun re-launch a smaller version of their SDK called J2ME (Java 2 Micro Edition). J2ME now retains integration with larger SDK Sun like Palm OS and Symbian platforms. The architecture of J2ME (as shown in figure 2.3) was further partitioned into the virtual machines, configurations and profiles(as shown on figure 2.4). The J2ME also has support for OTA provisioning. Java ME technology was created in order to handle the constraints connected with building applications for small devices. Palm OS The Palm was launched as a software house developing handwriting recognition software for some manufacturers handheld. In 2001, palm split to become two companies, one responsible for development of operating systems and the other PDAs. Palm functions with a single -tasking third -party kernel which was developed by KADAK. It has a real-time operating system which is able to handle hardware interruption while task switching. EVALUATION AND FINDINGS A search was carried out to analyse the current Mobile banking Structure in West Africa and what banking strategies have been implemented to ensure customers have a safe and secure means of Mobile banking. Before implementing a Mobile client application, such evaluations should be carried out by using SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis, this will enable me carryout a proper implementation of Mobile banking in West Africa. In achieving my findings, I carried out various objectives which are listed below: I carried out a search to analyse the current Mobile banking Structure existing in West Africa and how effective, accessible and affordable it has been to the economies or nations. This was carried out with the aid of Journals, Articles and information from the internet and media. Results: The mobile banking platforms in existence are SMS, WAP and Mobile client application. An evaluation of my findings from my literature search was carried out to determine the benefits, threats, and the weaknesses of implementing a mobile banking application in West African region. Results: The benefits are greater expansion in banking facility and the economy at large. Security measures were derived when implementing the application due to a high risk of data protection in that region. What techniques were introduced in current mobile banking platforms? Results: Techniques derived to implement the application on a mobile device are SMS alert system, banking advertisement and customer-to-bank relationship. ANALYSIS AND INVESTIGATION Analysis and investigation are issues that may arise when implementing a mobile banking platform. To investigate the above given aim and objectives, ill be using a range of resources, like books, journals, but the main source of my information will be the Internet; resources from news websites, white papers and government publications etc. thereby providing an up-to-date information to carryout my research. This method was adopted due to constrains in distance and information from West African countries. According to Sola fanawopo(2008) on the growth in mobile banking services in Nigeria, he stated that à ¢Ã¢â€š ¬Ã…“some of the transactions that can be conducted with Glo Mobile banking include checking balances, viewing of the last five transactions on account. He also stated Glo Mobile (Owner by Globa Com) subscribers can transfer money from one account to another within the same bank.[23] Emmanuel Okoegwale in an article went further to elaborate on when Nigeria started using Mobile banking system which he said started by transaction based activities whereby customers were notified through the SMS system of banking in respect to the recent banking transactions done on their account.[3] With the recent penetration of internet and Java enabled mobile devices, Nigerian banks deployed full fledged banking through mobile device with various means of services made available, but this was made possible in the bank. The internet being a channel to mobile banking had penetration rate of 6 percent (%) in a population of 140million,with mobile technology been close to 50 percent (%) penetration with prospect for growth.( see table 2.1) [4] The banking sector in Ghana has witnessed a significant amount of transformation in the adoption of banking which also known in Ghana as à ¢Ã¢â€š ¬Ã‹Å"m-banking.[3] According to Daniel Nonors report on mobile banking in Ghana, he said à ¢Ã¢â€š ¬Ã…“subscribers to the facility in Ghana still account for a tiny percentage of the banking public, but fast gaining groundsà ¢Ã¢â€š ¬?. He went further to explain the use of advanced mobile phones and services by Ghanaians who have embraced the mobile technology. [1] One of Ghanaians top banks à ¢Ã¢â€š ¬Ã‹Å"Ghana Commercial bank GCB is yet to introduce the mobile client system of banking to their customers in 2010. [24] MTN ( one of West Africans mobile service operators launched mobile banking in Ghana called MTN Mobile Money which will allow customers pay for utility services, transfer money and other banking services. For this to function, customers will have to register with authorized mobile money agents or partnership banks. [5] Ivatury and Mas (2008) predicted that poor people in developing