Observed demographic differentials in user perceived satisfaction on the usability of mobile banking applications

• Main Authors: Mkpojiogu, Emmanuel O.C., Hashim, Nor Laily, Adamu, Rabiu
• Format: Conference or Workshop Item
• Language: English
• Published: 2016
• Subjects: T Technology (General)
• 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

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.