Application of Machine Learning Techniques to Predict Perceived Usability of Mobile Banking Apps in Türkiye (original) (raw)
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Usability is a key factor in the quality of the product, which includes ease of use, user satisfaction and the ability of the user to quickly understand the product without practice. As smartphone usage increases, most organizations have shifted their services to mobile applications, such as m-banking. Most of the people uses banking services but hesitate to use m-banking due to complex interfaces. Usability researchers concentrate on the value of design simplicity so that users can perform a particular task with satisfaction, efficiency, and effectiveness. If a mobile app lacks one of these usability features, users may get confused while using the app. This research examines the key usability issues in existing m-banking after checking the usability satisfaction level through System Usability Scale. To compare and highlight a number of usability issues, the researcher used two types of usability evaluation method 'User Testing' and 'Heuristic Evaluation'. In heuris...
Journal of Telecommunication, Electronic and Computer Engineering, 2016
Many of the existing usability evaluation models for mobile applications have not been evaluated to determine its usefulness, accuracy and applicability in to the real world environment. This may not provide confidence on the side of the evaluator and the results may not be comprehensive and valid. A model for evaluating the usability of mobile banking applications interface is developed in response to usability practitioners and mbanking applications developers’ needs. The experts implemented the model using various m-banking application platforms through heuristic evaluation method. A list of predefined validation measures were used by the experts’ in order to determine the accuracy and applicability of the proposed model. The results show that the model is useful, accurate and can be used for evaluating the usability of m-banking applications interface. Therefore, this paper will benefit both the research community and the usability practitioners towards better understanding of m...
Evaluating Mobile Banking Application: Usability Dimensions and Measurements
Usability has greatly been considered as one of the significant quality attributes to determine the success of mobile application. Mobile banking application is increasingly recognized as an emergent m-commerce application which dignified to become the giant killer mobile application arena. However, prominent usability evaluation models for mobile applications are too general and do not adequately capture the complexities of interacting with m-banking application platform. Similarly, there are no sufficient descriptions concerning the relationship between phases and appropriate usability measures for a specific application. Some banks do not offer m-banking application, while those that offer have inadequate functionalities and this shows that their interfaces are still insufficient and not user friendly. To date, usability and measurements for m-banking application in particular is very limited or even isolated and this makes usability evaluation of m-banking more of challenging. Consequently, this report proposes to address this matter by proposing a suitable and an appropriate set of usability dimensions and measurements for m-banking evaluation. The systematic literature review was employed to review relevant journals and conference proceedings. Seven hundred and eight papers were downloaded but merely forty nine papers have been selected and fully reviewed/analysed. Five usability dimensions and twelve relevant criteria (sub-dimensions) have been created that can be used to evaluate m-banking application.
Mobile banking (m-banking) is a current technological innovation in mobile commerce. The growth of the mobile phone market opens an ever increasing opportunity for the expansion and penetration of the m-banking enterprise with its attendant business gains. However, the context of use of m-banking portends great challenges especially with respect to mobile usability. The peculiarity of the mobile phone (e.g. smallness of screen size, non-traditional input method etc) makes usability difficult and which in turn affects the users' perceived satisfaction of the m-banking interface, as usability and user satisfaction are associated. Usability is a central issue for mobile phone design, service and evaluation because users need to access various functionalities via limited user interfaces often while they are on the road (on the move). This usability issues in turn affect users' satisfaction of mobile banking applications. In this study, the perceived satisfaction of users of m-banking applications for three Nigerian banks were assessed and evaluated based on the demographics: age, gender, experience, and education. The study was necessitated due to the dearth of studies on the effects of demographic factors on m-banking usability and satisfaction. An online-based survey approach was used. The results indicate that these factors had significant effect on the perceived satisfaction of m-banking applications. There are significant demographic (age, gender, education, experience) differentials in the user perceived satisfaction on the usability of mobile banking application interfaces.
A Usability Evaluation of Mobile Banking Applications in Nigeria
Mobile banking (M-banking) application is one of the emerging trends of mobile commerce application. M-banking application allows the customers to perform their transactions at their own convenience, but usability issues are the major problem faced by the m-banking applications and there is less research for comparing usability issues based on users age, gender, qualification and experience. The objectives of this study are to identify the usability issues and the level of differences among the m-banking users on age, gender, qualification and experience. This study employed the use of quantitative approach using online questionnaire with a total number of one hundred and fifty (150) respondents. The finding of this study indicates that all the three banks have usability issues on privacy and reliability of m-banking application interface. This study also reveals that the male users have less usability issues than female, the younger and the middle aged also have few usability issues than the old aged, for qualification of the users with lower qualification, they have more usability issues than those who have higher qualification. While in years of experience using the mobile, the result shows that there are not much usability issues for the whole category of years.