countries are more likely to use mobile phones in undertaking financial transactions. [8] However, there exists poor internet connectivity in most countries in West Af Design of Mobile Banking Application Design of Mobile Banking Application Mobile banking is the topic of today as internet banking was a few years ago. [3] Globally millions of people already use mobile devices to do their banking transactions. Mobile phones as a device with high security standards and direct connections, allows customers to access a wide range of services throughout the world. This is due to the success of the mobile and internet banking which the mobile device brings both banking channels together as a compact and highly personal channel to make mobile banking a reality. [31] The mobile device also presents new opportunities in payment structure thereby formulating an easy means for transacting payments through the innovative combination of mobile technology. Mobile devices have greater reach all around the world especially in developing nations with lower knowledge of its existence. At the same time they provide a fast and effective way for customers to send money to dependants in other countries or location. As it is said, Mobile banking is big news in Africa which started out in countries as South Africa, Kenya and Nigeria where mobile phone users especially in the urban areas traded minutes by sending credits to their relatives in villages in order to communicate with them when the need arises. But then these transactions took up an increased trend by building awareness for Mobile banking deriving various mobile banking platforms such as the SMS, WAP etc. [21] In West Africa, there are concerns on how this can be implemented and how the customers would embrace such technology. This will be discussed further in chapter 2 and 5. The mobile banking transaction consists of three main components and these are: The User Customers who make use of the application The Device Mobile handset, PDA etc The Mobile Network Operator (MNO) These can be Financial Institutions, Mobile service provider or combination of both. The user can request for the service using a mobile device which connects the client application and the MNO through a wireless network, GPRS etc. [28] The mobile phone has become an invasive device which has fewer disadvantages than most technologies. The answer to this can be said based on its penetration in poor economies (Africa in particular) and a customers demand for the use of telecommunication. With a mobile phone, people can be reachable and have a secure mobile device in the palm of their hands to easily get information anytime they desire which makes communication easy. The Mobile Network Operator may also be classified as a server supplier which serves as a link between the mobile user and the mobile phone in transacting data. [10] Mobile banking offers the prospect of increasing the efficiency of payment systems and also expanding the access to financial services. These objectives may be in tension based on financial integrity or consumer protection. [31] Mobile banking has also had its criticisms, one being security. The fact still remains that there are measures in place to tackle such risks involved especially in terms of fraud or money laundry. [29] The mobile banking services have expanded in Africa cutting across East, West and the southern region of Africa. In Kenya today, a customer can send money via mobile using the Short Message Services (SMS) mobile banking platform. [24] It has been spoken about the potential expansion for mobile banking as its awareness builds around Africa and how it could lower the cost of banking and build a customer-banker relationship. [6] In implementing a mobile banking structure, there are varieties of mobile banking platforms such as short Message Service (SMS), Mobile web (WAP) and Mobile Client application (J2ME, BREW etc.) and so on. Each Mobile banking platform has its strengths and weaknesses which in effect is important to identify, for this will enhance further development in its future prospect and be appropriate for financial services. [17] SCOPE AND PURPOSE The scope of this project is to implement a mobile client based application using Java application (J2ME) and then determine how effective and secure it will be to a society and users. Questions may be asked why mobile client application. This is because it is at the moment known to be the quickest and easiest way of transacting data on the mobile device in any given time. There should be mobile network coverage for the application to function. Mobile client application also known to be standalone mobile application is most suitable to implement for a complex financial transaction. A basic requirement for mobile client application platform to be implemented is that of the software been required to be downloaded on the mobile device before it could be used, though further requirements will be needed to support the development environment (J2ME) to function on the device. [20] The J2ME client application connects to a server through the wireless enabled device or GPRS which allow customers gain access their bank statements and also