Research on Optimization Strategy of Mobile Banking Application Based on User Experience

2019 ◽  
Vol 20 (3) ◽  
pp. 181-198
Author(s):  
Ming Zhe Liu ◽  
Tao Luo
Keyword(s):  
User Experience ◽  
Mobile Banking ◽  
Optimization Strategy

Acceptance and use of mobile banking: an application of UTAUT2

2019 ◽  
Vol 32 (1) ◽  
pp. 118-151 ◽  
Author(s):  
Kwame Owusu Kwateng ◽  
Kenneth Afo Osei Atiemo ◽  
Charity Appiah
Keyword(s):  
User Experience ◽  
Educational Level ◽  
Financial Institution ◽  
Personal Digital Assistant ◽  
Primary Data ◽  
Mobile Banking ◽  
Financial Industry ◽  
Banking Services ◽  
Content Type ◽  
Use Of Technology

PurposeMobile banking (m-banking) can be defined as a service offered by a bank or any other financial institution that allows the customers of such establishments to carry out a variety of banking operations via a mobile device, such as a mobile phone, tablet or personal digital assistant. The purpose of this paper is to examine factors that influence customers to adopt and subsequently use m-banking services in Ghana using the unified theory of acceptance and use of technology 2 (UTAUT2) model with age, educational level, user experience and gender as moderators.Design/methodology/approachUsing questionnaire survey, the study sampled 300 users of m-banking services in Ghana as respondents. The primary data collected were analyzed using SmartPLS software.FindingsFindings of the study indicate that Habit, Price Value and Trust are the main factors influencing adoption and use of m-banking in Ghana. Individual differences of gender, age, educational level and user experience responded differently as they moderate the relationship between UTAUT2 constructs and use bahaviour. The applicability of UTAUT2 model was confirmed in the context of the research.Practical implicationsM-banking is a new phenomenon in Ghana’s financial industry, thus it is imperative to understanding the customer adoption behavior. The outcome will aid financial institutions to develop strategies that will sustain the interest of consumers to embrace m-banking.Originality/valueThis paper is among the first ever known attempts to examine m-banking adoption in Ghana using UTAUT2 model.

scholarly journals Analysing User Experience of Mobile Banking Applications in Nigeria: A Text Mining Approach

2021 ◽  
Vol 12 (No. 1) ◽  
pp. 77-108
Author(s):  
Babatunde S. Omotosho
Keyword(s):  
User Experience ◽  
Commercial Banks ◽  
Mobile Banking ◽  
Effective Manner ◽  
Textual Data ◽  
Positive Sentiment ◽  
Mobile Banking Applications ◽  
Operational Failures ◽  
Negative Sentiment ◽  
Average User

This paper analyses textual data mined from 37,460 reviews written by mobile banking application users in Nigeria over the period November 2012 – July 2020. On a scale of 1 to 5 (5 being the best), the average user rating for the twenty-two apps included in our sample is 3.5; with the apps deployed by non-interest banks having the highest average rating of 4.0 and those by commercial banks with national authorisation having the least rating of 3.4. Results from the sentiment analysis reveal that the share of positive sentiment words (17.8%) in the corpus more than double that of negative sentiment words (7.7%). Furthermore, we find that about 66 per cent of the emotions expressed by the users are associated with ‘trust’, ‘anticipation’, and ‘joy’ while the remaining 34 per cent relate to ‘surprise’, ‘fear’, ‘anger’, and ‘disgust’. These results imply that majority of the users are satisfied with their mobile banking experience. Finally, we find that the main topics contained in the user reviews pertain to (i) feedback on banks’ responsiveness to user complaints (ii) user experience regarding app functionalities and updates, and (iii) operational failures associated with the use of the apps. These results highlight the need for banks to continue to promote awareness of existing functionalities on their apps, educate users on how those solutions could be accessed, and respond to user feedback in a timely and effective manner.

scholarly journals Analisis Pengaruh Kelengkapan Fitur dan Desain Navigasi Aplikasi Perbankan Berbasis Mobile Terhadap User Experience Nasabah Individu pada PT Bank Central Asia Tbk

2020 ◽  
Vol 4 (4) ◽  
pp. 111
Author(s):  
Andrian Harinata ◽  
Anas Lutfi
Keyword(s):  
Regression Analysis ◽  
Central Asia ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
User Experience ◽  
Hypothesis Test ◽  
Mobile Banking ◽  
Mobile Banking Applications ◽  
The Individual

The goal of this research was to find whether feature completeness and navigation design of mobile banking applications developed by PT Bank Central Asia Tbk have a significant impact to its individual customers' user experience. This research was conducted by using questionnaire, in which the population was all the individual customers of PT Bank Central Asia Tbk, while the sample was the 162 (one hundred and sixty-two) respondents who submitted the questionnaire. By using the multiple regression analysis and hypothesis test, it was found that both feature completeness and navigation design of mobile banking applications developed by PT Bank Central Asia Tbk have a positive and significant impact to its individual customers' user experience.