System usability scale evaluation of online banking services: A South African study
South African Journal of Science (S Afr J Sci), 2018
Online banking is a critical service offered by financial institutions to their clientele to facilitate easier and faster access to financial services and transactions. Banks currently spend huge amounts of money on development and maintenance of websites and back-end systems that offer online banking facilities to clients. Here we address the effect of moderating factors on online banking usability assessment in South Africa. Using statistical analysis techniques that included t-tests, ANOVA and correlation, we investigated whether there are statistically significant mean differences in system usability scale (SUS) scores based on a variety of moderating factors in South Africa. Findings based on a sample of 540 respondents show that SUS scores differ significantly based on factors such as age, experience and income, whereas factors such as gender, use frequency and employment did not affect the mean SUS scores. Given the individual SUS scores for a variety of users based on different demographics, the financial institutions might improve service usability to target specific user groups and realise their return on investment in digital banking channels. Therefore improving service usability might go a long way in encouraging online banking adoption in South Africa.
A methodology for verification of a new modelfor evaluating the usability of an M-bankingapplication
2015
Many models for evaluating the usability of mobile application exists, but they are static, crumbled and have not undergone a verification process by usability experts to examine their capability of collecting data for the intended applications. Therefore, the proposed model is established and verified in response to the need identified in the literature because it is important for m-banking applications to provide customers with the anticipated and likely sense of interaction, to be easy to use and encourage the customers to accept the technology. This paper describes the verification procedure for a newly proposed model for evaluating the usability of m-banking applications. The purpose of this verification procedure is to identify the main practices for model verification methods for evaluating the usability of an mbanking application. The verification was conducted through the use of usability experts in mobile application development and academia to examine the model and its components. The verification form and questionnaire that measured the model in terms of consistency, understandable, easy to use, tailorable, verifiable and overall impressions have been completed by the usability experts, and the proposed model has been improved based on the feedback received from the experts. The finding from the experts' questionnaire shows that the proposed model is complete, original and acceptable for the intended application. Therefore, this paper will provide additional knowledge in both theory and practice on model verification methods, especially for usability evaluations of commercial applications.
Engineered Science
Despite the high rate of technology adoption in banking services, there is still a void in the literature on technology adoption and diffusion in this area, and hence, the purpose of this paper is to analyze the comparative user behavior of two different banking platforms, namely Banking Websites and Mobile Applications in India. The theoretical underpinning for the empirical validation is the Technology Acceptance Model (TAM). The research is based on the quantitative analysis with a sample size of 304 and 411 customers in the aforementioned banking platforms respectively. Structural Equation Modelling (SEM) has been adopted as the technique of analysis. Results indicate that among the ten variables of the study behavioral intention, dependability, efficiency, and perspicuity have a similar effect on technology acceptance, and the rest of the variables differ in their impact with respect to the two platforms under comparison. The implication of the study is that both platforms need to focus on the aforementioned variables during the system design as they are crucial in connection to the actual usage of the system. The outcome of this research could be of use to academicians, system designers, and application developers.
Lecture Notes in Computer Science, 2014
Usability is a vital aspect of the machine interface. When users do not access the features of a machine, the features do not serve the design purpose. When a user confronts a different machine interface from his prior experiences, the learning process takes tremendous time and incurs cognitive stresses to the user. Smart phones, one of the most popular machines recently, share many common features regardless of vendors, but users find it very hard to switch them. It requires different clicks or touches to operate an application in one system and another. This paper focuses on evaluating the elements of smart phone systems, in terms of learnability and usability, such as Users, Tasks, Content, Context, Experience and Perception of users through survey. Then we conduct the task analysis for participants to evaluate the usability among users over the sampled smart phones of 3 latest brands. Our result shows that usability is a serious threat to the effectiveness of smart phones since 47% of the youth do not use smart phones at all, 31.5% of the users have accessibility threat for accessing its features and 45.5% of the users have usability threat. Overall just 23% of the users have fully adopted the features of smart phones.