perform other banking transactions such as money transfers, pay bills etc. With the support of Nokia Ltd, developers have easy access to development tools by opening an online community for developers focused in developing applications based on J2ME. [29] Therefore the scope highlights a broad view of the project in implementing a mobile banking application using J2ME Java 2 application. The hardware devices to be used are a Mobile device and a PC /Laptop. The software tools used are Sun Java Wireless Toolkit 2.5.2 for CLDC, NetBeans IDE 6.8, MySQL server, Apache web server, Edit Plus 3, Notepad etc. The purpose of this project is to design and implement a mobile banking application demonstrating its benefits and tackling flaws encountered in its implementation, thereby creating an awareness of the banking platforms which best ensures a safe and secure means of transacting data in West Africa. Therefore i embark on implementing the project and then demonstrate how it will function. AIM AND OBJECTIVES The project is aimed at implementing a mobile banking application to develop its technology and then demonstrate how it could be beneficial to developing countries and financial institutions as mobile payment system is one of the biggest hits in Africa. This will enable mobile network operators who connect to the everyday reality of the customers, diversify in what is known as a growing market and also implement security measures to ensure a safe and secure mobile banking transaction. The objectives of this project that has been formulated to aid the implementation and success of the project are: To investigate current Mobile banking platforms, methods and technologies used in West Africa and how effective and productive it has been to the countries/nations. This was carried out with the aid of Journals, articles and information from the internet and media. To investigate and determine the benefits, threats, and weaknesses of implementing a mobile banking application in West African region. To investigate on the security breaches in existence and measures to be taken into consideration when implementing the application due to a high risk of data exposure in that region. To derive techniques to be used to implement the application on a mobile device. To design, test and implement a secure mobile client application to make easy access to customers checking their account balances through Mobile Java enabled devices etc BACKGROUND OF THE PROJECT (OVERVIEW) Literature Review (Chapter 2) This chapter will analyze, investigate and discuss views on the methods involved in implementing a mobile client application in West Africa and how this can be implemented. Various challenges that may disrupt the implementation will be discussed thereby formulating a means of solving its challenges and how to improve the current situation. The author will also address general questions arising from exploration of countries in West Africa (Nigeria and Ghana in particular) and how this will be solved. Structure of Mobile Banking (Chapter 3) This chapter will explain the structure, meaning and various types of mobile banking in existence. With a clear structure in place, the project will encompass methods and steps to ensure a successful implementation of mobile banking platforms in West Africa. Mobile Banking Implementation (Chapter 4) This chapter critically examines the implementation process involved in deriving a method that can be implemented, steps to be taken into consideration and testing of the application. The various steps taken will be derived from Unified Software Development Process (USDP). USDP is a generic process for the UML and will apply the iterative lifecycle model of USDP. [17] [10] Project Conclusion and Recommendation (Chapter 5) The final chapter will encapsulate the previous chapters and the author will discuss on further development to ensure the progress of the project, future improvement in the system designed and how it will be beneficial to the case study chosen. The conclusion will talk about the state at which the project was completed and what more can be implemented. CHAPTER 2 LITERATURE REVIEW AND PROBLEM DEFINITION LITERATURE REVIEW This Literature review is about addressing general questions arising from exploration of countries in the West African region in particular. As i mentioned earlier in the previous chapter, one of the objectives of this project is to investigate the use of mobile banking in West Africa, and then determine which mobile banking platform best suites the economies and masses by further expanding the view based on its availability, accessibility, affordability and security. [29] In carrying out my research, i limited my search on few West African countries to accommodate the time limit and information given in completing this project. There are 15 countries in West Africa; but in my research i will engage on using a sample size (limiting my search to two countries Nigeria and Ghana), whereby i will analyze and investigate the development of mobile banking and its effect caused in the implementation in those countries. [2] This will enable a fair view recommendation in my conclusion thereby concluding