Evaluating mobile banking application: Usability dimensions and measurements

Abstract

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 mbanking 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.