Inspiring mobility for banking enterprises

2013 ◽  
Vol 1 (2) ◽  
pp. 18-20
Author(s):  
Sandeep Bagaria
Keyword(s):  
Mobile Phone ◽  
User Experience ◽  
Leading Edge ◽  
Internet Banking ◽  
Asia Pacific ◽  
Mobile Banking ◽  
The World ◽  
Banking Strategy

Mobile banking is taking the world by storm, accounting for over 590 million users worldwide, which is expected to double to exceed 1 billion by 2017.  Today consumers will not bank with a Bank that does not have internet banking. Tomorrow consumers will not bank with a Bank that does not have mobile banking.In order for banks to create a successful mobile banking strategy, banks need to do more than just provide their internet banking on the mobile phone. They have to focus on innovation and user experience to deliver leading edge mobile banking applications.This article describes how banks in Asia Pacific have leveraged innovation and user-experience to differentiate themselves from their competitors.

scholarly journals User Experience with Security Elements in Internet and Mobile Banking

Organizacija ◽  
2016 ◽  
Vol 49 (4) ◽  
pp. 251-260 ◽  
Author(s):  
Aleksandra Svilar ◽  
Jože Zupančič
Keyword(s):  
Statistical Methods ◽  
User Experience ◽  
Online Survey ◽  
Internet Banking ◽  
Current Situation ◽  
Online Banking ◽  
The Internet ◽  
Mobile Banking ◽  
Banking Services

Abstract Background/Purpose: Maintaining a balance between security and a positive user experience in mobile and Internet banking is becoming increasingly difficult for the providers of banking services. The goal of our research is to analyse user opinions about the current situation: how users perceive security and how the authentication methods they are using affect user experience. Methodology: Data were collected using an online survey among the users of 15 banks operating in Slovenia, and statistical methods were applied to analyse them. Results of the users’ study were evaluated and commented by a limited number of interviewed banking security experts. Results: The results indicate that the use of mobile banking in Slovenia is relatively low, as only 30 percent of respondents use mobile banking along with Internet banking. Slovenian users perceive security to be the most important factor in mobile and online banking, closely followed by reliability. We also verified whether the users knew which authentication methods they were using: 69% of respondents selected the correct authentication method. The opinion of 88% of respondents was that authentication methods do not limit them when using mobile and Internet banking. Results of the study of user’s opinions did not surprise the experts, although experts’ views about the balance between security and usability diverged considerably. Conclusion: Our results indicate that, in Slovenia, users of the Internet and mobile banking services regard security to be the most important element in mobile or Internet banking and find user experience less important while they absolutely do want products that are easy to use.

scholarly journals The Influence of E-Service Quality and Relational Marketing on E-Satisfaction in Using Mobile Banking through User Experience at Bank Syariah Mandiri Medan Petisah Branch Office

2021 ◽  
Vol 8 (8) ◽  
pp. 587-596
Author(s):  
Cindy Ayu Putri ◽  
Paham Ginting
Keyword(s):  
Service Quality ◽  
User Experience ◽  
Significant Influence ◽  
Quantitative Research ◽  
Banking System ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Mobile Banking ◽  
Relational Marketing ◽  
Branch Office

Sharia banking is a banking system developed according to the Islamic sharia Bank Syariah Mandiri as a sharia bank in Indonesia which applies this system among conventional banks which appear in large numbers. The objective of the research is to analyze the influence e-service quality and relational marketing on e-satisfaction in using mobile banking through user experience. The research uses quantitative research method associative approach which aim to find out the correlation between two or more variables. The data is gathered by using structured questionnaires with 5 points of interval scale. The population is 1.475 clients who uses mobile banking of Mandiri Syariah Mobile and 315 of them are taken as the samples by using Slovin formula and simple random sampling technique. The gathered data are analyzed by using statistic method with SEM Smart PLS. The result of the research shows that e-service quality and relational marketing has a positive but insignificant influence on e-satisfaction. User experience has a positive and significant influence on e-satisfaction. E-service quality and relational marketing has a positive and significant influence on user experience. E-service quality and relational marketing has a positive and significant influence on e-satisfaction through user experience. Keywords: E-service quality, Relational marketing, E-satisfaction, User experience.

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