on which mobile platform can best be applied. Both countries (Nigeria Ghana) have active Mobile banking initiatives currently implemented; but as low and middle income countries respectively, they come from different starting points and face different issues. As such, they help to frame the particular questions which are focused to derive a result in the implementation of Mobile banking in West Africa. These few questions are: What is happening to mobile banking in these developing countries, and is it likely to lead to greater accessibility and affordability? Will Mobile banking in West Africa develop spontaneously and will there be an enablement required for it to function effectively? What are the measures in place (if any) to ensure a fast and secure means of mobile banking. Are financial institutions aware of Mobile banking in Nigeria and Ghana and what mobile banking platforms have been applied? What benefit does Mobile banking contribute to the economy and how will the customers embrace such technology? In this project, various investigations are carried out to identify the elements of an environment in adopting Mobile banking methods which would maximize the likelihood of access to financial services and how it will expand greatly in West Africa. Because of its restricted time and focus, the project was designed to be exploratory, rather than definitive (seeking to understand what was happening in both countries mentioned above) and in the process develop an approach towards market development and awareness of which could be of wider value across the continent. The project comprised the following elements: Investigation on existing mobile banking platforms used as mentioned earlier and the different approaches adopted in different Countries. In my research, i realized that mobile banking platforms follow a wide range of mobile application expansion in West Africa where so many banks are embarking on the system. This was because of the success of new mobile devices manufactured to provide excellent characteristics with larger processing power, large amount of memory, enabled Java programming and GPRS/GPS service.[4] Furthermore, mobile network operators in the Western region of Africa adopted 2.5G network, which uses GPRS as an information bearer. With the expansion of 3G networks, it has made mobile banking more productive. These type of networks enable greater amount of data to be transmitted between the client and server applications using much secure and stable connectivity. [4] With the adoption of the 2G network, WAP was implemented and due to disadvantages in terms of security and availability, the development of the mobile client application was introduced. WAP mobile application was useful for less powerful mobile devices. [4] [9]Taking a look at other West African countries like Gambia, Guinea, Mali, Niger etc. in which they know little about mobile banking, with an awareness and banks adopting mobile banking platforms, these nations will adopt mobile banking platforms. The vast major countries in West Africa in which mobile banking is implemented are Ghana, Nigeria, Liberia and few others. [3] In carrying out my analysis on the growth and implementation of mobile banking in West Africa, i looked at developing countries in that region and examined how effective mobile banking can be. In my research, i sampled two countries Nigeria and Ghana and examined all aspects relating to the project topic. RESEARCH ON MOBILE BANKING IN NIGERIA AND GHANA The growth of Mobile banking in Nigeria started in 2006 beginning with the SMS system of banking which is widely common and still practiced. The WAP and Mobile client application system started in 2008 and ever since has been expanding in technology. Internet banking is one of the mobile banking systems that had a low penetration rate in Nigeria due to poor internet facilities and a high cost of acquiring internet service (Table 2.1).[3] Globa Com a Mobile Network Operator (MNO) uses the SMS system of banking in collaboration using some banks in the country. According to the official of Globa Com, in which he stated that Glo Mobile banking subscribers will soon have access to paying bills and other utility bills on their mobile with a collaboration with several financial organizations. This proves the growth and expansion on Mobile banking in Nigeria and the rest of West Africa. As at 2008, the internet banking system had a 6% penetration rate in a population of 140million in Nigeria. In regards to mobile banking, its penetration rate is close to 50% with a prospect for more expansion as analyzed below. [4] One may ask why a large difference between both banking systems. This is due to low infrastructure and technology in satellite transmission across West Africa. In Ghana, There are measures to ensure the wide spread of Mobile banking services for commercial banks have been advised to introduce mobile banking platforms to enable its customers in carrying out banking services even outside the banking premises which was the only way to transfer funds, check balances etc. [5] Mobile banking service penetration As analyzed above in table 2.1, mobile banking services has penetrated