Observed demographic differentials in user perceived satisfaction on the usability of mobile banking applications
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-bankin...
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| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/20094/1/KMICe2016%20263%20268.pdf http://repo.uum.edu.my/20094/ http://www.kmice.cms.net.my/kmice2016/files/KMICe2016_eproceeding.pdf |
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| Summary: | 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. |
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