in both countries compared to internet banking which has very low penetration. For Mobile client applications to be implemented, a mobile device with GPRS, WAP enabled and java compatibility should be used. These applications implement secure API and web service technology. Mobile banking features on a mobile phone have been provided to users in which it is secure and easy to use. This concept is a competitive advantage on the market of mobile phone manufacturers in which competitive advantage is the possibility of success. [13] Emmanuel Okoegwale stated in his report that offshore transfer of WAP mobile banking was a disaster based on an internet-based technology applied to the mobile which was a slow, unreliable and costly system for customers in Nigeria with poor coverage, handset limitation and inadequate customer awareness to the system. At the moment, the SMS system of banking is dominant for mobile banking transaction. [4] TECHNOLOGY With the standardization of the 3rd generation mobile communication systems in 2000, technology became a vital impart in the world of mobile banking. In 2000, 2.5G 2.75G network increased the data transmission. Then, the 3G network system which transmits wideband TDMA and CDMA, voice and high bit-rate data and portable units. There are speculations of the 4th generation mobile communication systems called the 4G to be implemented in 2010. The current mobile technology used in Ghana and Nigeria are: SMS (The à ¢Ã¢â€š ¬Ã…“request replyà ¢Ã¢â€š ¬? text application) WAP (Web application) J2ME (Java application) Short Message Service The Short Message Service system involves a user and a Mobile Network Operator exchanging text messages through a secure encrypted channel. But first, the user needs to be registered with the bank to receive the facility. Once registered by the bank, the user will be advised a text will be sent to him to confirm the registration. The service will then be registered and the user would be able to receive text alert once in a while especially when a transaction has taken place in the customers account. The structure of a secure SMS system is therefore highlighted below. An SMS System of banking With the SMS system, the user can request for his current balance by (requesting) sending a text to a bank message code and then get a response. The message code helps to identify the user and then recognise his request, in which it will initiate a response (sending his current balance). The disadvantage of SMS system of banking is that scammers send SMS messages identifying themselves as the bank, and also request for further bank details from the user such as PIN number, account number etc. This fraud has made the SMS system of banking insecure. This method is still experienced in Nigeria and Ghana respectively as i was able to identify that as a challenge. Another disadvantage is the user cannot store his credit card information on the mobile devices to pay a bill due to poor mobile infrastructure in place in West Africa. Also, no payment history can be derived from the mobile device when using an SMS system of banking. WAP (Web Application) The WAP system uses an internet browser on a mobile device. The user accesses his account from the banks website. This is similar to internet banking practiced on a PC or laptop. A major constrain in the WAP system is old mobile handsets have no built-in mobile browser, therefore restricting users in using such method. In Ghana and Nigeria, most mobile handset users use sophisticated handsets with GPRS, 3G and wireless enabled. Few banks such as Diamond, Intercontinental, Bank PHP and Ghanaian Commercial bank have adopted this method of banking, but yet to completely introduce it to all their customers. This is due to the long wait and procedure their customers have to take in registering for the facility. Some banks have created a special web page which will be suitable for their customers to register on their mobile screens. Mobile browsers are vulnerable to the same security risk been experienced in internet banking. However, there are differences in terms of safer means of transacting data on a mobile device than on the PC or laptop. This is because as at June 2009,[21a] creators of Trojan horses viruses and other types have not fully focused on the mobile market; though viruses still affect mobile devices, but it is not as rampant as the PC or laptop. J2ME (Java Application) J2ME is classified as an application used to implement a mobile client application. This application needs to be downloaded and installed on a mobile device which is java enabled, and then linked directly to a server. The application is said to require an effort to install, but it is known to becoming popular around the world. This is because it is faster than logging into the web browser to access a banks website. With further development in its technology, its user interface will be much easier to navigate.[21a] Applications as this are highly secure due to its implementation and information designed to function with a security algorithm, whereby all banks use different security algorithms. The disadvantage in using this method is programs downloaded on a mobile device can be stored and if not signed or logged out, it could be vulnerable to security risk. This can be tackled by introducing a timeout system method when implementing the code.[21a] CONNECTIVITY There are various network connectivity used in mobile transmission. Network Connectivity Mobile device users communicate using wireless networks anywhere at any given time. Mobile devices can be connected as well at any place and at anytime to the wireless network. Wireless network connectivity are regulated by frequencies. The user receives wireless network connection on his mobile on the frequency and wavelength of the antenna. Signal problems may occur based on the blocking and reflection of large buildings, the size of wavelength may be too small and the distance of the wireless antennas (mast) may be too far. This has been further tackled in developed nations, but West African countries still experience these problems. Signals can take many different paths and may case delay (3-12 micro seconds). [17] The effects of low or no signals in West Africa are based on short and long term fading of the signals. The short term fading can be classified as buildings, hills, trees etc., while the long term fading can be said to be the distance between the sender and the receiver, for it may change when the user moves to a different coverage area. MOBILE PLATFORMS Mobile devices come in different ranges, shapes and sizes. This is why mobile developers cannot system the same mobile platforms for another mobile device. For example, mobile applications developed to function on a Nokia handset will not function on a Windows Mobile/ Windows CE handset, though some applications may function on handsets manufactured by different companies. An example is the snake game on a Nokia and Sony Ericsson handset. This is due to the specification in both devices which will be further explained. Also, these devices are manufactured by different companies using different techniques. Mobile devices are categorised into: Microsoft PDA and Smart phones These devices use a mobile 5 and 2003 pocket edition platform to function. Types of devices in these categories are XDA, SPV-M, MDA, I-MATE, HTC S623 etc. Nokia and Sony Ericsson Devices These devices use a Symbian platform to function. Types of devices in these categories are P900, N series, W series, 9300 communicator etc. RIM Blackberry Device The blackberry device is a unique kind of device, for it has its unique platform and for such features (such as push e-mails) to function, it will need to register with RIM company, and then be connected to the blackberry enterprise server (BES). With other devices such the HTC device you can download the outlook e-mail feature from the mobile web. Palm Smart phones The palm device also uses Microsoft mobile 5 platforms along with the palm Operating System (OS) platform. Devices in this category are Treo 600, Treo 650, Centro, Palm pre etc. Microsoft PDA phones, smart phones are also manufactured by Sony Ericsson, Nokia, Palm and other mobile companies. These devices have similar functions which are: They have the push e-mail function You can create, edit and read on the device using applications such as word, powerpoint, spreadsheets etc. There are differences between using a blackberry device and other devices. As mentioned earlier, the blackberry device is a unique kind and this has made its devices more demanding and competitive in the mobile market. Analysing these mobile devices in terms of usage in Nigeria and Ghana, most people are so focus driven when new kinds of mobile handsets are introduced into the market. They look forward to having one without the knowledge of its features or technology. The mobile platforms in use are listed and some are explained below: Symbian platform Palm OS platform Java platform RIM (Blackberry) platform Windows Mobile platform Linux platform Symbian platform The name Symbian was derived based on Microsofts domination in the mobile market, therefore making four mobile companies ( Ericsson, Panasonic, Motorola and Nokia) along with the development team of Psion (a UK based company) form a new company called Symbian. The Symbian platform was also called EPOS. Symbian is known to be an open source operating system (OS) specifically designed for mobile devices and smart phones with frameworks, libraries and user interface originally developed by the company Symbian LTD. [29b] The Symbian platform is specifically engineered to handle error (which is similar to Java) and uses the concept of a server rather than traditional device drivers. The Symbian platform uses an SDK development environment. Figure 2.3 shows the architecture of the Symbian platform. Java platform Java was developed as a language for embedded programming of washing machine, microwaves etc. In 2000, Java language became sophisticated with large classes supporting desktop like application and requiring memory resources and significant processing. The growth of mobile devices reached the critical mass which made Sun re-launch a smaller version of their SDK called J2ME (Java 2 Micro Edition). J2ME now retains integration with larger SDK Sun like Palm OS and Symbian platforms. The architecture of J2ME (as shown in figure 2.3) was further partitioned into the virtual machines, configurations and profiles(as shown on figure 2.4). The J2ME also has support for OTA provisioning. Java ME technology was created in order to handle the constraints connected with building applications for small devices. Palm OS The Palm was launched as a software house developing handwriting recognition software for some manufacturers handheld. In 2001, palm split to become two companies, one responsible for development of operating systems and the other PDAs. Palm functions with a single -tasking third -party kernel which was developed by KADAK. It has a real-time operating system which is able to handle hardware interruption while task switching. EVALUATION AND FINDINGS A search was carried out to analyse the current Mobile banking Structure in West Africa and what banking strategies have been implemented to ensure customers have a safe and secure means of Mobile banking. Before implementing a Mobile client application, such evaluations should be carried out by using SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis, this will enable me carryout a proper implementation of Mobile banking in West Africa. In achieving my findings, I carried out various objectives which are listed below: I carried out a search to analyse the current Mobile banking Structure existing in West Africa and how effective, accessible and affordable it has been to the economies or nations. This was carried out with the aid of Journals, Articles and information from the internet and media. Results: The mobile banking platforms in existence are SMS, WAP and Mobile client application. An evaluation of my findings from my literature search was carried out to determine the benefits, threats, and the weaknesses of implementing a mobile banking application in West African region. Results: The benefits are greater expansion in banking facility and the economy at large. Security measures were derived when implementing the application due to a high risk of data protection in that region. What techniques were introduced in current mobile banking platforms? Results: Techniques derived to implement the application on a mobile device are SMS alert system, banking advertisement and customer-to-bank relationship. ANALYSIS AND INVESTIGATION Analysis and investigation are issues that may arise when implementing a mobile banking platform. To investigate the above given aim and objectives, ill be using a range of resources, like books, journals, but the main source of my information will be the Internet; resources from news websites, white papers and government publications etc. thereby providing an up-to-date information to carryout my research. This method was adopted due to constrains in distance and information from West African countries. According to Sola fanawopo(2008) on the growth in mobile banking services in Nigeria, he stated that à ¢Ã¢â€š ¬Ã…“some of the transactions that can be conducted with Glo Mobile banking include checking balances, viewing of the last five transactions on account. He also stated Glo Mobile (Owner by Globa Com) subscribers can transfer money from one account to another within the same bank.[23] Emmanuel Okoegwale in an article went further to elaborate on when Nigeria started using Mobile banking system which he said started by transaction based activities whereby customers were notified through the SMS system of banking in respect to the recent banking transactions done on their account.[3] With the recent penetration of internet and Java enabled mobile devices, Nigerian banks deployed full fledged banking through mobile device with various means of services made available, but this was made possible in the bank. The internet being a channel to mobile banking had penetration rate of 6 percent (%) in a population of 140million,with mobile technology been close to 50 percent (%) penetration with prospect for growth.( see table 2.1) [4] The banking sector in Ghana has witnessed a significant amount of transformation in the adoption of banking which also known in Ghana as à ¢Ã¢â€š ¬Ã‹Å"m-banking.[3] According to Daniel Nonors report on mobile banking in Ghana, he said à ¢Ã¢â€š ¬Ã…“subscribers to the facility in Ghana still account for a tiny percentage of the banking public, but fast gaining groundsà ¢Ã¢â€š ¬?. He went further to explain the use of advanced mobile phones and services by Ghanaians who have embraced the mobile technology. [1] One of Ghanaians top banks à ¢Ã¢â€š ¬Ã‹Å"Ghana Commercial bank GCB is yet to introduce the mobile client system of banking to their customers in 2010. [24] MTN ( one of West Africans mobile service operators launched mobile banking in Ghana called MTN Mobile Money which will allow customers pay for utility services, transfer money and other banking services. For this to function, customers will have to register with authorized mobile money agents or partnership banks. [5] Ivatury and Mas (2008) predicted that poor people in developing countries are more likely to use mobile phones in undertaking financial transactions. [8] However, there exists poor internet connectivity in most countries in West Af